Complaint #160 24Bettle Casino

Delaying verification and withholding payment

By Lisa M.

5 years ago

On Monday 16th November, I requested 2200 which I won to be withdrawn. The day after my withdrawal was rejected due to not meeting the criteria. This was not told to me, I had to send a separate email to find out why and apparently it was because I had selected the muchbetter option when I requested the withdrawal to be processed. I was told I needed to select the bank transfer and put in the necessary details, which I did on Tues 17th November. On Tuesday I submitted all the documents, my proof of address and bank statements which were both official PDF documents downloaded directly from the websites. My id I sent and copies of my debit card, back and front. So to date, I have been fobbed off with the same emails that it is with the legal team and that it's a long process, they've even said to have gritted teeth that it's a duration. I am getting very worried and it's very stressful. Please can you help. You can see from the screenshot that the withdrawal is still pending and was initially requested on the 16th
Lisa

Disputed Casino 24Bettle Casino

Reason Verification issues

Amount €2200

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Inactive user

5 years ago

Today I received the money in my account. But just to add a few things. What you just explained there, if that was explained in that manner on your website or indeed by the customer support staff, perhaps there would be alot less stress involved. I got my money and that's all I'm concerned about.

24Bettle Casino

• Representative

5 years ago

Dear Customer,

Thank you for your email.

Please allow me to elaborate the process of transferring the funds from Casino to your account.

When your withdrawal is approved, our Financial department makes an order towards our third party payment provider. Next step is for them to verify you as a player and the bank you have requested a withdrawal to. In our system, once the order towards the payment provider has been done, we mark your withdrawal request as done. In certain cases, there can be a delay on the side of our payment provider if they have difficulties in verifying you or your bank. If any difficulties are encountered we try to solve them as quickly as possible.

In your case as for now we do not see any difficulties on their end and the transfer of funds is in status successful.
In accordance with everything said above, we always tell our players that within 5 business days they can expect their fund on their accounts. Here is also the transaction reference number so you can check the transaction with your bank: IFXT325202P104

I would kindly ask you to keep us updated on this matter so that we can, if needed, run an investigation from our end.

24Bettle
Complaints team

Inactive user

5 years ago

Today is now day 15 since I requested my withdrawal. Its day 8 since I was told it was "processed". Its blatantly obvious that this is deliberance, an act to have to not pay out. I also submitted earlier a screen shot of my recent list of paid in credits, as proof that I have not received any funds just so that they could begin an investigation into what has happened. This is not fair game, there's no playing by any rule book and it sure seems to be lie after lie. Is there anything askgamblers that you can do to help? Other than submit a complaint to their regulatory body MGA, which by the way I did there tonight I don't know what else to do. Its shocking the treatment that their customers receive. No one needs this hassel, there is no joy in playing at this casino or anything that would encourage you to remain a customer.

24Bettle Casino Complaint Stats

Resolved 80 / 90

Avg. Amount $1,998

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

24Bettle Casino Complaints

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24Bettle does not pay 3006 EUR withdrawal

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I sent all the KYC documents they required for repatriation. They accepted my KYC document. On July 17 at 4:05 p.m, i received an email from them saying that the first part of my withdrawal has been paid and is on its way to my account, and the second part should arrive on July 24.

They said that the sum of one share is always 750€. They did not say when the remaining two would be paid. I have not received any withdrawal money to my bank account.

I've had a conversation with the casino, but they always answer that they're just looking into the matter. The casino responds very poorly to messages.

Now for two days I have sent many messages and they dont answer anymore.

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On 11th November I wrote them where is my withdrawals ?? On14th November came just 300 eur to my IBAN account and I received an email from them on 19th November that 300EUR should already came and the second will come in two instalments. One will come soon and second on 26th November (I have a proof of their answer). Today we are already 26th November and my second withdrawal of 1313EUR still did not come not even the "first" instalment....

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Over 40 days delayed withdraw

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After that I waited a few days and when the money didn't start coming I contacted the casino in live chat. From livechat was asked to send proof that the withdrawal has not yet arrived in my account. I sent my bank statement to the requested location.

After this, I was asked to wait until the appropriate department takes the matter into consideration.

On July 29, 2024, I received an e-mail informing me that my case has been accepted for consideration:

Your ticket has been received and has been assigned ticket number [379-2E3A64C6-0028]. Please keep this ticket number for your records and include it in the subject line (including brackets) of all future emails relating to this ticket.

An agent will respond as soon as possible.

Thank you,

24Bettle Player Support

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