Complaint #215 24Bettle Casino

Money not received

By csvvd

3 years ago

Hi, I manage to win 4940euros which I instantly withdraw on the 10.11.2022, my account was not verified at the time. I have to admit they were very fast with my account verification as I sent all my documents on the 12th and I got verified on the 14th ( I attached a screenshot with my account being verified on the 14th) also my withdrawal was approved on the 14th of November and I got an email on the 15th of November saying that in accordance with their Terms and Conditions the withdrawal was split in instalments and that my first instalment is on its way to my bank account and it should arrive within 2 business days.

Today after 7 business days and many chats with the Live Chat Team I still DID NOT receive my money.

I was asked to provide a statement to prove that I never received the money which I did on the 21st of November but still no answer from their Legal Team.

I sent so far 2 emails to support, one on the 18th of November and one on the 21st of November but no answer, the only way I could chat with them is thru Live Chat.

Also asked for proof of payment as they're claiming that the pay-out was made on the 14th of November but they cannot provide me with that.

I Have screenshots to confirm all this if needed.

Disputed Casino 24Bettle Casino

Reason Delayed payment

Amount €4940

Discussion

AskGamblers

• Support Team

3 years ago

Dear @csvvd,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

csvvd

• 1 reviews

3 years ago

I can confirm I received the second instalment. I'll keep this complaint open until I receive the full amount

csvvd

• 1 reviews

3 years ago

Hi, money supposedly sent 28th but no money received yet, its probably gona be 2 weeks again until I receive another installment(thats very very frustrating!!) And no I was not informed when I will receive my third instalment by that email, I had to askLive Chat yesterday about it and they informed me.Very poor experience

24Bettle Casino

• Representative

3 years ago

Dear CSVVD,

Thank you for your confirmation that you have received your first installment.

As our customer support department already informed you, your second installment it's already on its way to your bank account! :)

In the same e-mail you have been informed when you can expect your 3rd installment to be processed.

Best regards
Customer Experience Team

24Bettle Casino Complaint Stats

Resolved 80 / 90

Avg. Amount $1,998

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

24Bettle Casino Complaints

See all complaints for this casino

24Bettle does not pay 3006 EUR withdrawal

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I won 3006e money from 24bettle casino and made a withdrawal request on July 14, 2025.

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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If you need any screenshots or any proofs, I will upload anything you need. Thank you very much.

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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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