Ag Awards

24Bettle Casino - Not processing my payment request

Complaint Info
Disputed casino 24Bettle Casino
Reason Delayed payment
Amount € 999
Posted on May 3, 2019

April 29, I passed the full verification. the casino does not process my payment request. according to their rules, it takes 48 hours.

Help solve this with them.

Also, on your site in the review it is written that they have a Neteller output but they tell me that it is not

Help me get my payout

Very bad attitude towards the players

Posted on May 3, 2019

Dear @kadrus2002,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on May 4, 2019

Dear player,

in regards to your statements, please note that the sole reason on the delay caused in regards to your payout with us lies in the KYC verification process, which is obligatory process for us to do and no exceptions we can make here for any of the customers. You are well aware that the delay here was not caused on our end, it did took us quite some time to receive requested documents from your end.

We also do understand that your preferred method is the method you deposited with, and as per our T&Cs we will aim to follow this route, but what needs to be understood here as well is the fact that our licencing authority oblige us to make sure we're risk and AML compliant, and part of this compliance and fulfilling the KYC process that is AML directive related is that first payment to a customer to be done on the customer's bank account. And this was your first payment with us.

Moreover, our clause of processing time frame of mentioning 48 hours is pretty clear in the wording, and as stated in some of the cases this time-frame will be extended. This can be caused by various reasons: bank holidays, delay on payment service providers, extra risk verification and checks necessary as per our legal obligations.

To summarize, we're happy that you found 24Bettle as a lucky place for you to play at in terms of winnings, we hope this luck will stay on your side with us, we would love to have you as our player in future, however, you're also a new player with us, you're coming from the country that implies extra risk checks from our end, your process of verification needed to be performed, there has been a public holiday in between the moment you requested your payout and moment your payout was processed, plus we needed to await for official approval from our MLRO that is compliant to process your first payment to the route you wanted it to be - Neteller.

And to conclude, please be informed that your payment was processed already and you should have received it to your Neteller account.

24Bettle team

Posted on May 4, 2019

brought me my money. though not fast but thanks
just written off a very large commission. I had to withdraw 999 euros and sent 950 dollars to the Neteller. Is it really such a big commission?

Posted on May 6, 2019

Dear Player,

We are happy to see that you have received your winnings. Please, once again be reminded that there is a 10% transfer fee applied by the payment provider for e-wallet transfers as it is mentioned in our terms and conditions. This is the reason for the difference in the amount requested and the amount received.

Best Regards,
24Bettle Team

Posted on May 6, 2019

Dear @kadrus2002,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

24Bettle Casino Complaints

  • 47 of 55 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 1,652 USD avg amount

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