We have conducted an investigation with our Financial department and we would like to disclose the following information.
As per our records, your winnings were obtained with a free bonus sent to you on 11.10.2019.
The amount of the bonus was 2.50 EUR. No deposit prior to the bonus was made.
That is why we informed you over your email a deposit is needed for the payment to be completed.
In regards of the no deposit bonus winnings, you can find the required information in our bonus terms here:
"No Deposit Bonus
In the event that you have received a free bonus (a no deposit bonus), the payout is limited to 10x the bonus amount. To verify your account and claim your winnings, a deposit must be made in the last 60 days or within 30 days after the claimed winnings. All currently offered deposit methods, except PaySafe, can be used to verify your account. All remaining free bonus winnings (requested to be withdrawn and/or remain in balance) exceeding maximum amount granted for payout will be waived. "
Additionally as per the Term above, the payout is limited to 10x the bonus amount. In your case the payment is limited to 25 EUR as the bonus you have accepted is 2.50 EUR.
As you have fulfilled the conditions for the deposit, your payment has been transferred and will reach you in the next 2 to 5 business days in accordance to the international banking law.
24Bettle Management team