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24Bettle Casino - Waiting 30 days to be paid

RESOLVED
Complaint Info
Disputed casino 24Bettle Casino
Reason Delayed payment
sm4shedd Netherlands
Posted on August 11, 2020

Hello,

On July 13th I made a 50 euro deposit to 24Bettle and cashed out 1000 euro. On 15 July I got an email from 24Bettle that I had to verify my account, fair enough. I'm an experienced played with verified account over 15 sites, so that shouldnt be a problem. Well 24Bettle had other thoughts....

That day they asked for:
1) Personal identification document i.e. a passport, driver’s license or national identification card.
2) Address verification document i.e. a copy of a utility bill (such as a water or electricity bill or a tax bill).
3) Recent bank account statement of the bank account to which the payout has been requested.
4) Proof of payment.

Nothing special there. I immediately send all the documents that they requested. Then there was a 7 days silence from their site. I asked livechat everyday what the status was and they said "it can take a little longer than 48hours according to our terms".... Well this was a popular default answer, which I would hear a lot the next 10 days.

Allright, so we are a week further without having heard anything from then, so meanwhile I had a lot of time to do my research to this casino and I found out a lot of people have issues with this site. It's sad that a lot of content creators promote this casino still. I had signed up through Casinodaddy channel, so I send them an email (in Dutch, because I know their guy who handles this is dutch).

Well, he contacted the casino for me and asked what was going on and they said they send me an email that they needed additional documents (which they never send and livechat never told me about additional documents but hey fine...) He send me that email and it said they needed the following documents:

- recent (not older than 2 months) bank statement visibly displaying your name, address, IBAN and date;
- a screenshot of the transaction from Muchbetter to Condor Gaming, showing the account information on the top right
- a screenshot of the transaction from Neteller to Condor Gaming, showing the account information on the top right"

So, out of nowhere they ask for 2 additional documents (MuchBetter, Neteller) which were not stated in the original mail for the verification procedure. This looked for me like a way for them to slow down the process.

The big issue here is that they want a "Muchbetter to Condor Gaming, showing the account information on the top right" . This is not possible to provide with MuchBetter, since its an application and not a web-browser based E-wallet. I tried to explain them various times that I couldnt provide that document like they need to. I can only get a seperate document from my account details and then a seperate one from my deposit. After like 8 emails they seemed to accept my documents (which I got from contacting MuchBetter support and they provided my account details in one document) and from there on there is this silence again.

Meanwhile, we were already busy for 15 days getting the verification done. Zyvera from Casinodaddy was in contact with them and said the following:

Hello Bram,

"I have given 24bettle an ultimatum today. They will either accept your documents and handle your withdrawal, or I will take their entire brand down and have you escalate this case to askgamblers, while I file a complaint to the license holder.
I will keep you posted.

Regards,
Michel/Zyvera"

Of course nothing happend and Zyvera mailed me this the following day:

Hey,

Small update. The person I was talking to was not responsive because apparently in the last 3 days she stopped working for the casino group. As of just now I am in contact with another person from Condor affiliates, and just updated her on the complete case. Hope to have more info soon. Meanwhile 24bettle is removed from aboutslots for the time being.

Regards,

Michel/Zyvera

and:

Hey, The new manager is very dedicated in solving this matter right away. I have good faith that this will be sorted today. I am on it as we speak with her, and will make sure things will get sorted properly. Stay tuned."

Ofcourse it wasnt handled that day as I didnt expect much from it and Livechat still saying I have to wait longer according to their terms....

As I was going on vacation for 8 days I told Zyvera that I will chill on my holidays and see if something happens in the meantime. He responded:

Hey Bram,

Try to enjoy your holiday and leave this to me. You will get your money be it be the last thing I do. I can however not do more than spam them with the mails you send me and ask wtf is going on. I have notified them I can not stop you from filing a complaint with askgamblers. Would you do so make sure to include **all evidence** regarding this case, feel free to include your conversations with me as mediator.

Regards,
Michel/Zyvera

---
Before I left on vacation I asked livechat for some honesty, since this is the worst ever verification procedure ever and they finally gave me an answer:

"Your account is temporary under player's management revision, because our system has detected possible multiple accounts. This is a standard procedure and at the moment you have nothing to worry about."

So what the hell, I've send in 15 documents, hearing nothing back and out of a sudden my account is under player's management revision????

I was like: okay, hopefully it gets sorted soon because I never had a double account on any site. I mean, I'm verified over 15 sites with the same documents I send to them and never ever broke the T&C on any site.

So I got back from vacation ( August 9th) and I emailed them if there was an update and they said:

"Dear Bram,

Thank you for your email!

Your account is temporary under player's management revision, because our system has detected possible multiple accounts. This is a standard procedure and at the moment you have nothing to worry about.

In case we would need some additional documents from you, you will be contacted by one of our departments.

Until then, we kindly ask you for some patience until this process is completed.

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,
Helen
24Bettle Players support
24 Bettle"

They just keep asking and asking for patience according to their terms. Well I had patience for 29 days and even with help from Casinodaddy this couldnt be solved in any way. I feel like if I don't do anything that this will go on for another 5 years....

It's very simple for me:

Your system (after 18 days(!!!!) of verification procedure) detects something. It seems to me that your highest priority is to look into it and fix it, but not for 24Bettle of course. ALL they do is delay, not answer, not communicate, keep you waiting. And this is going on for 29 days.

Get it together, please proceed my withdraw and block my account on all your sites withing the same license because they are probably the same. You have the worst verification procedure, the slowest communication and you are threating your customers AND partnered content creators as shit.

I lost my mind so many times already and it is mind blowing to me how an MGA licensed casino handles this. I really know how casino's can slow down verification procedures, but 29 days is really really really out of porportion. Even if it was the half of it it would be out of this world.

I feel like I'm stuck against the wall and all they ask is for more and more and more patience. Well, my patience is long over and its time to handle this. I really don't know how this casino can be promoted by so many streamers. At least Casinodaddy took them from their site, and its time other do aswell. They took already a lot of time away from me (and others as I can see when I read other complains).

I can attach 1000 mail conversations, but I will try to highlight some out, since there has been a lot said the past 29 days. I really tried to make this not too long, but its so hard because I wanna assure everything is said and done right from my side.

sm4shedd Netherlands
Posted on August 14, 2020

14 hours left... wouldnt be surprised if they don't respond here aswell. Since its been 31 days already

AskGamblers
Posted on August 26, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

sm4shedd Netherlands
Posted on August 27, 2020

Its been 47 days and still no solution or proper answer other than: "They are working as hard as they can on the matter, we kindly ask for a bit more patience. It will be solved quickly" ... They said this on day 7 and they still say this on day 47.... How are they allowed to hold a withdraw for so long without proper reason? They claim they are investegating a double account.... Well there is no double account and it surely doesnt take 47 days to check that in the systems.

Posted on August 27, 2020

Dear Customer

Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.

The multiple accounting is a breach of our Terms and Conditions. (https­://­www.24­bet­tle.co­m/e­n/terms ; Multiple accounts, article 47)
As per our internal procedure, a KYC verification was requested from both accounts.

The connected account was requested KYC on 15th of July 2020. By today’s date, we have not received further response from the customer.

Considering the information we have so far and our impossibility to confirm there has been no Multiple accounts’ breach occurred, both accounts have been closed from further playing in line with our general Terms and Conditions clauses.
(https­://­www.24­bet­tle.co­m/e­n/terms ; Withdrawal requests – article 89)

All of the proofs from our system has been shared with Ask Gamblers complaints team to support above claims and we will be awaiting the resolution here.

Kind regards,

Complaints team
24Bettle

sm4shedd Netherlands
Posted on August 27, 2020

Can't I get more specific details about that account you claim there is, because I'm very curious about that. I am a long time casino player and never ever had double account on any sites and I'm verified over 15 sites?

It's insane that I have been able to do multiple deposits on your sites and since there is a cashout, you claim something that is not possible. Like said above: I've never had multiple accounts and never will have. So how it this possible?

sm4shedd Netherlands
Posted on August 27, 2020

The one thing I can think off is that your system detected an account from my mate who often plays together with me here when I'm home. But its surely not against T&C to play with your own account on a mate's PC, internet cafe, school or pub?

If this is indeed the case its not problem to verify my mate, but since you havent shared any information I have no clue if this is the case.

Thanks for finally answering tho after 47 days....

Regards

Posted on August 28, 2020

Dear Customer,

Please be informed that due to privacy policy and GDPR we are not able to share these details in public, however, all proof from our end was sent to Ask Gamblers complaints team. I am sorry that this is not the information you wanted to hear, but we have no other choice than to adhere to our Terms and conditions.

Kind regards,

Complaints team
24Bettle

sm4shedd Netherlands
Posted on August 28, 2020

I asked my friend of he could still login into his account and he said his account is frozen. I don't understand why is it against T&C to play with your own account at your friends house? If you give me to opportunity to KYC verify him, it's no problem. I can 100% prove that I don't play on multiple accounts...

AskGamblers
Posted on August 28, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 24Bettle Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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