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24Bettle Casino - Withdrawal pending for over a week now

RESOLVED
Dirtyjojo Finland
Posted on March 26, 2019.

Hello,

I really need help with this casino. I made withdrawal request on 17.3.

I send them my documents on same day, just to speed up process.

On monday 18.3 they send me email, and asked proof of deposit to complete verification. I send them too.

Then i didnt hear anything about them, send email > no answer.

I was everyday in chat multiple times, no news. Then yesterday i was finally verified, i got that information chat, they did not send me email about that.

Earlier i asked do i need to wait after verification procress another 48h to complete my withdraw, they said no, because this part has taken allready so long.

Today i have asked three times about my withdrawal, it is still pending.

I asked do they handle withdrawing in weekends, chat lady said they cant tell me that.

I am really worried about this, i wish i have read these complaint about 24bettle before i put my own money there.

Withdrawal amount is 3500e.

Please help me, i am powerless with this situation.

Dirtyjojo Finland
Posted on March 26, 2019.

Hello, i would like to add to my waiting complain this (attached).
So, my withdrawal is prosessed, but is this waiting time really legal?
I really dont trust this casino at all, im begging, that you help me. I dont feel that there is any money coming to my bank from them.

AskGamblers
Posted on March 30, 2019.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours, due to technical issues with notification emails, hoping that 24Bettle Casino management will soon jump in with an update on this complaint,

Dirtyjojo Finland
Posted on March 30, 2019.

Thank you @Askgamblers,
I have not received even first payment. They said it should be on my bank account at the end if 1.4.
I keep you updated, and i hope this case is open until i have all my money.

Dirtyjojo Finland
Posted on April 1, 2019.

Hi @Askgamblers and 24bettle.
So i did not received my first withdrawal as they promised. I am sending today proof to they (bank statement).
I hope 24bettle step in this case and help me out.

Posted on April 2, 2019.

Dear Player,

Your payout request of 3500 euro has been approved on 25th of March. As per our terms and conditions, this has been split into installments. The first installment is 1000 euro and was sent out the same day your payout was approved. We always sent out automated emails when the status of a payout request is changed. There is no way that you have not been sent one as well. It might have gone to your spam/junk folder or filtered out depending on the email services you use.

Regarding your concerns, with bank transfers, the approximate time frame in general (not applied on our end but on the payment providers end) for money transfers is 2 to 5 business days. This does not depend on our end as we are not a financial institution and this transfer is processed by payment providers (your bank being one). As the estimated time frame has elapsed and we have not yet received a proof of missing payment from your end, please, do check in with your bank and confirm the if you have received your first installment.

We will remain at your disposal and do assure you that your winnings will reach you.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 2, 2019.

Hello 24bettle, nice that you join with this.
I have not received that first part of my withdrawal, and yes, like i said i am sending you proofs about it.
Lets keep this open until i have all my money.

Dirtyjojo Finland
Posted on April 2, 2019.

I now confirm @24bettle that statements are send to your email.

Posted on April 5, 2019.

Dear Player,

Thank you for your confirmation.

We are on this and checking all details needed to assure the transfer to you is successful. You will be updated once we have definite confirmation.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 5, 2019.

Yes, looking forward to it.
(No money today either.)

AskGamblers
Posted on April 9, 2019.

Dear 24Bettle Casino,

Please let us know if there's some update regarding this case.

Dirtyjojo Finland
Posted on April 10, 2019.

I have contacted several times via chat. Payment has not come to my bank. And all i get is computer phrases with every chatworker.
Really getting angry with this.

Dirtyjojo Finland
Posted on April 14, 2019.

I will keep this open and hope 24bettle answers.
Tomorrow is 2 weeks that i should have my first payment, but it has not come to my bank.
And also tommorrow is the day they promised to make second payment. I asked via chat this, and they said they dont do it, if my first missing payment is not resolved.

Dirtyjojo Finland
Posted on April 15, 2019.

Good news! First part of withdrawal has arrived to my bank!
I still want to keep this open until i have rest of my money. (2500e)

Posted on April 17, 2019.

Dear Player,

We are happy to see that you have received the first part of your split payout. Please, be informed that the second installment in the amount of 1000 euro has been wired on the 16th of April. You shall receive it in 2 to 5 business days on your account as well. The next installment is due to be processed around 2nd of May.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 17, 2019.

ARE YOU SERIOUS 24BETTLE? In email you send me my withdrawal was going to take two payouts? I have proofs about that and in this complaint to i have screenshot your email. TWO, not THREE or more. I really want that you keep your promises!

Posted on April 19, 2019.

Dear Player,

We would like to remind you that as per our terms and conditions payouts with amounts larger than € 1,000 weekly, or € 5,000 monthly will be paid in terms which 24Bettle decides, until the full withdrawal amount is reached. Your total payout request is € 3,500 and this is the reason why it was split into installments. Please, find the extraction of our terms which you have agreed to upon creating your account with us below:

https:­//w­ww.2­4b­ett­le.c­om­/terms
96. The Player is aware of and agrees that 24Bettle can decide at its own standards, that the maximum amount that a Player can be paid-out is € 1,000 (or the equivalent amount in US dollars or GBP currency) per week, and € 5,000 per month. All amounts larger than € 1,000 weekly, or € 5,000 monthly will be paid in terms which 24Bettle decides, until the full withdrawal amount is reached, if 24Bettle decides not to pay-out the whole amount at once. 24Bettle may, at his own discretion, also decide to pay the amount as a whole, even if the pay-out amounts will be higher than the maximum set within the paragraph. This condition also applies to winnings of (progressive) jackpots. The Player also understands and agrees that depending on the specific locality of the player and preferred withdrawal option, a withdrawal fee may be applicable. Withdrawal fees that may be applicable are: 10% for the e-Wallet transfers and the total of the actual bank fee costs for the bank transfers. Any fees involved will be deducted from the withdrawn winnings.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 19, 2019.

Yes, 24bettle you can be sure i have read your terms and rules. First email you send me about withdrawal you were talking about TWO installments, not three. And all this time i have waited (over month now) I am received only 1000e. So this really make me upset you make this so hard.
And when I am in your chat talking about this, you allways say "we will contact you". I have not got a single email from you. This second installment i read here. But lets see how long this process will take.

Posted on April 22, 2019.

Dear Player,

Checking our records we have not managed to find an email where you are being informed that the payout will be transferred in two installments. Would you, please, send us a proof of this as we do not see a case of misinforming here?
Please, also note that when you are contacting our support team, regardless of whether this is on Live Chat or email, they provide you with the same information about your account. If you are informed on an update about your account via Live Chat it is considered that the new information has already been forwarded to you and therefore an email is not sen out. In case that you do not contact us via chat, you will be informed via email.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 22, 2019.

Hi,
I took screenshot via this complaint. Here you are talking two installments, not three.

Posted on April 22, 2019.

Dear Player and AskGamblers team,

As you can see from the screenshot the email was to inform the player about the date of his next installment. It does not mention that the payout will be done on two or more installments.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 22, 2019.

And if you say first and second, how many installments that will make?
As i said, maybe you should be more accurate in your emails. And mention, that there will be also third installments.
Oh yes, and by the way, still waiting second installment to be in my bank account.

Posted on April 23, 2019.

Dear Player,

It seems that you have misunderstood the email. You were only informed for the upcoming installment date and not all of them. Please, once again be informed that the bank transfer estimation is up to 5 business day. Since your second installment has been wired on the 16th, it should be with you by the end of the day. Please, check with your bank and confirm.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 23, 2019.

I have not received that money.
And please, in future be more accurate to other players about that.
So then it dont lead misunderstanding like this.

Posted on April 24, 2019.

Dear Player,

Please, provide our support team with a proof of missing payment - a bank statement showing all your incoming transactions from the 16th of April until today so we can look this up. You can send the document to suppor­[email protected]­4be­ttl­e.com. Please, make sure that all sensitive information on the bank statement is covered.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 24, 2019.

@24bettle,
Proofs about missing payment is send to you.

Dirtyjojo Finland
Posted on April 24, 2019.

I now confirm that I received 1000e. Only 1500e to go.

Posted on April 25, 2019.

Dear Player,

We are happy to see that you have received your installment. The final installment as mentioned above is to be wired in May as per our terms.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 26, 2019.

Ok, looking forward to it.

Posted on April 28, 2019.

Dear AskGamblers,

We would like to request from your side to step in. As the payments of this player have been processed well for the moment and the next installment is after a week we would like to request this complaint to be closed. Your response time is far less than we need to confirm the processing of the installment. This is creating unnecessary delay on our end which should not be the case as we have already informed the player accordingly.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on April 28, 2019.

Dear Askgamblers and 24Bettle.
I really want to keep this open until I have all my money.
Yes, two installments has been succesfull, but I still dont say they have been handeled well. If everything was going well I dont think we need to be here resolving this. I feel, this is my protect.
So please, let keep this open untill i have received whole withdrawal request.

AskGamblers
Posted on May 1, 2019.

Dear @Dirtyjojo,

Please let us know if we may close this complaint as resolved? Please 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.

We would also like to use the occasion and suggest to player to contact our team and request complaint's reopening in case something goes wrong with their payment/s.

Thank you for your cooperation.

Dirtyjojo Finland
Posted on May 1, 2019.

Dear Askgamblers team,
I dont consider this case to be resolved, because i dont have all my money yet.
As i had said, i feel this is my secure, and maybe helpful to other players.
When money arrive to my bank account i will write here and ask to close this case.

Dirtyjojo Finland
Posted on May 3, 2019.

24bettle, can you confirm last payments has been made?

Dirtyjojo Finland
Posted on May 6, 2019.

Ok, so this was the reason i did not want this complaint to be closed. They have not send my money, and dont know when they are going to do it. Look attached files.

Dirtyjojo Finland
Posted on May 6, 2019.

Here is last screenshots from conversation via chat.

Posted on May 8, 2019.

Dear Player,

The third and final installment of your split payout has been successfully wired to you on the 7th of May. The full remaining amount of 1500 euro has been paid out. You should expect to receive the winning in up to 5 business days. Do check in with your bank and let us know when you have it.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on May 9, 2019.

Nothing on my bank account from you, still waiting.

Posted on May 10, 2019.

Dear Player,

The bank wire transfer was done on the 7th of May. As per the given estimation for bank transfers which is up to 5 business days - your payment should arrive on your end by the 14th of May next week. Kindly check your account after the weekend.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on May 13, 2019.

Just keeping this open, money is not arrived. Better luck tomorrow maybe.

Dirtyjojo Finland
Posted on May 14, 2019.

I have not received money. I will send my proofs again to you 24bettle.
Never been so frustrated, i really want this to be over so i can close my account from you.

AskGamblers
Posted on May 15, 2019.

Dear 24Bettle Casino,

Please let us know if there's some update regarding this case.

Posted on May 15, 2019.

Dear Player and AskGamblers Team,

On the screenshot, the player has provided us there is a visible transfer of 1500 euro to her account from the 7th of May. We confirm that the payment is successfully processed. Player needs to carefully check in her bank account transactions to see the payment.

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on May 15, 2019.

Really? That payment is not from you, it is my own payment from my second bank. You cant be serious. (Check screenshot)

Dirtyjojo Finland
Posted on May 15, 2019.

Here is details about that payment.

Dirtyjojo Finland
Posted on May 15, 2019.

This is how it looks like, when your second payment is received on 24.4.

I just checked my bank, nothing from you after 24.4, so still waiting my 1500e.

Posted on May 16, 2019.

Dear Player,

We have once again checked in with our finance team after your screenshot and they have confirmed that a successful transfer was made definitely. Would you check your account once more to confirm?

Best regards,
24Bettle Casino Team

Dirtyjojo Finland
Posted on May 16, 2019.

Yes, i confirm I received money YESTERDAY, no need to call me liar about my own bankpayment. And once again I add screenshot to this, so you can see how it looks like when your payment is received.

Thank you @askgamblers team for helping me. This took 2months, but finally I can rest this case. Only one thing to do, close my account.

This complaint is closed now.

AskGamblers
Posted on May 16, 2019.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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