Complaint #32
24Bettle Casino
Refuses to make a payment to my bank account for incorrect reasons
8 years ago
I tried to make a withdrawal from 24bettle on April 18, 2017 but they refuse to pay the money because I'm accused of having multiple accounts at 24bettle. I have written several times and asked them for the proof of what I'm accused of but they only respond to other things and ignore my questions. I therefore hope askgamblers can help me solve the problem.
I'll take the story from the beginning. At first withdrawal (Approximately 500 Euros), they denied my withdrawal with the motivation that I had to upload some documents to enable my account to be verified. After that, however there would be no problem making a withdrawal. They even forced me to go to my bank to print a bank statement that would be uploaded as evidence. If they already knew that the withdrawal would be denied why did they force me to make lots of things unnecessary? I've asked that question without getting an answer like everything else.
Anyway, I submitted all necessary documents as they requested and started a new withdrawal. That's when the problem started. First of all, they exceeded the time to wait before a withdrawal is approved or denied without any explanation. In the end, I had to contact 24bettle and they told me they had found multiple accounts with my IP number and that the account had been frozen and no more information could be given in the case. Of course, I wanted 24bettle to prove this because I had never played with them before and made an account just to take part of the bonus. I knew that I did not have multiple accounts at 24bettle so instead I demanded that they could prove it in that case. The problem is that their live chat is totally incompetent and does not have the right to solve any problems at all. Instead, I was referred to writing to [email protected] so they would test my case again. I gave it a chance and wrote to them. The first email, I received no response at all (Embarrassing that they do not even respond to their customers e-mail), so I sent the same mail again hoping for an answer at least. The support responded to my second mail at least but the problem is that I never got any answers to my questions and all they answered was that my account was frozen and that it was a decision that was unchangeable. I knew I did not have more accounts at 24bettle so I wrote to their live chat again. But got answers like: "I am not at liberty to provide you with more information in regards to your account or the others". How can I be accused of something where they cannot give me the evidence? I know that I do not have multiple accounts and because they have no proof of it, they refuse to show their so-called "proof". Of course, I did not give up and emailed them again without any reply.
Then I wrote again to their live chat. Finally, the support gave me my "proof" of why I was accused; "Tina: 23457 Remak85 77.218.230.57 7667 joker800 88.131.62.38 69 jimman1985 83.185.245.11 12838 Jeeennee 88.131.62.38 Tina: these are all your accounts. Our system is always able to detect them". (I have saved the whole conversation with the live chat and can send if it is necessary to show the answer I received with the "evidence") So this was the proof that I used multiple accounts with the same IP number? They show some accounts that their system has "detected" but these accounts do not even have the same IP number? First of all, it's quite sick that themselves write their "evidence" in the chat just like that and second that they do not even manage to enter the same Ip number for all accounts. Obviously, I'm getting even more suspicious and asking if they seriously meant that the given proof is serious. In response, I get instead; "Tina: And how can we get the evidence that you have just one account then, please?", "Tina: You need an evidence from us and we need from you." and "Tina: I said, that I cannot provide you with some more information, but if you have such evidence, you can prove that you have just one account with us.". Are they really so stupid? How can I prove that I am innocent without any evidence showing that I am guilty?
24bettle has told me that no further correspondence will be answered. That is why I ask askgambler for help. I know I do not have other accounts and 24bettle lies just to avoid paying out my money. If they cannot provide any proof that I can see with my own eyes, well then I will never give up on this question. If they do not prove I'm guilty or actually pay out my money, I'll spread the rumors about 24bettle so nobody else will be exposed to the same thing as I've been forced to experience. I think it's sick that "serious" online casinos can find their own stories to avoid paying their customers. In real life one can not be accused of anything if no evidence exists. Where should I go to make a complaint against 24bettle if this does not work now?
I'm looking forward to a response from 24bettle as well as from Askgamblers. As I said, I have saved all conversations and if necessary, I will upload them.
Please help me to get my money.
With kind regards
Johannes
I'll take the story from the beginning. At first withdrawal (Approximately 500 Euros), they denied my withdrawal with the motivation that I had to upload some documents to enable my account to be verified. After that, however there would be no problem making a withdrawal. They even forced me to go to my bank to print a bank statement that would be uploaded as evidence. If they already knew that the withdrawal would be denied why did they force me to make lots of things unnecessary? I've asked that question without getting an answer like everything else.
Anyway, I submitted all necessary documents as they requested and started a new withdrawal. That's when the problem started. First of all, they exceeded the time to wait before a withdrawal is approved or denied without any explanation. In the end, I had to contact 24bettle and they told me they had found multiple accounts with my IP number and that the account had been frozen and no more information could be given in the case. Of course, I wanted 24bettle to prove this because I had never played with them before and made an account just to take part of the bonus. I knew that I did not have multiple accounts at 24bettle so instead I demanded that they could prove it in that case. The problem is that their live chat is totally incompetent and does not have the right to solve any problems at all. Instead, I was referred to writing to [email protected] so they would test my case again. I gave it a chance and wrote to them. The first email, I received no response at all (Embarrassing that they do not even respond to their customers e-mail), so I sent the same mail again hoping for an answer at least. The support responded to my second mail at least but the problem is that I never got any answers to my questions and all they answered was that my account was frozen and that it was a decision that was unchangeable. I knew I did not have more accounts at 24bettle so I wrote to their live chat again. But got answers like: "I am not at liberty to provide you with more information in regards to your account or the others". How can I be accused of something where they cannot give me the evidence? I know that I do not have multiple accounts and because they have no proof of it, they refuse to show their so-called "proof". Of course, I did not give up and emailed them again without any reply.
Then I wrote again to their live chat. Finally, the support gave me my "proof" of why I was accused; "Tina: 23457 Remak85 77.218.230.57 7667 joker800 88.131.62.38 69 jimman1985 83.185.245.11 12838 Jeeennee 88.131.62.38 Tina: these are all your accounts. Our system is always able to detect them". (I have saved the whole conversation with the live chat and can send if it is necessary to show the answer I received with the "evidence") So this was the proof that I used multiple accounts with the same IP number? They show some accounts that their system has "detected" but these accounts do not even have the same IP number? First of all, it's quite sick that themselves write their "evidence" in the chat just like that and second that they do not even manage to enter the same Ip number for all accounts. Obviously, I'm getting even more suspicious and asking if they seriously meant that the given proof is serious. In response, I get instead; "Tina: And how can we get the evidence that you have just one account then, please?", "Tina: You need an evidence from us and we need from you." and "Tina: I said, that I cannot provide you with some more information, but if you have such evidence, you can prove that you have just one account with us.". Are they really so stupid? How can I prove that I am innocent without any evidence showing that I am guilty?
24bettle has told me that no further correspondence will be answered. That is why I ask askgambler for help. I know I do not have other accounts and 24bettle lies just to avoid paying out my money. If they cannot provide any proof that I can see with my own eyes, well then I will never give up on this question. If they do not prove I'm guilty or actually pay out my money, I'll spread the rumors about 24bettle so nobody else will be exposed to the same thing as I've been forced to experience. I think it's sick that "serious" online casinos can find their own stories to avoid paying their customers. In real life one can not be accused of anything if no evidence exists. Where should I go to make a complaint against 24bettle if this does not work now?
I'm looking forward to a response from 24bettle as well as from Askgamblers. As I said, I have saved all conversations and if necessary, I will upload them.
Please help me to get my money.
With kind regards
Johannes
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