Complaint #12 Bet24-7 Casino

Delayed payment and KYC verification

By Tal B.

2 years ago

Initially I had a good experience with registering and depositing.

The frustrating part comes when needing to verify my account.

As a Senior UI/UX designer working in this industry for 10 years now I know what is a good user experience and what is not. When you want to verify your account at Bet24-7 you can only upload ONE file. This seems to be part of their business model so they can delay payments to their customers.

Since you can only upload one file I do like anyone else would do and upload an image of my front ID.

Then they wait 1-2 days before sending the obvious email to your registered email saying you have "forgot" to upload your ID Back, bank statement and pictures of cards. Now I have been in the limbo for the last three days after emailing them the complete set of KYC required documents. I dont think I will get a reply anytime soon and if I do they probably will make up a story that the image is not clear enough or something similar.

Then the limbo continues.

When you reach out to the customer service they cannot help you at all. They will tell you that finance department is an outsourced company and they cannot support you. So in reality the customer service could just be ran by AI bots at this stage. I have 800euro queing for withdrawal now that they consciously delay so we gamblers continue playing and dont cash out winnings.

Not sure askgamblers should recommend these guys on their website.

Best Regards

Henrik

Disputed Casino Bet24-7 Casino

Reason Delayed payment

Amount €800

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

pellehenrik

• Sweden • 1 reviews

2 years ago

Winnings has been paid. Case can be closed as resolved.

AskGamblers

• Support Team

2 years ago

Dear Bet24-7 Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

pellehenrik

• Sweden • 1 reviews

2 years ago

I have an addition to add to this case. Finance department came back to me by mail and said they will process my withdrawal soon. But I think its just part of their marketing strategy. Few minutes after they contact me over mail they send me an offer called "Cashback mondays". I suspected something fishy and went on to read the T&C of their "cashback monday", and it states that you cannot have any pending withdrawals or balance on your account. So they basically try getting you to cancel your withdraws to get the benefit of the cashback. Im copy pasting here the statements in text from the offer at ::Öhttps://www.bet24-7.online/en/promotions/unlimited-weekly-cashback?utm_campaign=Monday+Cashback&utm_content=EN+EUR+1&utm_medium=email_action&utm_source=customer.io

"This alluring offer waits for you when you have a zero balance, with no pending bets or withdrawals."
"Sport: Wager your cashback 10x and then you're free to withdraw up to 10x the cashback amount.
Casino: It's the same thrilling deal! Wager 10x, withdraw up to 10x."
"Want to make a grand exit? You can withdraw up to 10 times your cashback amount in a single sweep."
"We adore pampering you, but one active bonus per person is the charm! Twin accounts? We might need to shut them down and any cheeky winnings will be forfeited."

Be very very careful when playing here and make sure everything is in order before starting to play. Would most likely not recommend it all. But you choose. Im now at day 8 of having my winnings witheld even though im KYC verified. Website states 48hour process time.

Bet24-7 Casino Complaint Stats

Resolved 7 / 15

Avg. Amount $321

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Bet24-7 Casino Complaints

See all complaints for this casino

Delayed payment of 1500 brazilian dollars

Good afternoon, I'm Brazilian and my withdrawal has been delayed since 01/09/2024 today and 01/20/2024, please, I need this money and the website hasn't paid yet, please check my withdrawal < username removed > usern Please, I really need this money, I don't want to lose it, it will help me a lot, I don't know why it's taking so long.

Unresolved

R$1,500

Since last year I have been waiting for my payment

On December 4, I opened an account at this casino, I received a free bonus for having met the wagering requirements, passed the KYC verification process and made a verification deposit of €10. I have been requesting my withdrawal and they have canceled it. Without any type of explanation besides delaying it more and more, the online service center does not know anything.

I have written to the financial department and I have never received a response, the casino does not want to pay me that is why I am requesting help.

Thank you, I am requesting €75

Unresolved

€75

My 140 EUR withdrawal is delayed

Hello,

I have the same problem as most people here, made a withdrawal request of 140€, and sent all required documents for KYC verification, but the withdrawal request is still pending. I made a deposit of 20€. support can't do anything as they say they have very limited insight into withdrawals.

I am trying to reach the finance department and nobody has answered since 08.01.2024, but on the website, it is written that the withdrawal procedure takes up to 24 hours and the KYC verification procedure takes up to 48 hours.

Can somebody help me with this? Also, I'm trying to reach Versusodds BV as this website belongs to them.

Resolved

€140

Bet24-7 Casno - The casino does not pay out winnings

Hello.

I have such a situation, a problem with withdrawing funds at Bet24/7 casino.

The withdrawal of funds lasts from 12/17/2023.

I wrote to the support service, they replied that the finance department is responsible for withdrawing funds. I wrote to the finance department three times about the withdrawal of funds, but in response, they wrote that they apologize and try very hard to speed up the withdrawal of funds.

Please help me resolve this situation.

Resolved

$65

Slow delayed payment since 4th of December

Alright from the time of this complaint submission I shall do my best to make sure it goes threw this time.

So we will go from the time of the most recent withdrawal request from the 12th of December which would make it 15 days or so that I've been waiting for the withdrawal.

I know I followed all the rules and have submitted all documents which the finance team asked from me personally from even before this current withdrawal and I summitted on the 4th of December.

Since that time I didn't hear anything from them until a week ago stating, ( I shall attach screenshots for exact wording). I know there processing times for everything has well went past what they stated and it would be wonderful if I could get my payment processed which I once again tried the live agent today and got the same response I have been getting from them every time I go and ask, which I will attach in screenshots again for exact wording.

Hopefully I can get this resolved and would just awesome if I could finally get this off my shoulders and continue to have that entertainment I'm suppose to be having and not dealing with issues I shouldn't have to deal with. Thank you for your time and patience.

Unresolved

$650

Is not paying out my winnings of 700 Euro

Casino is not replying to my e-mails and the withdrawal is still pending for more than a month now.

They forced me to cancel the first attempt to switch to credit card withdrawal. Account got already verified 2 weeks ago.

Card withdrawal should take 48 hours stated on their homepage.

The winnings were accumulated with a bonus that got wagered fully as you can see on the other screenshot.

Unresolved

€700

Delayed 50Euro withdraw

I have been waiting for my withdrawal since 21.11.2023. As with every complaint here, I can just say the finance department did not answer to one of the several emails I sent over the last 3 weeks.

But when I saw the amount of complaints here I was surprised this happened just once on this Casino.

I think I will never receive anything here.

Unresolved

€50

Delayed payment of 50euro

Hello, I would like to know when my payment order will be processed.

Payment order placed on December 6, 2024

Attempts to contact the finance department without an email response.

Only live chat responds quickly, unfortunately they are unable to do anything and ask for patience or direct contact with the financial department

Unresolved

€50

I'm waiting for my money of my withdrawal

I'm waiting for my money of my withdrawal with transaction ID bet247_151975346.
The withdrawal started at the 08.10.2023 and they've written it will be a maximum of 48h.

The support says they can't communicate with the financial department, I have to write them, but the financial department isn't answering.
The KYC is done, written by the support in the attached files.

I think this Casino is an absolute scam.

Please help.

Thank you

Unresolved

€200

Cash withdrawal delayed

I can't withdraw my money since 7 October 2023.

Customer service is not responding. There is no verification or anything like that. Just withholding my funds.

Tried to contact support, no answer. No answer via chat on the site, and accordingly there is no money.

What to do in this situation I do not know.

Please help and take at least some possible measures

Unresolved

$100