Complaint #18 Play24bet Casino

Casino not honoring my self exclusion

By Ash5

5 years ago

Message on forum

I have requested so many times for the casino to. Self exclude me but they are not responding and live chat if you finally get through to them that is they say to write a email to close acc I am a compulsive gambler and this is very risky for me I must have sent atleast 3 emails for. Me to be excluded due to having gambling issues since then have kept depositing with them and losing please I request from when I sent the first email. Of exclusion to have all my deposits refunded thanks but most importantly to close my account permanently.
I did receive a email stating they excluded me but it was still open to login and deposit and losses money
Since then emailed them. But no luck.
I will. Also attach email. From then stating account closed.
I will attach screen shots of emails.

Disputed Casino Play24bet Casino

Reason Terms violation

Amount €30

Discussion

Ash5

5 years ago

30 euros is what I I'm requesting to be refunded and my account be permanently excluded..

AskGamblers

• Support Team

5 years ago

Dear @Ash5,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Play24bet Casino Complaint Stats

Resolved 1 / 11

Avg. Amount $3,445

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Play24bet Casino Complaints

See all complaints for this casino

Never credit my deposit to my account

On Saturday, January 23, 2022 I created an account with play24bet and initiated a Bitcoin deposit of 0.00056881 BTC. I received a notification right away that I must make an addition deposit which I did of 0.00024314 BTC.

I received an email confirming my deposit but it was never credited to my account.

I tried initiating contact with the casino via their live chat option but I never received a response on their end.

It has been two days and still nothing.

I am requesting that the casino operator to issue me a full refund and close my account.

Unresolved

Delayed payment of €4,900

I've been playing on play24bet for a while now and never had any problems with withdrawals and if there was an issue I was always kept up today’s with any delays but always had a response and got paid.

For the last 2 weeks I've been told it would receive part of my withdrawal €1500 on Monday and the rest €3400 the following Thursday, this didn’t happen so I contacted chat and they kept saying really sorry this will be paid today....they said that everyday.

I would usually email Andrew my account manager who would usually always respond but hasn’t been, customer support has also not responded and neither have the finance department. I've emailed on various occasions asked on live chat to speak to a manager either on there on by phone as no one is replying and getting back to me as promised.

I’m a loyal player I’m not unfair I just want my winning and not to be ignored. As you can see from the emails abs screenshots I’m just at a loss at what else I can do before going down the legal route?

Unresolved

€4,900

Withdrawal not being processed

I have spent over 10,000 euros on this site. Have winnings of 8,000 euros pending since the 21st of January 2021. Finance and Support will not respond to my email requests. The live chat ‘manager’ says they have no access and to ‘please be patient!’ I believe from now reading other reviews this was a massive mistake on my part and they won’t pay out any winnings. Please help even if to stop them from doing this to anybody else

Unresolved

€8,000

Issues With Withdrawal

Good evening, I am writing to yourselves to see if you can help with an on going problem I have had for the last 6-8 weeks with the casino Play24bet. I have been waiting for a withdrawal from them for nearly 6 weeks now and I have no idea how else I can obtain my funds I am owed. I have spoke to their online chat host "Amanda"probably twice a week for duration of the 6 weeks to be told to be "patient" - I have also been told to email their support team which I have numerous times but as expected no response. It states online that the withdrawal can take up to 10 working days (which I have waited a lot longer). I have kept a record of all transactions / conversations and communication I have made with the casino. The withdrawal online has been on the same status "the withdrawal request has been received and is pending processing " - its been like this for over a month. I am currently waiting for £8533.54 (which keeps going up and down due to the Euro and them taking so long). Please can you advise on what I can do to get my funds. I have attached a few screen shots of the same conversation I keep having with the casino. I am at my witts end. Thank you

Unresolved

£8,534

Late withdrawal and no reply

I have been asking live chat for the last 10 days when my winnings would be payed chat says they send emails to support also ive sent nearly 7 emails aswell and no reply and live chat never wants to help or tells me it will be a few day 4 days later still nothing they owe me 800 euros in winnings and no matter how many times I ask live chat the say it will be a few days or they have sent a email to support and they never seam to have any answers parts from it will be a few days or for me to contact them and I never get a rrply

Unresolved

€800

Unpaid Withdrawal

I have now been waiting for a withdrawal for over 1 month. I submitted a withdrawal on the 3rd June which was accepted around a week later, I have also submitted all my bank details required to process this withdrawal. When ever I have contacted the live chat they have simply said to wait a few days but after over a month of waiting i don't believe this money will be paid. There is no valid reason to have to wait this long for a withdrawal and I have never experienced this at any other online casino. Hopefully this issue can be resolved quickly and my withdrawal honoured.

Unresolved

€1,100

Failed to act accordingly on my account closure request

I joined this casino at the beginning of March. On the 8th March I decided to cancel my account as I believed I was betting too much. In live chat they advised to send a request via email, which is what I did. I sent an email to support@play24bet.com (copy of email attached) asking for my account to be closed. Based on the Responsible Gambling policy my account should have been closed from that point and yet I didn’t receive a response and my account was left open.

As my account was not blocked, I then deposited a further €589.

Point 14 of the casinos Ts&Cs states to cancel the account state “close my account” in an email, which is what I did (copy of T’s &Cs attached), however, as mentioned my account was not closed.

The casino has now blocked me from accessing my account (as of 3rd April) for asking too many times where my withdrawal was (it arrived two weeks late). I can’t access my deposits on my account and so I have attached Copies of my bank statements showing the deposits to the casino made from 9th March - 23rd March attached.

Because of the above breaches in Ts&Cs I asked the casino if they would refund me the deposits I made after I asked for my account to be closed, minus my withdrawal amount, which would be €449 (€589-€140). To date I have not received a response. Copy of Emails attached from 7th and 8th April.

Please can you help

Unresolved

€449

Still no funds 292 euro

My account was verified, all documents accepted, made my withdrawal 16 days ago, it was accepted & I was just to wait on my funds. I still have no funds, it says on the site that the funds are transferred too, and when i speak too chat they says the banks are late. how can i trust that when nothing shows up?

Unresolved

€292

Self exclusion refunds

Hi there I hadAn account with this casino which after a while I realised that I was starting to struggle with gambling problem.

I then went onto the website and found something called self exclusion and the Ecogra which also explain on play24bet sites, i contacted customer support on online chat on 15/01/20 explained serious gambling problem (to which they tried offering free bets) then agreed email them and they will definitely self exclude me straight away as per it says once you are so excluded you cannot reopen your account (copy of email attached)

I then assumed all is okay and all I’ve been self excluded however I went back onto the website on the 27th of February and I could still login and thereforeWent on To lose several more thousand pounds. I then went back onto the online chat and spoke to Xander as per attached and Asked why on earth the account had not been permanently close as per their self exclusion option Xander did not have much answer to this, I told him that I have a gambling problem on the online chat (as attached) as I did on the 15th of January , Later on in the chat he informed me that he would email the team to make sure the self exclusion was processed as I had originally emailed it over on the 15th of January 2020. I then tried to logon a few days later on which the account with showing as blocked and I could then no longer login which was great.

I then went on to the online chat on the 24th of February and asked them is it account closed permanently or am I able to reopen it, I was told yes of course it can be reopened no problem at all and no questions were asked, unfortunately as I am an addict with a gambling problem I went on to lose about £6000 in one evening.

I then made a complaint about this and felt under the Circumstances I at least Should get the £6000 back not even including the original few thousand I lost on the basis that is never processed the self exclusion in the first place but surely once it was in place and then they we opened it I should be entitled to that 6000 back due to the breach.

I got no reply for a while however somebody called Lola reply to me once They knew I was going to ask gamblers and she said she would look into the case. I then received an email from her as attached confirming the refund will be processed this week so again I completely thought they agreed To refund as their clear error and breach was the sole reason for me losing his money. I then got an email from her again a few minutes later saying they’re not going to do it just yet they will come back to me within a week that was 2.5 weeks ago and I’ve sent them atleast 10 chaser emails and now they just ignore me and have never replied since. It’s been a month since complained and received no proper response
I wondered ask gamblers you able to help me?

Unresolved

£6,000

Casino withdrawal delay

My account was verified, all documents accepted, made my withdrawal 16 days ago, it was accepted & I was just to wait on my funds. I still have no funds, I have emailed constantly to try & get a response, they ignore me - I have tried live chat numerous times, they tell me to wait & promise my withdrawal has been accepted so i will receive it. They have promised me updates by email but every time I speak to them, all they say is they will open a new ticket & can’t give me a timeframe. I have been trying live chat for a few days now & they don’t answer anymore - all I want is my wothdrawal, if it has been all accepted I don’t understand the delay - hoping you can help! Thanks

Resolved

€500