24betting Casino - Player claims that payment has been delayed.

Dear nandulikeu,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear nandulikeu,

Have you received your withdrawal from the casino yet?

No till now I did not receive my money of 50000 rs

Sir/madam, 14 days over but till now I did not receive my money of 50000rs

Thank you for your reply, nandulikeu. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Could you please advise if you’ve submitted a ticket with Casino Customer Support and received any reply already? If you haven’t contacted the casino directly, please go to the website (https://24betting.com/casino), then open the live chat, and the live chatbot will immediately give options: 

1) deposit problems 

2) withdrawal problems 

3) bet problems  

Click on the relevant button and input the relevant details that the bot asks. It is very fast and efficient. If you’ve already done so and received any kind of reply from the casino, please forward it to kristina.s@casino.guru and specify the ticket number.  

Withdraw problem

My ticket number is 718026

Amount of 50000 rs

Till now they not sent me a my amount of 50000 rs , they tilling me to wait and be patient but it's already 24days over, tell me one final date to settle and withdraw my amount which was in pending by you ( 24betting team) send me clear details , iam already sent you request on 10/12/2023 requesting no :718026 and i attached the screen shots of your e-mail that iam requested on 10/12/2023 , please don't delay more hours send my money back and i hope that this time you will solve my problem and fullfill my expectations thank you

they just timepassing with me to send my money back

24 days over but till now no response they not sending my money back

Thank you very much, nandulikeu, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello nandulikeu,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 24betting Casino to join the conversation.

Dear 24betting Casino,

Can you please provide an explanation on why the player withdrawal request was still not processed?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Sir ,

Kindly please help me

Dear nandulikeu,

Due to the ongoing festive season, the key individuals handling your complaint are presently on holiday that's why there is no development in regards to your case. I anticipate that we will see advancements after the new year. While I recognize that this is less than ideal, the existing circumstances unfortunately restrict our alternatives. In consideration of the delay, I will extend the timeline by an additional 7 days. Thank you for your comprehension.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear nandulikeu,

I'm awaiting additional information from the 24betting Casino Team. I will prolong the timer by an additional 3 days in the hopes of progressing your complaint.

Dear nandulikeu,

Despite my efforts to address your situation with the casino team and having granted them additional time to provide evidence regarding the delay/cancellation of your withdrawal, regrettably, they were unsuccessful. The casino security team supposedly identified discrepancies with your account, and that's why your withdrawal could not be processed, but they didn't provide any supporting evidence for their claims. Since we have not received any evidence from the casino team explaining the cancellation and no further response has been received from them on this matter, we are unfortunately forced to close this complaint as unresolved. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. While the casino is licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. I can only recommend you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion

Best regards,

Michal

Casino Guru