24betting Casino - Player’s deposit has not been credited.

Dear Shera_90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 yet, 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 for. 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.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Dear Casino Guru,

Please update...

Can I get money or not??

Now the 24 betting account my transaction amount shows error.

Many of my friends are playing game's through 24 betting, they have been seen my issues so i also told them to do not play 24 betting...

I have been playing since 2021 this casino.

After this incident I got frustrated and amused that about 24 betting website is froud...

I have transaction details still they are ignoring and not replying..

Thank you for your reply, Shera_90. Do I understand correctly based on your initial message that you have already discussed this issue with your bank? Could you please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

Please find attached snapshots communication with bank.

In order to proceed with this case, kindly provide the following information:

• deposit receipt,
• screenshot of the deposit/cashier history (you should be able to find it in your casino account),
• any communication between you and the casino related to this issue.

Thank you very much.

Dear Team,

Please find attached snapshots.

Thank you very much, Shera_90, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Ok Kristina..

Hoping for positive response and waiting for my money.

Hello, Shera_90,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 24betting Casino team,

Could you please look into the player's issue and inform us about the results of your investigation? What happened there?

Please find the important details in the screenshots from the user above.

This delay been very frustrating day by day I swear I'll never play any casino in my life..24 betting casino is fraudster and stolen money.....There is no doubt in this, we called them thieves..

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 Shera_90,

This is the email I received from the casino:

"Hello

The online payments infrastructure that supports the entire online gaming industry in India has experienced sever disruption and extended downtime over the last few days.

Every single operator has been affected.

You can cross-check this with any other Indian facing online operator that you may have contact with.

Those customers that have been affected will either be auto-refunded eventually via the payment gateway they have used, or their account balances on our site will be updated once the transaction is completed and we have received the funds.

We can only update players balances if the funds have been received on our side (regardless of whether the funds have been deducted from the players bank account). This is the nature of online payments.

We can not put an exact date on this, because we don’t know when exactly the situation will stabilise.

We have responded to every single customer query and complaint that we have received. We operate a 24/7 customer service and complaints handling team.

We are not commenting on individual cases on your site.

You are free to copy and paste this message on your site, as you see fit.

Regards."

This is my suggestion on how to proceed further...

Since we are not aware of issues with online payment infrastructure within the entire gaming industry in India, but there is an option that your funds could be "auto-refunded" at some point (which is usually approximately 30 business days as a standard in such situations) - I will now contact the casino back with the information and details you provided regarding your deposit, supported with the statement from your payment method provider, ask them to investigate the issue using all those details since it looks like they have not done it yet, and will set the timer for the casino until the end of the 30-day period from the day the deposit was made (+ a few days) - until the end of next week Friday.

Then, there are a few options:

• Your funds will be refunded to your payment method in the meantime - "auto-refund", and we can consider the issue successfully closed
• The casino will provide us with an update after their investigation, possibly credit the disputed funds to your casino account balance - successful resolution too
• The casino will not reply at all or will not provide any new information or updates regarding the matter, while the situation will remain unchanged - we will be forced to close the complaint as unresolved until the situation is fully resolved

So, now I am setting the timer for the casino in accordance with the information above and will wait for the results of their investigation. If I have any news or updates, I will inform you. In the meantime, please inform us about a successful refund or credit of your disputed funds to your casino account balance as soon as possible.

Thank you for your patience and understanding.

Dear Shera_90,

Since you did not inform us about a successful refund or funds credited to your casino account balance and we have not received any further response from the casino regarding the issue, unfortunately, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, but the details and/or clarification previously requested via email will be necessary.

Best regards,

Branislav, Casino.Guru