24betting Casino - Player’s winnings haven’t been received yet.

I played casino in 24betting web site. I had deposit Rs 50,000/- and won Rs 50,000 I request to withdraw of Rs50,000 on 01/10/2024 but not credited to my withdrawal amount to my account still is pending. when i contact customer care He said send payment have successfully and payment accepted in showing our system and also sent UTR number but tha utr number transaction not came my bank account i aslo enquired in my bank that UTR number is not correct and UTR have only 11 digits. He is intesionaly not made my withdrawal amount to my account.

Dear Mahishyla7,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Kyc is already verified. but my withdrawal amount not credited to my account. 24betting web is not made payment he give false utr number and also not provide successful payment details or bank statements.

Dear Mahishyla7,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Mahishyla7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

still not received my withdrawal amount of rs 50,000.

I already sent my bank statement.

I sent fake utr number he didn't sent his bank statement regarding my payment still

Dear Mahishyla7,

Can you please clarify what is wrong with the UTR number? Who exactly made this mistake?

If possible, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Regards,

Nick

24betting casino customer care have sent fake utr number about my withdrawal but didn't came my account I checked my bank account its not came to my account He did sent fake UTR number IDIBH24277290032 and he didn't sent his bank statement for successful payment regarding my withdrawal payment, That UTR Number its not a successful payment transaction ID.

I enquired my withdrawal Rs 50,000 amount with 24betting casino customer care regarding my withdrawal payment. He said payment is showing in our system payment is successful and through IMPS and sent UTR Number IDIBH 24277290032 but this UTR number is fake transaction UTR Number but he did not made payment still and not answered and also to my withdrawal Rs 50,000/-amount.

Thank you Mahishyla7 for all the information provided. I will be forwarding your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Mahishyla7,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 24betting Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify if the player's withdrawal request was processed within your system. In case of any supporting evidence, please send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

i sent some files regarding my withdrawal amount not received through my maill to you

Thank you for your email, Mahishyla7.

For now, we are awaiting a reply from the casino. I hope we'll hear from them soon.

k

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 Mahishyla7, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under Costa Rica license, which is unverifiable, and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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. 

I can only recommend you choose casinos by 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,

Natalia