24Bettle Casino - Player is criticizing bonus policy.

Hello there, i got into another troubles with the 24bettle casino. That's little twisted how they played on me and i dived into this because my addiction and isolation. Normally i would not mind but hit me hard how cruel they did it. It started me winning about 900Eu i withdrawed, and asked if i can redeposit to Black Friday offer with that ongoing, was assured its already in procese and can do, after this i depo 150 and day after they returned my cashout on acc merging with news bonus, telling i need to rollover again all sum plus bonus... At this point i did not want to play as lost that 150 and would use that money but they stated they can not back this and It was Friday... i was ragefull,

They provoked me into this state of mind and made me play it, this really hurts as they cheated telling me i can not do nothing and i need to gamble when i did not want too.. That was really huluminating, considering i was already exhaused from the weekly gambling Covid and things, they made me play without sleep in isolation with gambling really my only option...

it just destroyed me, I lost most of It...

Could you please help me?

Besties, Wojciech.

Dear Wojciech,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that you have requested to redeposit a part of your winnings? Have you received any winnings from the initial amount of €900? Please forward any relevant communication petronela.k@casino.guru.

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

Best regards,

Petronela

Hello there, thank you for fast response!🙂

I requested an withdrawal 900eu, that has been accepted and status have been changed to processed,

after this on email i received Black Friday offer and asked on live chat if i can deposit towards it having

the withdrawal ongoin, and was encouraged to do so. I deposited extra 120Euro as the offer was good(bait)

and after played few bets having maybe 50% of that left. At this point i was waiting for the withdrawal to come

on my account, but to my worst nightmares they canceled the withdrawal saying some bsurd i given bad IBAN

(i always withdrawal/deposit on same acc they have verified very well) and told me i must rollover that

withdrawal again because there was some bad calculation/system error that they can not fix.

They merged that with new bonus offer that i have already lost)

with the bonus, demanding from me i need to play. At this point i was outrageus and knew playing such state

would probably not end good if i loose. Wrote an email and contacted live-chat to please fix it as its obviously

evil from them, but at this place i just got some messages from "Gloria" on my emails that i need to play

and not caring its their system error. I think this is totaly unresponsible in the time of COVID and human

isolation to force me to gamble, this could end really bad to be honest...

Could you please forward any relevant communication? Thank you in advance.

Hey, i just forwarded most of my communication by email with them.

I do not have the live-chat part, i maybe find some screenshots, as they do not send log-chats and does not offer

that option on the site...

Please note that at first part they delayed my withdrawal process requesteing newer and more documents

to a bsurd level where they have to be all within date in this month, and after all that accepting my withdrawal

canceled it just after to merge into new bonus i received on Black Friday ...

Saying it can not be fixed and i NEED to play, for sure seeing in log i really want to quit...

Pretty sad from a licensed "realiable" casino

Thank you very much, Wojciech, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Wojciech.

I am sorry to hear about your problem. In files what you sent us, I found a screenshot from which is evident that you made two withdrawals before. Did you use the same withdrawal method as for the third one? Before the withdrawal did you fill somewhere again the information about your account? (My logic: if you already withdrew before then the casino has all the information about the payment method, so how you could make an error then)

Hi there, was waiting for an email from you, nice to seeing my case alive.

Yes i used exacly same method, i made multiplie withdrawals only on that account,

They made me send them tons of papers including official statement from that bank, VISA evidence

alot of problems before, thats why i asked if i can still play, and was asured.

I got an email archivised where i am sending my banking details after they told me i given bad details via site

(what is not possible). I made multiple tries to contact them via live-chat/email asking for phone too

where i was begging them to withdrawal as i know weekend was comming and in overall bad mood +

isolation ongoing i was feeling pretty bad wanting to stop atleast till Christmas.

They got MGA logo on the site with the addnotation "please gamble responsibly"

I do not understand if it is not a mistake how can they have anything like that licensed?

Best Regards, Wojciech.

I would like to invite the casino representative into the discussion. Please explain to us what caused the mistake with withdrawal (when Wojciech made already two successful withdrawals with same payment method) and what exactly happened then.

Hey, just want to add i did alot more than two withdrawals (about 20-30).

When they started making troubles with withdrawal i sent it again on live-chat/email.

They just frozen my account, guess now they care about "game responsibly" thing

what is posted on their main page 🙂

Covering up evidences...

We would like to ask the 24Bettle Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I am sorry, Wojciech, that it is taking so long - hopefully, it's because of Christmas and the casino will reply here soon.

Hi there, and Happy New Year!

As there was no response from 24Bettle Casino,

What steps should i take?

Best Regards, Wojciech.

Hello Wojciech. 

Standard procedure is to extend the timer for another 7 days. I hope that after the weekend, the casino representative checks the emails and respond. If not, we will help you to submit a complaint to the casino regulator.

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’.

Hi, unfortunately there is no response from 24bettle. I would like to kindly ask you for help submiting official complaint to casino regulator.

All the best,

Wojciech.

Hello Wojciech.

Please open this page:

https://www.mga.org.mt/support/online-gaming-support/

Follow the instructions on the page. Please submit all communication with the casino. It must be clear that you tried to solve your case with the casino directly, but you failed in that, and that's the reason why you are seeking help from the regulator. Let us know when you submit the complaint and when you receive an answer from them.

Hello, thank you for response, showing interest in my case.

I just sent the complaint via given form,

hopefully the will answer soon,

if it is needed i can post it here or send it via email if everything is put right.

With all the respect,

Wojciech.

Wojciech, now you need to wait on IBAS. I am sorry that it's so time-consuming. Unfortunately, we can't speed it up anyhow. Let me know on email: matej@casino.guru when you get an answer from IBAS or their verdict. We will then close the complaint accordingly.

Meanwhile, I close the complaint as unresolved with status: waiting for the decision of the regulator.

When you write to me to email how IBAS decide, then we reopen the complaint.

We've reopened this complaint as per the casino's request. 

The casino representative contacted us and showed us evidence that MGA ruled in your favour and the casino already paid you. Could you please confirm this?

Dear Wojciech,

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

Because Wojciech didn't react and the casino sent us proof that the MGA ruled in the casino's favour, we are rejecting this case.