24Bettle Casino - Player’s bonus winnings have been voided.

Dear sputi77a,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„What you should know

...

6.6 Placing single bets equal to or in excess of 30% or more of the value of the user’s starting balance (deposit plus bonus) until such time as the wagering requirements for that bonus have been met is not permitted."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. If your starting balance (deposit + bonus) was €160 then the max bet shouldn't be greater than €46,40. Are you aware of placing greater bets than that?

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear sputi77a,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, sputi77a, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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 sputi77a,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello sputi77a.

Please, could you confirm the casino statement?

Guten Tag,

was das Casino mir obenstehend mitteilt habe ich verstanden.

Es eifach sehr fragwürdig, warum ich auf den Spielverlauf nicht zugreifen kann! Ich habe es mittlerweile von 5 verschiedenen Endgeräten probiert und immer kommt die gleiche Message. Das kann doch nicht sein und wirkt absolut nicht vertrauenswürdig.

Wissen Sie, ich kann mich beim Support melden, dann senden die mir den Spielverlauf. Wie hoch ist die wahrscheinlichkeit, dass mir diesen dann übermittelt wird und gefälscht ist…? Einfach etwas reingepflanzt wird…mittels Exel migriert und abgeändert.

Ich möchte es gerne selber sehen! In jedem Onlinecasino kann man selber nachschauen…Nur bei 24Bettle nicht?

Ich kann alles in meinem Konto anschauen nur dass nicht. Finden Sie das nicht auch ein wenig komisch?

Ist Casino Guru nicht in der Lage, das auf seine Richtigkeit zu überprüfen?

Kann Casino Guru nicht einen Link anfordern, um das zu überprüfen? Natürlich mit einer Handlungsfähigkeit die von mir Erlaubt wird? Ich würde Ihnen sofort eine Vollmacht für diese Handlung bringen.

Sehen Sie doch anbei das Foto. Hier ein Link…https://we.tl/t-Ztjdi26msK Nur wenn ich den Spielverlauf anschaue, ist das so der Fall…und alles andere kann ich anschauen.

Sorry aber ich bin sehr skeptisch und denke das dies eine klare, betrügerische Masche ist.

Dear sputi77a,

Thank you for your reply.

We are sorry to see that you are having difficulties accessing your bet history from your side and we would like to inform you that everything has been forwarded to our technical department for further checking.

It may happen that our technical department will send you an e-mail if they will need any more details from your side to help them to fix any errors.

Regarding your statement that we can alter your betting history if we provide you with it over e-mail, we are sorry to see that you think that we would do something like that.

Please be reminded that we are a fully licensed casino that is operating on the market for many years and to alter any details of our players from our side is strictly forbidden.

Once again we invite you to send us an e-mail to support@24bettle.com so we could provide you with your betting history.

Also what we can suggest you is to contact our game provider directly so you will be able to receive your gameplay history from another source.

If you decide to contact our game provider please let us know as we can provide you with their contact details.

Best regards

Customer Experience Department

Guten Tag,

besten Dank für Ihre Antwort und die ausführliche Klarstellung.

Heutzutage ist Vertrauen gut jedoch Kontrolle besser.

Bitte senden Sie mir doch die Kontaktdaten vom Spielanbieter bezüglich dem Wettverlauf dieser von einer anderen Quelle erhalten zu können.

Ich werde dann nachfragen und wäre auch weniger Skeptisch.

Danke Ihnen und einen schönen Tag.

Dear sputi77a.

I am very sorry about the situation. After a detailed examination of the case, we have decided to reject it. Unfortunately, with buying the bonus in-game features, you have breached the casino maximal bet condition. As you confirmed, you did spend €345 at once (considered one bet) with buying the free spins that are more advantageous than normal spins, therefore you gained an advantage while playing with the bonus. I am sure that it was not your intention and the condition could have been more clear. Additionally, the best practice would be enforcing such a condition by the software (you would not be allowed by the system to breach such a rule), but it is an industry-standard nowadays, and we cannot ask the casino to pay the winnings. 

Of course, you have every right not to agree with our decision. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru