The player from Germany is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
24Bettle Casino - Player’s struggling to complete the account verification.
Amount: €600
24Bettle Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I submitted a payout on June 23, 2021 and uploaded the necessary documents. On June 25th, 2021 I had submitted the requested documents since then I have not been verified and the amount has not been paid out. The support always puts off waiting. In the terms and conditions a maximum of 48 hours is specified, but 7 days have already passed.
Automatic translation:
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2 years ago
Dear Alexander,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account?
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
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2 years ago
Translation
Hello no, the same thing is said every time. I should wait. So far it has not happened in any casino that you need longer than 7 days for the verification.
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2 years ago
Translation
Hello coincidentally, after submitting the complaint here, my documents have been accepted and the payout has been approved. Can you leave the case open until payment is received?
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2 years ago
Great news. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.
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2 years ago
Translation
Hello the amount has arrived. The case can be closed thanks for the help.
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Alexander, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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