The player from Germany is struggling to complete the KYC because the casino isn’t satisfied with the quality of the provided document. The issue was resolved, the player received his winnings.
24Bettle Casino - Player’s struggling to verify his account.
Amount: €1,500
24Bettle Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I registered at 24 bettle Casino on 02/12/2021, and deposited € 124 (via MuchBetter) and accepted the welcome bonus and earned € 1500 afterwards. My documents sent to verify KYC copy of ID card, current account statement and 3 screenshots of MuchBetter, where my data is on it and where the transaction is and finally where my phone number is and the payout is made at the same time.
A day later I got a message from 24bettle Casino, where it said that the 3 screenshots were rejected by MuchBetter Reason: a photo from MuchBetter should be where everything is written, my data corresponds to the transaction with number and my phone number and they do not accept a screenshot but in PDF form.
Otherwise my account can not be verified or paid out, and worst of all I can not reach MuchBetter Support 18 emails sent and no response so far.
I don't know what to do, and the support from 24bettle won't talk to you, which means that without this document you don't want to verify my account.
I also have proof of material and ask for your help.
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3 years ago
Dear ragner69,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Is providing proof of deposit via MuchBetter the only thing holding you back from completing the KYC? Do I understand correctly that the casino approved the rest of your documents?
Would you be so kind and send me the screenshot of MuchBetter that was not accepted by the casino?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Thank you very much ragner69 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi ragner69,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 24Bettle Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Dear Customer,
We have checked your case. Please allow us to inform you that as per our Terms and conditions your account can not be verified if we do not receive all necessary documents.
Please note that our legal team has deemed that the MuchBetter screenshots you have sent us are not credible enough as a proof of account. Therefore, as per our Terms and Conditions, we have requested from you to send us a new one where all necessary information can be visible on one page, just like on the example that we have sent to you.
Please note that it is not in our intention to cause you any inconveniences with this process since we want for all our players to be satisfied with our Casino and our services, however in certain cases there are rules and regulations we need to follow that are set to us by our licence.
Once we receive this document from you, your account verification process will be set on the highest priority with our relevant department and I am sure you will receive updates from them very soon.
Kind regards,
24Bettle Complaints Team
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3 years ago
Dear 24Bettle Complaints Team,
Does it have to be a document from the payment provider above or is there any other option to verify the player's account?
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3 years ago
Translation
Hi Peter,
I thank you in advance and I hope that leads to a result, because I am desperate and I don't know what to do I don't have more documents from muchbetter and muchbetter doesn't answer my emails, I have written the 18 emails.
PS. With the same documents I verified myself at all other casinos and they all accepted that without any problems, so I can't understand that.
Kind regards. ragner69.
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3 years ago
Dear ragner69,
It's nothing unusual for casinos to ask for additional information from players. Please forward the original email you sent to support@muchbetter.com to my email address: peter.m@casino.guru. I already contacted Muchbetter myself and asked if they had some sort of a technical problem and wait for a reply.
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3 years ago
Translation
Hi Peter,
I sent you the emails from MuchBetter
With best regards.
ragner69.
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3 years ago
Thank you ragner69. Let's see how the casino replies. Based on the emails you sent it's obvious that you tried hard to get the document from Muchbetter.
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3 years ago
Translation
Hi Peter,
I finally got an answer from MuchBetter and an account statement in PDF format. The document consists of 10 pages and all transactions from February and March are on it.
I forwarded the email to you with an attachment and I don't want to see all my transactions, maybe you have a way how to filter that out.
With best regards.
ragner69.
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3 years ago
Hi ragner69
I found an article that could be useful for you. There are some online and offline tools, you can take a look here:
https://www.easepdf.com/topics/how-to-redact-pdf.html
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3 years ago
Translation
Hi Peter,
I have now sent this to 24bettle and contacted their support and was told it will be checked and they will get back to you as soon as possible.
I'm curious how long it will take.
According to the casino representative, my case will have the highest priority.
Kind regards. ragner69.
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3 years ago
Hi ragner69,
Thank you for the emails. I'm glad to hear that your account is now verified. Let me know when you receive your winnings and I will close the case accordingly.
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3 years ago
Translation
Update.
Hi Peter,
I have actually received my money now and I owe that mainly to you and Casino Guru, you are doing a great job 👍TOP.
So in the future I will believe Casino Guru when it comes to casino reviews and recommendations !!!
On the other hand, I have decided not to play at 24bettle Casino anymore and have my account closed permanently, as I no longer trust the store and I am no longer sure whether 24bettle will pay out big winners.
LG. ragner69
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3 years ago
Dear ragner69,
Thank you very much for the nice words. I'm glad to hear that you received your winnings and understand your decision to close your account. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Peter
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