The player from Germany had his winnings capped at €20. The player states that he accumulated winnings after registration free spins have been lost. After taking into consideration all the facts and the decision of the IBAS ADR, the player's complaint was rejected.
24Bettle Casino - Player’s winnings have been capped.
Amount: €500
24Bettle Casino
Safety Index:LowSafety Index
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4.8
24Bettle Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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4 years ago
Translation
Hi there,
i played at 24 bettle. There I received free spins for registration on Sunday. After I used it up without a profit, I deposited € 10.
With this € 10 I was a little bit more lucky. The result was a profit of € 520!
I then had these paid out directly.
After 24bettle kept me waiting for the processing (payment request Sunday 06:50 - today (it was processed, money not yet in the account), I was emailed today that I won the winnings with free spins for the registration and I would only be entitled to € 20, but that's just not true !!!
I feel very cheated and hope you can try to mediate. I'm in exchange with 24 bettle. Live chat cannot help me at all and refer me to email support. He responds sporadically
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4 years ago
Dear Sascha,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you forward your game history to my email address petronela.k@casino.guru? Additionally, forward me the email from the casino in which they informed you that your winnings have been capped. I hope we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
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Hello Petronela,
Thank you very much for your fast reply. I forward the emails directly.
I had to request the course of the game extra !! At 24bettle, this is only saved for the last 24 hours. What I personally find very strange, I don't know from other online casinos ...
I hope you can help me, the casino doesn't seem to be willing to answer my questions.
thank you very much
Sascha
Edit: Mail traffic should be there
Edit 2: Even the € 20 (which you wanted to transfer to me a few days ago) have not yet been transferred
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4 years ago
Thank you very much Sascha for providing all the necessary information. I will transfer now your complaint to my colleague Peter 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.
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4 years ago
Hi Sascha,
I looked at your case and checked your gaming history thoroughly. In the row 1820 you can see your deposit of €10 and in the row 1818 there is the bonus of €11.50 from free spins. The row 1817 shows how much needs to be wagered to meet the wagering requirement (€690) because winnings from free spins have a 60x wagering requirement. The rule can be found in the casino's Bonus T&Cs:
"The Wagering Requirement is 60x the value of your Free Spin winnings."
Then you asked for a withdrawal but the wagering wasn't finished. That's why your withdrawal was cancelled and the winnings confiscated. I'm sorry, but there is not much that can be done in this case. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. Have you received the €20 as promised?
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4 years ago
Translation
Halli prter,
Thanks for the answer.
That's not true, I made the sant bonus deposit and met the requirements. This is also not contested by the casibo.
The casino, on the other hand, claims that I won the winnings with free spins without deposit, so they only paid me € 20.
In the meantime I still had email traffic with the support. May I send it to them too.
But as I said, I met the requirements for a payout, unfortunately it is only claimed with games without a deposit.
I received the € 20. The rest of the casino is still skewing.
best regards
Sascha
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4 years ago
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Is there any news here?
Unfortunately, the problem has not been solved. Casino continues to claim that I won the winnings with no deposit spins. This is simply wrong!
I ask you to ask again, as I said, I would like to send the further emails.
I still hope my winnings will be credited to me. It was certainly not due to the bonus conditions for the first deposit, which the casino never said.
best regards
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4 years ago
Hi Sascha,
I admit it is curious why you were awarded the €20 which is the maximum conversion from no deposit free spins. Please send me the emails (peter.m@casino.guru) and, in the meantime, I will contact the casino.
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4 years ago
Hi Sascha,
Thanks for the email. I would like to ask the 24Bettle Casino to double check the decision to cancel the player's winnings and provide a more detailed explanation of the issue.
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4 years ago
Translation
Unfortunately, there is probably no response from the casino side. So please mean even if it won't reach many. Do not deposit here, you can see how you as a customer are cheated. And that with a profit of "only" 500 €. The IBAS (responsible for this casino) is informed anyway. Unfortunately, you wrote me an 8-12 week processing time.
I've written off my money
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4 years ago
We would like to ask the 24Bettle 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 affect its rating.
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4 years ago
Hi Sascha,
I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of 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. As a last resort you could contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good licence, so they may be helpful. Please let me know if you need help with filling the form. If you're fine, let me know how the MGA replied (peter.m@casino.guru).
Best regards,
Peter
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4 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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4 years ago
Dear Customer,
Kindly be informed we have run thorough investigation on your case. Please be informed that you were in fact right. You have won your winnings with deposit free spins and the maximum amount for withdrawal on these winnings is €100. From your account we can see that you have been paid whole €100 in 2 installments. First was made on 19th of March 2020 in the amount of €20. After our investigation you have been paid the rest in the amount of €80 on 4th of July 2020.
The funds must have reached your bank account already and we would kindly ask you to confirm this.
We apologise for any inconveniences this may have caused you.
Kind regards,
24Bettle Complaints Team
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4 years ago
Translation
Thanks for the answer.
Unfortunately, I totally disagree with that. My winnings and withdrawal without free spins fraud totaled € 500. Of this, they (24bettle) have only transferred me 20 € to date. I am still claiming the rightful profit of € 500.
Since you have already seen an error on your part, I ask you to transfer the missing amount (480 €) to me.
best regards
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4 years ago
Dear Customer
Unfortunately your winnings are limited on €100 which has been paid in full as we have previously stated. The first installment has been made on 19th of March 2020 in the amount of €20. The second installment had been made on 4th of July in the amount of €80. We have checked with our Financial department and both payments have been made successfully on your account via our third party payment provider Trustly. I would kindly ask you if you could check your account for these payments and keep us updated.
We apologise for any inconveniences this may have caused you.
Kind regards,
24Bettle Complaints Team
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4 years ago
Translation
Dear 24bettle casino,
I checked my account. In fact, the € 80 was transferred as described.
Thanks for that! Nonetheless, I ask you to pay out the missing difference again. Now that a total of € 100 has been paid out, I still expect the missing difference of € 400! As you have been informed and proven several times, these winnings were achieved through a deposit and not, as claimed, through free spins. But now I'm just repeating myself. The ibas (and mga) have been informed for a long time, but they are currently not active due to corona.
I therefore ask you to transfer the missing amount to me again. Then you can close the topic here.
For so long I really advise against depositing money here! There are enough alternatives, the rating here was certainly not simply made
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4 years ago
Dear 24Bettle Team,
The player stated he won the €500 by playing with his real money after he lost the free spins. Is there game history that would prove otherwise?
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4 years ago
We would like to ask the 24Bettle 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, the complaint will become ‘unresolved’.
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4 years ago
Dear Customer,
As we have already stated before, our investigation on this matter has proven that your winnings were made with free spins and therefore the winnings were limited to €100 which you have already received.
Please be informed that we have provided proof of these winnings to Casino Guru, where it is visible that you have made these winnings using free spins.
Kind regards,
24Bettle Complaints team
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4 years ago
Hi Sascha,
I received evidence from the casino suggesting your winnings were made from free spins. The thing is, you received three different bonuses in form of free spins: 24 registration free spins, 55 free spins together with the 115% bonus and 20 free spins in the Berryburst game. The reason why your winnings were limited to €100 is because you hit some small wins using the free spins. These funds were then used to make larger winnings. I'm afraid if this is the case, there is not much I can do to help you.
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4 years ago
Translation
This is not the case. As has often been written. I had no deposit free spins. These were consumed (without profit). Then I made a deposit and this is where my winnings come from. The casino has, so to speak, already admitted what they have always said that the free spins without deposit did not contribute to the winnings.
Ifas is working on the case and has already agreed with me. If there is this evidence, I would be really happy if the casino passed it on to me. However, this doesn't happen because the suppprt at 24Bettle is really unsatisfactory. Apart from the fact that withdrawals take a long time (or are denied). I am no longer concerned with the silly missing € 400, but rather with warning others to invest money there. Stay away from 24BETTLE
best regards
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4 years ago
Alright Sascha,
Let's wait for the IBAS' decision. Please let me know how they replied (peter.m@casino.guru).
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2 years ago
Based on all the facts and the decision of the IBAS ADR, we are forced to reject the complaint.
Dear Sascha,
If you are still convinced that you were right, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. I wish I could be of more help.
Best regards,
Peter
