The player from Austria has requested a withdrawal in February. It has been pending since.
24Bettle Casino - Player’s withdrawal has been delayed.
Amount: €170
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.
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
After there were problems with the booking of a profit, I asked to close the account, but this was not done, then I paid back and played with a balance of about € 170, then the account was closed and I've been waiting for 1 month on the payment of my credit.
In February I won € 345 for the game Lara Croft, but this amount has not been credited, since then I have been in contact with the support but they tell me that the provider has not yet made a decision - which decision I won and therefore the Claim my winnings, so I strongly advise against playing in this dubious casino.
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3 years ago
Dear Ingrid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise the sequence of events? You have won in February and then after several unsuccessful attempts to withdraw your winnings you asked your account to be closed, is that correct? When did you request your account to be closed and what reason you’ve given? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
so on February 19th played the game Lara Croft in Casino Bettle 24 and won 348.30. This profit was not booked up. I made a complaint immediately and have been waiting for the credit since then. Have asked the support very often when this profit will now be booked, but I did not get an answer because allegedly there was still no decision at the provider?
So then I played again, paid in, paid in again, lost, etc.
On April 21, after I still did not get an answer, I asked to close my account, but it did not happen.
Then on April 22, I deposited another € 200 and played with a balance of around € 170, they just closed my account and since then I've been waiting for the payment of my balance from this deposit. I was told that it will take longer because everything is checked? What do they want to check is my money and not a profit!
So it's about 2 things
1- The undrawn profit from the game Lara Croft
2 - My credit which I have paid in and therefore belongs to me
Please help.
thank you
best regards
Ingrid
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3 years ago
Thank you very much Ingrid for the clarification. Could you please advise what reason you gave to casino when requesting your account’s closure? Ideally, please forward any relevant communication to petronela.k@casino.guru. Thank you in advance for your reply.
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3 years ago
Thank you very much Ingrid for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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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3 years ago
Hello Ingrid.
Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.
Please, be aware that the casino has a bad reputation on our website, the resolution process may be difficult.
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3 years ago
Translation
I think it's a cheek when a casino can just do what it wants.
I just want my right!
Thanks for the help, I'm curious.
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3 years ago
We would like to ask the 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’.
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3 years ago
Translation
Thanks for the info, what can I do afterwards to get my money?
best regards
Ingrid Rohacek
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3 years ago
Dear Ingrid,
We have checked with the relevant department and would like to inform you that your account is temporary under player's management revision.
As per information from our Legal department, no additional documents are required from you for the time being.
The reason for the investigation is that our system has detected more than one player using the IP you registered on.
However, this is a standard procedure and at the moment you have nothing to worry about. In case we would need some additional information from you, you will be contacted by one of our departments via email.
Once the investigation is completed, we will be informed over your email in a timely manner and will have all relevant documents.
Meanwhile we thank you for your patience.
Wishing you a lovely weekend ahead Ingrid.
24Bettle Team
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3 years ago
Dear Ingrid.
Please, let us know if there is any new information about your case.
We are extending the timer by 7 days.
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3 years ago
Translation
No, no information everything unchanged - unfortunately!
Thanks & Greetings
Ingrid Rohacek
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3 years ago
Dear 24Bettle Team.
Please, is there any new information regarding your investigation?
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3 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’.
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3 years ago
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No info / reaction from the casino
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3 years ago
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Simply not answering and collecting money is fraud
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3 years ago
We would like to ask the 24Bettle Casino team 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’.
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3 years ago
Dear Yvonne,
Your account with us has been closed because our system has detected multiple accounts using the same IP address. This is a violation of our terms and conditions.
The particular Term in question is:
47. Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.
( https://www.24bettle.com/en/terms )
It has been fully investigated and it has been decided that your account is to remain closed permanently.
We have sent a detailed report to the forum admin.
According to internal procedure, when there is a Multiple accounts suspicion, KYC is requested from both accounts
The connected account was requested a KYC verification on 17th of April 2020 and once again on 5th of June.
By today's date we didn't receive a response from the account which left us with no choice but to close both accounts in accordance with our Terms and Conditions.
Best Regards,
Casino Sieger Team
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3 years ago
Translation
I only have 1 email address and certainly not 2 accounts!
No matter I don't want to play there anymore, but I want my credit!
thank you
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3 years ago
Dear Ingrid.
We have received relevant proofs from the casino. Therefore, we’re not able to proceed with further investigation. I am very sorry, but we believe that you are not entitled to receive your winnings. Unfortunately, we are forced to reject your case since you have clearly breached the casino T&Cs.
However, if you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Malta). Please, contact me if you require assistance with it.
Best regards, Jozef
Casino.Guru
jozef.k@casino.guru
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