The player from Austria has requested a withdrawal one week prior to submitting this complaint. The payment hasn’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.
24Bettle Casino - Player’s withdrawal has been delayed.
Amount: €440
24Bettle Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
So on April 24th, 2023 I had ordered a payment by bank transfer (which should go to a different bank account, namely my son's) ... this is 440 euros ... had also received a confirmation email ... I then asked in the live chat after the 2nd day (payout duration 2 days is advertised) they said the payout was approved and the money is on the way I should please be patient because you have a 3rd party who regulates your payments can do it Delays have already occurred ... I was told the same thing in the days that followed ... today, May 2nd, 2023, I still haven't received anything, so I asked again in the online chat and was told that the transaction had been made a long time ago and I ask bank transfers or information from the account statement from 24.4 to today 2.5 should be sent as a pdf ... said done .... what happens to me are 8 euros debited at around 6 p.m. today but you are not able to transfer the money? please help i don't know if they want to make fun of me or why you were allowed to pay 8 euros now.....ps.: i never had to verify myself on the website, even though i've been there before had played and also received my payouts
Automatic translation:
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1 year ago
Dear hubertkutternig98,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you? Have you received any winnings from this casino in the past to this specific payment method?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
It's important to note that once the payment has been processed, the casino no longer has control over it. At that point, the payment is transferred to the payment provider's side, and the casino can no longer intervene in the process. While this can be frustrating for customers waiting for payment, it's important to understand that the casino's hands are tied in this matter. It's up to the payment provider to process the payment in a timely and efficient manner.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
hello yes the payment has been confirmed and sent but have not received it yet... and yes i had also received winnings from this casino in the past if required i can also send the necessary screen shots have a pdf.... i will Wait these 14 days that you mentioned and hope that the money will arrive in the meantime
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1 year ago
Thank you very much, hubertkutternig98, for your understanding. I will check back with you on Wednesday. Meanwhile, if you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru.
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1 year ago
Dear hubertkutternig98,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
We regret to inform you that we are unable to proceed with the investigation of your case at this time. Despite our attempts to request more information, we haven't received any response from your end. Unfortunately, this means we're not able to provide any further assistance or suggest possible solutions.
If you decide to reopen this complaint anytime in the future, we would be more than happy to assist you and address your concerns to the best of our abilities. We sincerely hope to hear from you in the future and resolve this matter in a prompt and satisfactory manner.
