24Bettle Casino - Player’s withdrawal has been delayed after account closure.

I have submitted all verfication document and have been fully verified. But then the claimed I have excluded from a sister company and they closed my account. But as per their terms and condition it states even if the account is closed they will pay out balance. They keep giving me the run around claiming relevant department is reviewing it but it’s been over a month and half and they keep giving me same auto reply. I want my payout I’ve submitted please help me. This is poor practice cause if I lost they would have kept taking my money without saying anything

Dear Jeff035854,

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 to make sure I understand your situation completely.

Have you excluded yourself from a sister casino due to gambling problems?

How long has your account been verified?

When was the last time you communicated with customer support and what was it about?

Dear Jeff035854,

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.

I have excluded my self from the sister company just to be responsible. My account has been verified for over a month now. I have spoken to support just yesterday and they said they would refund me my deposit but now my winnings of 4,800 but as per there terms and condition it states that they if the account gets closed they would payout the balance on account.

Just wanted confirm that the payout is $4,800 cad not $2,800.

Before we proceed with the case, please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.

Dear Jeff035854,

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.

I have excluded my self just to be responsible and my account has been verified since august 3rd 2023. I have last spoken to them last sept 20th only to give me same information.

Thank you very much, Jeff035854, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Jeff035854,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Jeff035854,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru