The player from Austria underwent a lengthy KYC process with a casino. However, the casino is claiming to have transferred the winnings, which the player disputes. The player confirmed the funds were received and the issue is resolved.
24Bettle Casino - Player's withdrawal is delayed.
Amount: €300
24Bettle Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
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9 months ago
Translation
After a 2-month-long KYC process, with outrageous demands for documents (surely more than 10, including a payslip), they simply claimed to have transferred the money via bank in the end (which is not true). They now want me to prove this did not happen by demanding screenshots of my private bank account without any redaction. Of course, I cannot do this as it would breach several GDPR regulations since other business data would be visible.
Automatic translation:
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9 months ago
Dear DiePartei,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Bettle Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise when did you request a withdrawal from the casino and when did the casino inform you it was processed?
Could you please send me the relevant communication from the casino regarding the withdrawal issue? My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Thanks for the email and detailed explanation.
Please understand what the casino is asking for is standard practice in the situation a withdrawal was processed from the side of the casino, but wasn't yet received by the player.
Have you explained your particular situation to the casino? What was their response?
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9 months ago
Translation
I then sent the casino the 10 day history of my bank account under protest. It was pure coincidence that sensitive third-party data appeared. The casino then paid the amount today. That ends well, but the practice of asking for bank statements is unlawful,
Automatic translation:
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9 months ago
Dear DiePartei,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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