The player from Switzerland requested a €5000 withdrawal from 24Bettle Casino on April 25, 2024, but had only received two payouts of €1000 each. He was still missing €3000 and could prove his claims through emails and screenshots. The casino explained that payouts were processed in €1000 installments as per their terms and conditions. The player confirmed receiving the final installment of €1000 after a three-month wait. The complaint was marked as resolved after the player received the full amount.
24Bettle Casino - Player’s withdrawal is delayed.
Amount: €3,000
24Bettle Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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5 months ago
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Hello,
I am experiencing issues with 24Bettle Casino once again.
On April 25, 2024, I requested a withdrawal of €5000. I did not receive any bonus, so the casino is obligated to pay out.
Today is June 4, 2024, and 24Bettle Casino has made two payouts of €1000 each.
Unfortunately, I am still missing €3000, which I have not received yet. I can prove everything and have email conversations and screenshots to back it up.
Thank you for your help.
Best regards,
Domenic
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5 months ago
Dear sputi77a,
Thank you very much for submitting this 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.
When was the last time you communicated with customer support regarding your delayed payment?
Have you been told when the rest of your winnings will be paid out? Does the casino intend to pay out this amount in installments of €1000 as well?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Dear sputi77a,
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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4 months ago
Translation
Hello Veronika
According to the casino's first email, the €5,000 should be paid out in two installments (1x €1,000 + 1x €4,000)
The second transfer only amounted to 1000€.
After that I wrote again and the casino told me that the third and final installment would be paid out by June 11th. However, only €1000 was transferred again.
The outstanding amount is therefore still 2000€.
I just wrote to customer service again today.
It's just a disgrace. I can send you the entire email conversation so you can understand the whole thing.
Best regards
Dominic
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4 months ago
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Hello Veronika
Just got another answer from the casino.
The whole thing is unbelievably cheeky. The rest of the money is supposed to arrive on June 25th. Attached is a screenshot of the email.
That's a total of 2 months of waiting time since the payout. Just bad...especially since this casino has robbed me of over €100,000 since 2018.
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4 months ago
Have you received the winnings that were supposed to arrive on June 11?
Please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
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4 months ago
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Hello Veronika
The credit that was supposed to arrive on June 11th arrived on June 5th.
So far the casino has transferred 1000€ to me 3 times.
However, 2000€ are still missing.
This long wait is an absolute disgrace. It's been almost 2 months now. Especially when you consider that I lost over €100,000 net in this casino. The casino had my money straight away and didn't have to wait.
I will forward you the entire email conversation.
Thanks
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4 months ago
Thank you very much, sputi77a, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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4 months ago
Dear sputi77a,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite 24Bettle Casino representative to join this conversation.
Dear 24Bettle Casino, could you please provide more information about this case?
Looking forward to your reply.
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4 months ago
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Hello Katarina
Thank you for your support.
Unfortunately, the missing €2000 has still not arrived.
I've been waiting for 2 months since the payout. Customer service keeps putting me off and I don't take these people seriously anymore.
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4 months ago
Hello all,
Looking into this case, we would like to provide few updates.
Withdrawal request made by player is being paid out in instalments, each in amount of €1000. Notification on this was sent to player on several occasions along with schedule when the next instalment can be expected. This kind of payment is determined by our terms and conditions, which specify:
"The Player is aware of and agrees that 24Bettle Casino can decide by its own standards, that the maximum amount that a Player can be paid-out is €5,000 (or currency equivalent) per month. 24bettle may decide, at its own discretion, to process the Player’s withdrawal amount in whole or in instalments during the month’s period."
Furthermore, we would like to inform you that on July 2nd, the player provided confirmation to our support team that the fourth payout instalment had reached him successfully.
The remaining payout instalment was also processed on our end and should be reaching players end shortly.
We therefore respectfully request a little more patience from the player's side and offer our apologies for any inconvenience the player may have encountered due to this type of payout.
We appreciate your understanding.
Kind regards,
24Bettle Complaints Team
24Bettle
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4 months ago
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Good day
Thank you very much for your clarification and feedback.
- I was never informed that the €5,000 would be paid out in 5 installments of €1,000 each!
- Payout in one month is okay, but not in more than 2 months!
- Would you personally play in a casino that has such unacceptable rules?
Since 2018, you have relieved me of over €100,000 net! You have always received the money I deposited on the same day and at the same minute that I made the deposit.
My question to you: what would you do if I won 50,000 now? Would you pay out this amount over 2 full years?
Sorry, I would urgently reconsider these terms and conditions, because under such circumstances playing at 24Bettle is no longer fun!!!
I have given 24Bettle a final deadline for payment. If the remaining €1000 does not appear in my bank account by this Friday, July 5th, I will separate myself from you and no longer consider you.
Simply disrespectful in the light of the above aspects.
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4 months ago
Dear 24Bettle Casino,
thanks for your reply.
Dear sputi77a,
I understand your frustration and disappointment. However, the casino has acted according to their terms and conditions. Let's now wait for the last installment to arrive. Please keep us updated.
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3 months ago
Dear sputi77a,
hope you are doing well. Can you please share whether you have received your instalment, please?
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3 months ago
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Good morning
The casino says that the last installment of €1000 has been transferred.
To date, no money has been credited to my bank account.
I'm still waiting…
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3 months ago
Dear sputi77a,
thanks for the update.
It is undeniable that this withdrawal is taking longer than appreciated. However, I would like to emphasize we always give the casino two full weeks to process each payment. In your case, there are 6 days left to wait. Let's stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further development.
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3 months ago
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Hello Katarina
Thank you for your reply.
And to this day, six days later, no money has arrived…
Wait wait…
I wrote to customer service and the account manager again, but the response was sparse...
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3 months ago
Dear sputi77a,
thanks for the update.
Dear 24Bettle Casino,
can you please explain why is sputi77a's withdrawal being delayed?
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3 months 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’ which may negatively affect its rating.
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3 months ago
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Hello Katarina
The last installment has finally arrived and after 3 months of waiting I have received the full 5000€.
Thank you for your support!!
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3 months ago
Thank you, sputi77a, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Katarina
