The player from the United Kingdom has requested a wire transfer in February 2022. She believes that the funds have been sent to a wrong bank account. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
24CasinoBet - Player’s struggling to receive her withdrawal.
Black points: 27
Amount: €200
24CasinoBet
Safety Index:Very 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.
2.6
24CasinoBet has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
The casino stated my withdrawal has been completed but funds have not reached my bank account.i have sent numerous emails requesting where the money was sent but no answer .i have tried as much as i can to resolve pl can you help
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2 years ago
Dear ekhbee,
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 which payment method you have opted for to deposit funds into your account? Was this your first withdrawal request in this casino? Are there any bank details saved in your casino account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Hi I assumed it was my Starling Bank card ending 3828 but they stated bank transfer I don't remember sharing my TSB BANK iban /bic so don't understand what they have done. Despite sending 10+ emails and numerous support conversations they won't share any information
Thanks E K Healey
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2 years ago
Have you ever deposited funds into your casino account using the Starling Bank card ending 3828, please?
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2 years ago
Thank you very much, ekhbee, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 24CasinoBet to ignore us in our attempts to mediate any kind of issue. Regardless of a few unresolved complaints marked "No Reaction Policy" we keep on trying.
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2 years ago
Hello, ekhbee,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 24CasinoBet's representative to join this conversation and participate in the resolution of this complaint.
Dear 24CasinoBet Team,
Could you please clarify the situation? What payment data were used for the player's withdrawal?
Thank you in advance for providing the information.
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2 years ago
We would like to ask 24CasinoBet 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’, which will have a negative impact on the casino's rating.
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2 years ago
Dear ekhbee,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
