The player's withdrawal had been delayed for more than a month when he submitted a complaint. 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 - The player's withdrawal is delayed.
Black points: 250
Amount: €1,250
24CasinoBet
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I am waiting more than a month for my payout
Automatic translation:
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2 years ago
Hello Martinovic,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 24Casino. Please allow me to ask you a few more question before we would move forward.
Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when? Did you use any bonus to accumulate your current winnings? When was the last time the casino responded to you and what was it about?
Please note that if you are not yet verified, you won't be able to withdraw. It is necessary to send the casino all the documents which they request to finish the verification.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Yes is my first payout, my account has been verified. The live chat team reports but the payout is only held back.
A bonus was used but all criteria for a withdrawal were met. The wager is at 0!
Kind regards. Martinovic
Automatic translation:
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2 years ago
Hello Martinovic,
Could you please advise when exactly was the verification process complete?
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2 years ago
Hello again,
Could you please provide a screenshot of your pending withdrawal with the visible date before we would try to get in touch with the casino?
Regards,
Nick
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2 years ago
Thank you Martinovic for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello, Martinovic,
I am sorry to hear that your withdrawals have been delayed. 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 state the reason why the player's withdrawals have not been completely processed yet and what is the estimated time frame for processing the payments?
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
Translation
Unfortunately, my payout has been on hold for 2 months. I hope they get in touch and we can find a solution.
Automatic translation:
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2 years ago
Dear Martinovic,
Unfortunately, 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.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. 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
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