The player from Austria was dissatisfied with the lengthy waiting period for withdrawals from an online casino. He had won over €82,000 but his winnings were voided due to a breach of a maximum bet limitation. The player had not completed the KYC verification process and was unaware of the maximum bet rule. The casino justified its actions by stating that the rule was an industry standard to prevent abusive betting strategies and uphold the integrity of the gaming environment. We attempted to mediate the situation, as we believe the maximum bet rule should not be applied in a real money play without a bonus and the only somehow acceptable limitation should be enforced by the casino system or a game automatically. We advocate for the player and challenge the casino's approach. However, the casino remained firm in their decision, leading us to close the complaint as unresolved. We suggested to the player that he take his complaint to the Curacao/Antillephone Gaming Authority for further assistance.
Bet24-7 Casino - Player is experiencing difficulties with his withdrawal.
Black points: 45151
Amount: €82,992
Bet24-7 Casino
Safety Index:Very lowAgainst fair gambling
UNRESOLVED
Case summary
I've been trying to cash out over the past few days, canceled, and tried again because it wasn't working.
I'm curious to see if anything changes or if I've been ripped off.
Choose your deposit wisely!
Dear Rolexesh,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise how long you waited for your winnings to appear in your account when you canceled your request for the first time?
Could you please confirm if you passed the KYC verification?
When did you submit the most recent withdrawal request?
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
I won over €35,000
Today I'm curious whether I can pay out!!
KYC verification has not yet been completed and is taking a little longer than usual
Thank you for keeping us updated. Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I sent all documents by email on November 10, 2023 after requesting from the finance team.
I have currently won a large amount again. My account is now over €80,000
I'm extremely happy and am still curious whether I will receive it
Kind regards & thanks for the help
So it was €80,000 and I wanted to pay out €4,000. Today all of my money was withdrawn. Apparently you can't place a bet over €20 at the casino, so everything was taken away from me. I have all the screenshots.
In my opinion, this casino's license should be revoked
over €84,000 stolen
Thank you for keeping us updated. Can you please confirm if you successfully passed the KYC verification?
Do I understand correctly that your winnings were voided due to breaching a maximum bet limitation? Could you please forward the communication between you and the casino regarding the forfeiture of your balance to veronika.l@casino.guru? Alternatively, you may post the screenshots here.
You are welcome to update the dispute value so that other players are also warned about playing there!
Thank you very much, Rolexesh, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 Rolexesh,
I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know, the max bet rule is, in fact, an industry-standard, however, the max bet rule should not be applied in a real money play without a bonus. We believe the players should be able to place bet in the amount they desire and the only somehow acceptable limitation should be enforced by the casino system or a game automatically so that the player does not unintentionally break it.
I will contact the casino to shed more light on this matter.
We would like to invite Bet24-7 Casino to join the conversation.
Dear Bet24-7 Casino,
While we acknowledge that the maximum bet rule is an industry-standard and recognize a casino's prerogative to withhold winnings in the event of a breach, we propose that this rule be implemented at the software level. This entails configuring the casino's software or website to prevent players from exceeding the specified betting limit. Moreover, we advocate for allowing players to freely determine their bet amounts without the imposition of the max bet rule during real-money play without a bonus. We find the current practice of confiscating winnings, especially when not acquired through a bonus or in violation of other rules, to be inequitable. Can you please provide a further explanation of your actions?
I completely understand that I may have missed this, but it shouldn't be legal for them to take away the money I've earned if they don't regulate the games!
In my opinion this is a trap for every player!
Dear Michal,
We appreciate your involvement in this matter and understand your perspective regarding the max bet rule. However, we would like to offer some clarity and explanation from our side, Bet24-7 Casino.
The max bet rule is indeed a standard practice in the industry, particularly aimed at ensuring fair play and maintaining a balanced gaming environment. This rule is part of our terms and conditions, which are agreed upon by players upon registration. The purpose of this rule is to prevent abusive betting strategies and to comply with various regulatory requirements.
In the case of Rolexesh, the max bet rule was unfortunately violated.
We understand Rolexesh’s frustration, but we must emphasize that adherence to the casino's terms and conditions is essential for all players. While the confiscation of winnings is an unfortunate outcome, it is a necessary measure to uphold the integrity of our gaming environment and to comply with regulatory standards.
We assure you and Rolexesh that this matter was handled according to our policy, which is in place to protect both the player and the casino. We are committed to providing a fair and enjoyable gaming experience for all our players and will take this feedback into consideration for future improvements.
Thank you for allowing us the opportunity to explain our position.
Best regards,
Alex
Casino Manager Bet24-7 Casino
Dear Bet24-7 Casino,
I can agree that this rule: "Maximal allowed betting amount without a bonus Is EUR 20.00. Any exceeding bets will not be taken into consideration and the winnings can be confiscated." is indeed mentioned in your T&Cs, however, according to our Fair Gambling Codex we at Casino Guru believe the maximum bet rule should not be applied in a real money play without a bonus. We believe the players should be able to place bets in the amount they desire and the only somehow acceptable limitation should be enforced by the casino system or a game automatically so that the player does not unintentionally break it. If enforcing max bets is not possible because the casino runs on third-party software that doesn't support them (or for any other valid reason), the casino should carefully judge each case separately. Some players may break the rule by accident, e.g., by clicking the 'Max Bet' button on a slot machine by mistake. It is unfair to punish the player for this when they unintentionally break such a rule. Each case should be judged separately so that only players who have broken the rule knowingly and systematically to gain an advantage are punished. I kindly ask you to reconsider your decision.
Can you please forward me the player's full game log (michal.k@casino.guru) to check how many times the max bet rule was violated?
I didn't know about the betting rule and assumed that if I could place this bet it shouldn't be a problem
I feel like I'm being ripped off, they're hiding this in the terms and conditions and then you can still go for higher stakes, something like that should be banned, it's a trap for every player!!
In addition, my winnings were advertised several times, which of course also attracts other players
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.
Dear Rolexesh,
I apologize for my bit delayed response, but I was trying to find a suitable consensus with the casino team, unfortunately, despite my best efforts, I was not successful.
Although the casino representative provided me with some reasons why their casino platform doesn't allow them to automatically apply the max bet limit, but as the industry is evolving and we know from experience that hundreds, if not thousands, of other casinos are able to set such or very similar measures to prevent players from unintentionally breaking any rules, we still believe this is not a valid reason for confiscating all your winnings. As was already mentioned, according to our Fair Gambling Codex, we at Casino Guru believe the maximum bet rule should not be applied in a real money play without a bonus. We believe the players should be able to place bets in the amount they desire, and the only somehow acceptable limitation should be enforced by the casino system or a game automatically so that the player does not unintentionally break it. We are trying to push the whole industry to create a safer and fairer environment for the players, and the (non-automated) application of the discussed rule is the opposite.
Unfortunately, as we were not able to find a consensus with the casino, we are forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach. If the casino decides to reconsider, we will reopen the complaint, and you will be notified by email.
If you feel you want to take this complaint further you can contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
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