Bet24-7 Casino - Player’s winnings haven’t been received yet.

I have been waiting over a month for my withdraw, I have supplied all documents asked for and they still have not verified me or payed me, finance team emails me requesting documents and then i dont hear back for weeks

Dear diembodied,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It has been way longer than 8 days that I have been waiting, only reason it is 8 days now is because site told me to cancel withdraw and change withdraw format the initial date of trying to withdraw was 2023-08-10 03:40:47, a month is not normal, also why is my account still not verified even though my id was sent off on

Sun, Aug 13, 9:17 AM I have screen shots of everything. I also sent my id a second time and I am still not verified so can we please progress, as I said the latest withdraw is 8 days not my first attempt at withdraw which was august 10, so 25 days now.

It has been way longer than 8 days that I have been waiting, only reason it is 8 days now is because site told me to cancel withdraw and change withdraw format the initial date of trying to withdraw was 2023-08-10 03:40:47, a month is not normal, also why is my account still not verified even though my id was sent off on

Sun, Aug 13, 9:17 AM I have screen shots of everything. I also sent my id a second time and I am still not verified so can we please progress, as I said the latest withdraw is 8 days not my first attempt at withdraw which was august 10, so 25 days now.

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? Have you received any response from customer support regarding your verification?

No i have not recieved any replies they send me messages requesting documents every now and again and I send what was requested but then i dont hear back from them, the last time i heard from them was

Wed, Aug 16, 6:55 PM and they asked for - Proof of Transaction: - Revolut statement of the 9th of August 2023, which i sent. As for what documents I have already provided - id:- Passport and drivers license, proof of address is my bill for my internet, then there are pictures of the cards, statements from revolut and Proof of Transaction. Everything they requested I have provided.

Thank you very much, diembodied, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello, diembodied!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear diembodied,

I hope this message finds you well. We want to sincerely apologize for any inconvenience you've experienced during the withdrawal process, and we appreciate your patience in this matter.

We have reviewed your account and the communication with our support team. It appears that there have been some challenges with the verification process due to the documents provided. To facilitate the withdrawal process, we kindly request that you provide the following documents as soon as possible:

• A clear, legible copy of the front and back of the Mastercard used for your deposit.

In case you are have used a virtual card and are not able to send the physical copies Please send:

• A recent Revolut statement (dated after your deposit) associated with the same payment method used for your deposit.

Once we receive these documents and verify your account, it will significantly expedite the withdrawal process. Our top priority is ensuring the security of your funds and account, which is why we have stringent verification procedures in place.

Additionally, regarding your withdrawal method, please note that according to our terms and conditions, withdrawals should be processed using the same method as the deposit, wherever possible. Therefore, we kindly request that you use the Mastercard method for your withdrawal as well.

Unfortunately, Inpay cannot be used for withdrawals.

We understand that this process may have taken longer than expected, and we apologize for any frustration it may have caused. Your cooperation is greatly appreciated, and we are committed to resolving this issue promptly once we receive the required documents.

If you have any questions or require further assistance, please feel free to reach out to our dedicated support team, who will be more than happy to assist you throughout the process.

We thank you for choosing Bet24-7.online and appreciate your understanding as we work to ensure the security and integrity of our platform.

Best regards,

The Bet24-7.online Team

I have already Informed you that the card does not exist it is a one time use DIGITAL card so there is no photographing it and also there is no option for me to withdraw using credit card as I informed you inpay is the only option that is not crypto or an ewallet. So how would you suggest i go about doing the withdraw??????????

So are you going to reply or are you just going to do the same shit as always ask for files I send them then you wait for 4 or 5 days and then ask for the same shit again, also you still have not informed me on how to withdraw using card, answer my question and stop waiting so long inbetween messages. This is a joke im so sick of this crap jjust give me my damn money.

diembodied, please, be patient, there is the same timeframe for you, us and the casino, which is two weeks.

easy for you to say your not the one that has waited 36 days to get their money.

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.

It seems like we are establishing contact with the casino, so I will set the timer for one more week.

It is quiet clear that they have no intention of paying me as they are still ignoring me so please just approve my review so I can make sure that people stay clear of the casino. The info they asked for I had already supplied them twice. They are scammers and should be shut down.

Dear Matthew,

I hope this message finds you well. First and foremost, I’d like to apologize for any confusion or inconvenience caused. I appreciate the patience and understanding you've demonstrated during this process.

Having reviewed the communication and documents you've shared, I understand your concern regarding the digital one-time use card. We truly appreciate the efforts you've taken to provide relevant proof of your transactions. However, for the withdrawal process to move forward swiftly and securely, there is a specific document we require.

As previously mentioned, in order to proceed with the withdrawal, the only document we currently need from you is the Revolut statement of the 9th of August 2023, which corresponds to the date when you made the deposit.

This statement is critical for us to verify the transaction, in line with our KYC (Know Your Customer) requirements, and ensure a seamless withdrawal process for you. Once we have this document, we can proceed without any further delay.

To provide the required document:

Log in to your Revolut account.

Download the statement from the 9th of August 2023.

Email the statement to finance@bet24-7.online or upload it directly to your account at www.bet24-7.online.

Please rest assured that all the documents and personal information you provide are treated with the utmost confidentiality. Our commitment to ensuring a secure environment for our players is unwavering.

Your immediate attention and action on this will expedite the withdrawal process. Should you have any questions, face any issues, or require further guidance, please do not hesitate to reach out to our customer support at support@bet24-7.online.

Thank you for your continued trust and cooperation. We aim to provide you with a seamless experience, and your understanding in this matter is highly valued.

Warm regards,

Finance Team www.bet24-7.online

diembodied, hello! I have finally managed to contact the casino representative. I have been told that you need to provide the Revolut statement to finish the verification of your account. Could you, please, do it and let us know when you will finish it?

Dear diembodied,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Hello, Bet 24-7 Team!

We have received the information from the player that they have submitted all required documents. Can you confirm it?

Hello Pavel,

Thank you for reaching out. We appreciate the opportunity to clarify the situation regarding the player's KYC (Know Your Customer) process.

We have carefully reviewed our records and can confirm that we did not receive the necessary documentation from the player to complete the KYC process. Our team has sent multiple emails to the player, requesting the submission of the required documents. Unfortunately, we have not received any response to these emails.

To provide further transparency, we are attaching a screenshot from our backend system which clearly shows the player's KYC status as incomplete due to the missing documents.

We remain committed to assisting the player in completing the KYC process and would be more than willing to reopen the case should they provide the necessary documentation. We encourage the player to reach out to us directly to resolve this matter.

Thank you for your understanding and cooperation.

Best regards,

Alex

Team Bet24-7.online

Thank you, Alex! Can you state which documents in particular are missing? I would like to help the player out with submitting them, so the KYC is completed ASAP.

As previously mentioned, in order to proceed with the withdrawal, the only document we currently need from the player is the Revolut statement of the 9th of August 2023, which corresponds to the date when you made the deposit.

Stop telling lies, you are full of shit as I have emailed the statement to you 4 times so far, you dont intend to pay me, if you had you would have already

As previously stated the statement has the date the payment was completed not the date that the payment was initiated thats why the statement says the 10th instead of the 9th but it is the statement you have asked for and I have supplied multiple times is the one you are after, Use your brains

diembodied, I have asked you to send me the abovementioned Revolut statement to my-email days ago. Please, send it to me ASAP.

Seriously do you not read the comments or look at attachments, My previous message contains it, also here it is again for the 3rd time I have provided it here, that is

7 times I have sent the statement now, 3 times here and 4 times to them

Alex, I have sent you player's Revolut statement in PDF via Skype with additional commentary. Please, respond as soon as it will suit you.

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.

diembodied, given that we have no received any response from the casino since my last message, I am forced to close this complaint as unresolved. If the casino decides to reopen this complaint, you will be informed through the e-mail.

Also, you have an option to lodge a complaint with the Curacao Antilephone licensing regulator through this e-mail: complaints@gaminglicences.com. Please, let me know if you will get a response from them: pavel.k@casino.guru.