Bet24-7 Casino - Player's withdrawal and verification process is delayed.

I've had an account with the casino since 12.08.2023. Since 2023-09-04, I've been waiting for account verification. On 2023-09-04, I requested a withdrawal of 1000 euros and another of 682 euros. As of 26.09.2023, I haven't received my withdrawal nor has my account been verified. I keep receiving messages from the live support asking me to wait. I've sent messages to the casino but I haven't received a response from them. I need assistance with this issue.

Dear kristofer, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

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 hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

HELLO, I SENT ALL THE NECESSARY DOCUMENTS ON SEPTEMBER 11, SINCE THAT DATE I HAVE NO CONTACT WITH THE CASINO, GREETINGS

HELLO. I WANTED TO INFORM YOU THAT THE CASINO HAS DEPOSED 1 PART OF YOUR PAYOUT TODAY AND PROMISED TO GIVE PRIORITY TO THE 2nd PART OF YOUR PAYOUT,

Dear kristofer, thank you for the update. Please let me know when you receive the second part of your payout.

Hello. Dear Casino Guru, Until today I have not received the second part of my payment. THEY SAID EARLIER THAT THE PAYMENT WOULD BE DONE VERY QUICKLY. There is no payment.

Dear kristofer, have you received your payment yet? Please let me know if we should continue with the investigation.

HELLO, UNFORTUNATELY I HAVE NOT RECEIVED THE PAYMENT, I HAVE NO REPLY, I HAVE SENT MY MESSAGES, GREETINGS

Hello. Today I got at 18:30 an email from the casino that the money was sent and they are on the road, 0 22; 30 I open the casino and I see that the payer is canceled. On the Live Chat they ordered to order again. These are some spit E-MAIL

Have you received any reason as to why your withdrawal request was canceled? Have you requested a new one? Please send me the screenshot of your transaction history to veronika.l@casino.guru. Alternatively, you may post it here. Thank you.

Hello. I received a message in the live chat that there was a technical reason. I later noticed that I had 4 euros left on the casino website and after clicking on the game, the balance was automatically returned and a message about the withdrawal being canceled appeared. The same thing happened later when I clicked on the "withdrawal" sign. it has been canceled again. I will send the story in a moment

Thank you for providing me with the screenshot. Have you withdrawn your winnings through this payment method before?

Have you discussed the cancellation of your withdrawal with customer support?

Have you tried requesting a withdrawal again using the same or a different payment method? Please keep us updated.

Hello. The live chat service does not know the reason for withdrawing the payment. I have written to the financial department many times. No response from them. The payment has been ordered again using the same method since the last entry. Regards.

Could you please specify when exactly you requested your payment? Has it been approved yet?

Hello. No contact for 10 days.

Here is a screenshot from the casino

Hello. No contact

Thank you very much, kristofer, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi kristofer,

I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear Bet24-7 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons for the withdrawal request to be canceled from your side?

Please, feel free to send any supporting evidence relevant to the case to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

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 kristofer,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Bet24-7 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear kristofer, the casino representative informed us that they asked you to change the payment method as there was a technical issue with the withdrawal to the credit card you requested before, so you managed to request a payout of 1000 EUR via crypto on 15.11.2023.

Would you please confirm if you have already received your funds from the casino?

Regards,

Natalia

Hello. I ordered the first withdrawal to the Mifiniti wallet and they withdrew the payment in September. They suggested that I transfer the payment using the card payment method. I did, but it was rejected many times. Only when I ordered the withdrawal to the crypto wallet was the money sent. Now I confirm that I received the money after 2 months. expectations.

Dear kristofer,

Thank you for the confirmation. I'm glad to hear that your issue has been resolved successfully though it took some longer time. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru