The player from Finland had submitted a withdrawal request more than a month ago but had still not received the funds, even after submitting the KYC form. The player had limited communication with the casino after the submission of the KYC form. We had invited the casino for their input but unfortunately, we received news that Bet24-7 Casino was no longer operating. As such, the likelihood of the player receiving his payout was low. We marked the complaint as 'unresolved' and advised the player to contact the Antillephone Gaming Authority for further assistance.
Bet24-7 Casino - Player's withdrawal has been delayed.
Black points: 500
Amount: €195
Bet24-7 Casino
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
Unreasonable excuse
UNRESOLVED
Case summary
9 months ago
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9 months ago
More than a month has been since i requested a withdrawal. I have submitted the kyc form.
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9 months ago
Hello MunVer,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet24-7 Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
When i requested the withdrawal they send me a email saying i need to provide them with the KYC. I send that on the same day i believe it was 2-3 days later from the request. That is all the communication i’ve had with them.
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9 months ago
Thank you MunVer for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello, MunVer!
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!
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9 months ago
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.
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9 months ago
I contacted the casino representative and have bad news. Bet24-7 Casino is no longer operating and it's unlikely that players will ever receive their payouts. I'm afraid there is not much we can achieve without cooperation from the casino side. I will mark the complaint as "unresolved" in our system. 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 Antillephone Gaming Authority (complaints@gaminglicences.com). The licensing authority has better options and tools to help players. More information about submitting a complaint directly to the regulator can be found here. I am sorry I could not be of more help on this occasion.
