Bet24-7 Casino - Player's withdrawal has been significantly delayed.

Started a withdrawal on November 28th. Its now December 12. Casino never emails you any information. After a day i talked to support and they said the finance department emailed me instructions of what information was needed. That email was never sent to me and that story seems repeated thought out alot of the complaints about them .Later that day my account was verified. Their terms says once verified withdrawals should be no no longer than 2 days. Now ive email the finance department many times without any response. Support is no help whatsoever but to tell me my accounts verified and shouldnt be much longer. 2 weeks now withdrawal sits processing not moving forward in the slightest. "The Finance Department" doesnt seem to give any information the customers at all.

Dear stevensgaisford, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Do I understand correctly that you sent all your identity documents and that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

No i havnt made any previous withdrawals. When contacting support they told me im all verified and it shouldnt be much longer. They told me a couple times im all verified shouldnt be much longer. When i go to my verification screen, no items are left to verify. It was from a bonus, but my withdrawal ammount shouldnt be affected.

Just another update from bet 24/7 support. A transcript from December 14th.

Thank you very much, stevensgaisford, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 stevensgaisford,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bet24-7 Casino representative to join this conversation.

Dear Bet24-7 Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

I started my withdrawal on November 28 2023. On the 29th i hadnt received any emails. I contacted support who said I was emailed instructions on what to send, then repeated the insturctions. I never received that email, I searched everywhere. I sent what was requested, didnt hear anything back.On the 4th i noticed my verification screen no longer asked for any information and it said all verified. I messeaged support again on December 4 asking what was going on. Support told me i was indeed completely verified and it shouldnt be much longer. That "shouldnt be much longer" has been repeated to me from support about 5 times. All thoughout i was messaging their finance department, who to this day still has not messaged me back. About 10 emails.

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.

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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka