The player from Germany had reported that he requested a withdrawal of €61 from the online casino but did not receive the funds. The casino had maintained that the transaction was processed and suggested the delay was due to the player's Mifinity EWallet. The player had disputed this, as other transactions were being processed instantly. However, after the player lodged the complaint and contacted the casino again, the money had been transferred successfully. The complaint was subsequently marked as 'resolved' by the Complaints Team.
Bet24-7 Casino - Player’s withdrawal has not been received.
Amount: €61
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
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8 months ago
Translation
Hello,
I requested a payout of €61 on 12.09.23, which was allegedly executed on 20.09.23 at 00:45. The payout was requested to the Mifinity EWallet, which was also used for deposit. Typically, transactions on the platform are performed instantly. After several attempts to contact them, the Finance Department replied that the payout was made on their side and the problem lies with Mifinity. However, this seems implausible as other transactions continue to be processed instantly. The last 4 emails were no longer answered by the Finance Department, I asked for confirmation of the payout email address because I thought a mistake might have occurred. By now, I believe I have been cheated and will not receive the money anymore. If needed, I can provide the payout number and transaction reference of the deposit for Mifinity account verification.
I greatly appreciate your support.
Sincerely,
DM
Automatic translation:
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8 months ago
Dear dm6522098,
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.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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8 months ago
Translation
Hello Tomas,
Thank you for your feedback, although I would have liked more than an automated response.
The situation is somewhat different. The payment has already been made, I can also send you the payment confirmation by email. Specifically, this means that I don't wait for the payout confirmation,
but on the payout itself. The casino does not respond to questions and does not answer me to which address the payment was transferred.
Mifinity is a service provider with instant transfer. If a withdrawal had been made, it would have been credited immediately.
Best regards and thank you for further support.
Automatic translation:
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8 months ago
Translation
Hello CasinoGuru
what a coincidence - I wrote another email and referred to the complaint, the money had just been transferred and arrived. The case can be closed.
Thank you.
Automatic translation:
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7 months ago
Dear dm6522098,
I'm glad to hear that your issue has been resolved successfully. 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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