The player from Germany had claimed a bonus at an online casino, met the wagering requirements, and requested a withdrawal. Despite having been fully verified, the player's withdrawal request had been rejected as the casino insisted the bonus hadn't been fully wagered. The casino's financial support had ignored the player's emails. The player had provided evidence of meeting the wagering requirements. However, we had identified the bonus was related to sports betting, which was beyond our purview. We had offered to recommend websites that could assist with sports betting issues. The player did not respond, leading to the rejection of the complaint.
Bet24-7 Casino - Player's withdrawal is being denied.
Amount: €376
Bet24-7 Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.8
Bet24-7 Casino has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I made a deposit at the Bookie and claimed the bonus. I met the bonus requirements and requested a withdrawal using Jeton. This was refused, even though I had to send countless documents and was fully verified. The reason given was that I had not completely used the bonus, which is impossible, as I could not have requested a withdrawal if I hadn't finished the wager. The finance support is ignoring my emails.
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1 year ago
Dear jeffbezos12452,
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. Could you please clarify how you found out that you've finished the wagering requirements? Do you see it somewhere in the bonus section or your player's profile?
Did the casino specify how much money you need to wager in order to complete the wagering requirements?
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,
Kristina
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1 year ago
Dear jeffbezos12452,
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.
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1 year ago
Translation
Firstly, I found out in the bookmaker's terms and conditions that it said how much I had to wager, and then I added up all the bets and found out that the wagering requirements had been met. Secondly, the bookmaker had a bonus display that showed how much I still had to wager. I implemented everything based on this bonus display. When everything was implemented, the bonus display disappeared and the bonus balance was converted into real money balance.
The website didn't tell me how much I still had to implement.
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1 year ago
Thank you very much for your reply, jeffbezos12452. Alright, so now the issue is that you cannot withdraw your winnings. Is that correct?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru, if there is any? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
That is correct. I cannot withdraw my winnings because the casino thinks I have not wagered in full.
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1 year ago
I noticed that the casino mentioned you played with a sports betting bonus. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
