The player from Germany had requested a withdrawal at Bet24-7 Casino and during the verification process, the casino became inaccessible. Despite having made two test withdrawals, she still had a balance of approximately 2100€ which she wished to withdraw. We had attempted to contact the casino representative, only to learn that Bet24-7 Casino was no longer operating, making it unlikely for players to receive their payouts. Due to the lack of cooperation from the casino side, we marked the complaint as 'unresolved'. We advised the player to contact the Antillephone Gaming Authority for further assistance.
Bet24-7 Casino - Player's withdrawal is delayed as Bet24-7 Casino has become inaccessible.
Black points: 4554
Amount: €2,100
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
Public
Public
9 months ago
Translation
Hello, I played at Bet24-7 and requested a payment on 25/01/24. On 29/01/24, I received an email for verification. I then sent all documents to the support and now the Bet24-7 Casino is no longer accessible/available. I made a deposit specifically so I could withdraw money, and now the casino is gone, or what?
As a test, I initially only made 2 withdrawals of 50€ each, but my balance at Bet24-7 was considerably higher. By now, I had a balance of approximately 2100€ and I wanted to ask if you could help me understand what I can do now.
Automatic translation:
Public
Public
9 months ago
Dear ncgruenje,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing with Bet24-7 Casino. I have tried accessing the website and encountered the same problem. I have contacted the casino representative to inquire about any technical difficulties or closure of the casino.
To better understand your situation, I would like to ask a few questions. When was the last time you contacted customer support? Have you tried reaching them via email after discovering the website was down? Also, could you please confirm whether you have completed the KYC verification process?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Dear ncgruenje,
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.
Best regards
Veronika
