The player from Norway had faced delays in withdrawing funds amounting to €1674.36, despite having met the wagering requirements related to a bonus. The casino had deducted €674.36 due to a max win rule, leaving €1000. However, the casino had not processed the new withdrawal request or responded to the player's emails. After an investigation, we learned that Bet24-7 Casino was no longer operating, making it unlikely for players to receive their payouts. We had marked the complaint as 'unresolved' and advised the player to contact the Antillephone Gaming Authority for further assistance.
Bet24-7 Casino - Player's withdrawal of winnings is delayed.
Black points: 1084
Amount: €1,000
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
I deposited money and took their welcomebonus on 30.11.2023.
After completing the wagering of the entire bonus i had 1674.36€.
So i requested for a withdrawl and recieved an email about verification the same day,
I sent the requested documents and got verified.
After weeks of waiting and contacting their live support and sending multiple emails to their finance department because they do not communicate with each other according to their live support,
I recieved a new email december 18th saying they are sorry for letting me wait and appreciate my patience.
Then on december 30th they send me a new email saying they are taking 674.36€ away from my money because there was a maxwin of 1000€ and i need to make a new withdrawl.
So i requested a new withdrawl on 7th of january 2024.
And have not recieved any money or response to my emails i have been sending them.
I can forward our email conversations if you give me an email to send them to.
Hope you can help me with this case thanks.
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9 months ago
Dear joelkolos01,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Bet24-7 Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise what the current status of your withdrawal request is? Do you see it as pending or has it been approved by the casino?
Please forward any relevant communication between you and the casino regarding your delayed payment to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
hi it is still pending i will forward the emails to you Veronika
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9 months ago
Dear joelkolos01,
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
