Bet24-7 Casino - Player’s withdrawal payout has been delayed.

I made a withdrawal on the 23rd of November and I still have not received my money. The finance department is simply not responding to my messages.

The website states that the money should be in your account within 24 hours when making a withdrawal, but I still do not see any funds.

The customer service agent on the chat told me that the delay could be due to the upcoming holiday and they have no control over withdrawals or their timing.

I have been counting on these winnings for a portion of my living expenses.

The casino should provide accurate schedules for paying out winnings because they always have delays. This will be the last time I ever play at this casino.

Dear Pandoramami,

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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

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 your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and 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, 

Veronika

Ok, I'll wait. It will soon be 14 days full of withdrawals, i.e. two weeks.

The money still hasn't arrived. 14 days ago I made a withdrawal. I still received a consolation email, which did not give an answer as to why this is taking so long. Unbelievable!

I have usually received winnings from other casinos within 24 hours. This is the only casino that seems to have major problems with payouts.

And my account has been confirmed and I have received profits from this before, but then faster, of course even then I had to wait an unnecessarily long time.

Thank you very much, Pandoramami, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, Pandoramami!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Ok, good stuff!

Dear Pandoramami,

Firstly, we would like to extend our sincerest apologies for the delay in processing your withdrawal and the lack of timely communication from our end. We understand the inconvenience and frustration this situation has caused, especially given your reliance on these funds for your living expenses.

Please be assured that your concern has been treated with the utmost urgency. The delay was due to an unforeseen surge in transaction volumes around the holiday season, which impacted our processing times. We understand this does not excuse the delay, but we hope it provides some context to the situation.

We are pleased to confirm that your withdrawal of €500 has been successfully processed, and a total of €1400 has been credited to your account. We have reviewed your account history and can confirm that every withdrawal you've requested has been paid.

We are committed to providing our players with a reliable and efficient service. In light of your experience, we are taking steps to improve our processing times and communication, ensuring more accurate and transparent updates are provided in the future.

Thank you for your patience and understanding in this matter. We value you as a player and hope to regain your trust.

Warm regards,

Bet24-7 Casino Team

Bet24-7 Casino Team, thank you for your response!

Pandoramami, please, confirm as soon as you will receive your funds!

I have received the money. Thanks for your help! 🙂

Dear Pandoramami,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team