Bet24-7 Casino - Player’s withdrawal requests have been delayed.

My profile is verified and there are withdrawal requests of €5,200 pending for a week, although the casino states to process withdrawals within 2 days according to their T&C.

The casino team does not contact me and does not reply to emails, the casino chat states that it is not in contact with the casino's finance department and only tries to placate me with empty phrases.

Since the casino winnings were gained without using any bonus money + while playing with €1 bets + the deposit amount was wagered many times, there is no reason for the long wait (there is nothing to check).

Please help me get my winnings paid!

Dear bruenife12,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals 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 withdrawals approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawals, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear Mirka and bruenife12,

Thank you for reaching out and providing the necessary information regarding the withdrawal request.

At Bet24-7 Casino, we take pride in ensuring a fair and secure gaming environment for all our players. This commitment occasionally necessitates thorough investigations into account activities, especially when discrepancies are noted.

Upon extensive review of bruenife12's account and withdrawal request, we discovered a breach of our terms and conditions. Specifically, bruenife12 had claimed the 2nd and 3rd deposit bonuses multiple times, an action explicitly prohibited by our guidelines. These terms are clearly outlined on both the terms and condition page and the welcome offer page of our website. Adhering to these rules is vital for maintaining the integrity of our gaming operations and ensuring fairness for all players.

Given the breach of terms, we had to take the regrettable action of confiscating the winnings associated with these bonuses. However, as a gesture of goodwill and in recognition of the importance of customer satisfaction, we have returned the last deposit made by bruenife12.

We understand that such measures can be disappointing, but they are necessary to uphold our rules and regulations, which are in place to ensure a fair and enjoyable experience for all our players. Our decision in this matter aligns with industry standards and our commitment to maintaining a responsible gaming environment.

We appreciate your patience and understanding in this situation. If there are any further queries or assistance needed, I am available to provide the necessary support.

Thank you for your cooperation and understanding.

Best regards,

Alex

Casino Manager at Bet24-7 Casino

Thank you very much, Alex, for your assistance.

Dear bruenife12,

Is this explanation satisfactory? Is there anything else we could try to help you with?

Dear bruenife12,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.