The player from Malta had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player reported having completed the KYC process, but had not received any feedback from the casino's finance department despite daily follow-ups. The Complaints Team had advised the player to be patient as withdrawal processes could take time. After some time, the player confirmed that the issue was resolved and the Complaints Team marked the complaint as 'resolved' in their system.
Bet24-7 Casino - Withdrawal of player's winnings has been delayed.
Amount: €700
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Sensitive attachment
Sensitive attachment
10 months ago
Initially I had a good experience with registering and depositing.
The frustrating part comes when needing to verify my account.
As a Senior UI/UX designer working in this industry for 10 years now I know what is a good user experience and what is not. When you want to verify your account at Bet24-7 you can only upload ONE file. This seems to be part of their business model so they can delay payments to their customers.
Since you can only upload one file I do like anyone else would do and upload an image of my front ID.
Then they wait 1-2 days before sending the obvious email to your registered email saying you have "forgot" to upload your ID Back, bank statement and pictures of cards. Now I have been in the limbo for the last three days after emailing them the complete set of KYC required documents. I dont think I will get a reply anytime soon and if I do they probably will make up a story that the image is not clear enough or something similar.
Then the limbo continues.
When you reach out to the customer service they cannot help you at all. They will tell you that finance department is an outsourced company and they cannot support you. So in reality the customer service could just be ran by AI bots at this stage. I have 800euro queing for withdrawal now that they consciously delay so we gamblers continue playing and dont cash out winnings.
Not sure askgamblers should recommend these guys on their website.
Best Regards
Henrik
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10 months ago
Dear pellehenrik,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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10 months ago
Hi Kristina,
I spoke to their customer service and they said my KYC has been verified. But still no response from their finance department after following up with one email a day.
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10 months ago
Dear pellehenrik,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Kristina
Casino.Guru
