The player from Germany is experiencing difficulties withdrawing her bonus winnings. The issue was successfully resolved.
Casino Sieger - Player’s struggling to withdraw her bonus winnings.
Amount: €500
Casino Sieger
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
now it is the case that i have been waiting for a reaction from the support since 23-06-2020. nothing happens and it is at least 500 euros. had initiated an AZ and canceled a little later ... after the cancellation what the money disappeared. I had used a bonus when depositing ... but had long since (complied with the rules) ... meanwhile my bonus bar is back to a few 80%, which cannot be, because it was definitely played over and since then I have never paid in (I'm not stupid)
now i write to the livechat every day and ask how it looks .. there i am always referred to the support via email and then put off .. it would be in process .. I mean "HELLO ?!" That was 17 days ago and the support did not even react (I wrote them several times) at least once "we received a ticket. Working on it" should be in there. now I'm afraid (looks a lot like shit too) that they put me off until I say "sponge over it!"
Automatic translation:
Public
Public
4 years ago
Dear Yvonne,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which exact bonus you have activated and played? Is you active balance still visible in your account or it has been confiscated after cancelled withdrawal? Lastly, have you completed KYC account verification successfully in the past?
If there’s any relevant communication, please forward it to my email address petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
4 years ago
Thank you very much Yvonne for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
4 years ago
Hi Yvonne,
I looked at your case and understand your situation. Could you please forward your game history to my email address: peter.m@casino.guru? That would be very helpful.
Public
Public
4 years ago
Translation
Does the course of the game mean the exact transaction list? (if possible with every single spin and so ??)
is coming
promptly ....
Must look .. best with a screenshot, right?
edit:
everything on the way in your (I'll just say you) mailbox
Edited
Automatic translation:
Public
Public
4 years ago
Hi Yvonne,
Thank you for the screenshots. I didn't exactly find what I was looking for, sometimes there is more information in the game history, but never mind. I will contact the casino and see what can be done.
Public
Public
4 years ago
Translation
I'm sorry, more will not be shown there (in my account) ... I'll look again
Edited
Automatic translation:
Public
Public
4 years ago
Dear Yvonne,
Your account with us has been closed because our system has detected multiple accounts using the same IP address. This is a violation of our terms and conditions.
The particular Term in question is:
47. Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.
( https://www.24bettle.com/en/terms )
It has been fully investigated and it has been decided that your account is to remain closed permanently.
We have sent a detailed report to the forum admin.
According to internal procedure, when there is a Multiple accounts suspicion, KYC is requested from both accounts
The connected account was requested a KYC verification on 17th of April 2020 and once again on 5th of June.
By today's date we didn't receive a response from the account which left us with no choice but to close both accounts in accordance with our Terms and Conditions.
Best Regards,
Casino Sieger Team
Public
Public
4 years ago
Translation
so..I have an account with the winner .. also with 24bettle, betzest, big5, rembrandt, etc. and my casino account is not blocked either .. I just logged in. I am not blocked at any of these casinos and / or in the past I have been sent something or written in the chat in any way. If I had several accounts there, I wouldn't have even tried to request anything because it is clear that there will or may be problems with AZ.
I was actually not even asked for this KYC exam (which way should the request have been made?) I could have sent them the requested documents without any problems
Edited
Automatic translation:
Public
Public
4 years ago
Translation
I also think it's funny that they can think of the NOW .. depositing and playing is flawless, but if you want to pay out, they come with something like this.
I still haven't heard anything about GARNICHTS from the support. I've been kneeling for over three weeks ... if my account had been blocked, one of the ladies from the live chat would certainly have told me. Logically I couldn't log in then, could I?
Edited
Automatic translation:
Public
Public
4 years ago
Translation
I also think it's funny that they can think of the NOW .. depositing and playing is flawless, but if you want to pay out, they come with something like this.
I still haven't heard anything about GARNICHTS from the support. I've been kneeling for over three weeks ... if my account had been blocked, one of the ladies from the live chat would certainly have told me. Logically I couldn't log in then, could I?
Edited
Automatic translation:
Public
Public
4 years ago
Hi Yvonne,
I'm discussing the issue with a casino rep by Skype. I will keep you updated.
Public
Public
4 years ago
Translation
that would be great
PS: My account is still not tight .. and if the should close I will go best but the advocate .. nice greeting from me 😉!
Edited
Automatic translation:
Public
Public
4 years ago
Dear Yvonne,
Our deepest apologies but this was a mistaken account and the message sent by us was not meant for you.
We will be back with you shortly with an answer.
Best Regards,
Sieger Casino
Public
Public
4 years ago
Dear Yvonne,
Our deepest apologies but this was a mistaken account and the message sent by us was not meant for you.
We will be back with you shortly with an answer.
Best Regards,
Sieger Casino
Public
Public
4 years ago
Dear Yvonne,
Our deepest apologies but this was a mistaken account and the message sent by us was not meant for you.
We will be back with you shortly with an answer.
Best Regards,
Sieger Casino
Public
Public
4 years ago
Translation
ok..i was also very surprised .. wanted to look up there .. luckily I had myself under control.lol
Edited
Automatic translation:
Public
Public
4 years ago
Translation
I just logged in and lo and behold ... my 500 € are back .... I initiated payment immediately .. let's see if it works .. thank you in advance
Edited
Automatic translation:
Public
Public
4 years ago
Hi Yvonne,
That's great news. Please let me know if the withdrawal was successful.
Public
Public
4 years ago
Translation
can be closed .. done today! True to the motto: "GOOD THINGS WANT TO HAVE A BIT!" thank you for your efforts .... I'd Pralienen at hand .... they were for you 😘
Edited
Automatic translation:
Public
Public
4 years ago
Thank you Yvonne for your reply 🙂. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
