247Bet Casino - Withdrawal of player's winnings has been delayed.

So, I deposited 150e and got a 100% deposit bonus and I got a win and I wagered the money and first I withdrew 1400e and then I withdrew 1800e. So 3200 in total and today the casino sent an email that the withdrawal was not accepted because the bet was supposedly over 5euro which is not true, I did buy bonus purchases that cost many hundreds but the bet did not exceed 5euro at any point. For example, I bought a bonus worth 200euro for the mental game with a bet of 0.20 cents. The bonus terms and conditions do not prohibit this either.

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Dear Santeri,

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

I would like to emphasize that this is not a basic withdrawal delay, but the casino has already rejected my withdrawal request and confiscated my winnings completely without reason.

I have reviewed the casino's bonus terms and conditions and they prohibit betting more than 5 euros when wagering bonus money, and I have not broken this rule.

Hi, I had a discussion with customer service and they still think that if I buy a bonus worth 50e with a 0.20e BET, for example, then my bet has been 50e. This is not true, especially when their campaign terms and conditions do not mention this. Their campaign terms and conditions prohibit bets over 5e when the bonus is active and I have not broken this rule. I would understand the situation if their campaign terms and conditions mentioned that making purchase bonuses while the bonus is active is prohibited, just like some casinos do and mention it separately in their campaign terms and conditions. In my opinion, 247bet casino has grossly confiscated the 3200e I won for absolutely no reason. I recently won a sum of money from another casino with a similar 100% welcome bonus and their campaign terms and conditions had the same condition that playing with a bet over 5e is prohibited. Even then, while the bonus was active, I bought a bonus worth 500 euros with a bet of 0.20 cents and I asked their staff separately if this was allowed and they said that your bet was 0.20e and not 500e. I hope you can help me get my winnings back.

I have many screenshots of my conversations with Aspa, and even in those, many of the answers I received from Aspa were very mixed.

Dear Santeri,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. My withdrawal is still being held at the casino.

Dear Santeri, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

I have already explained everything related to the situation in my previous posts and posted screenshots of the conversations I had with Aspa.

Dear Santeri,

Thank you for your message. I understand that you have already shared details regarding the situation and the bonus gameplay.

However, in order for us to properly assess your case, I kindly need to ask you to clarify a few important points that have not yet been answered:

Have you made any successful withdrawals from this casino in the past?

Could you please confirm whether your account has been fully verified (KYC completed)?

Additionally, while you have shared some screenshots, I would kindly ask you to provide the full communication with the casino (emails or chat transcripts) regarding the confiscation of your winnings. You can either upload them here or send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply so we can proceed with the investigation.

Karla

I haven't made any withdrawals from the casino before. And my account is verified.

They still claim that I have played with a stake of more than 5e, which is definitely not true.

Dear Santeri,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter Č., (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello there,

Thank you Santeri for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 247Bet Casino for their help in resolving this complaint. We would like to know what the issue is and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. 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 eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter