Elite24Bet Casino - Player believes that their withdrawal has been delayed.

I made a €300 withdrawal request on December 12, 2022, when the recycling was done. A few days passed and the money did not show up in my account, I asked in the chat where to go. The answer was that the withdrawal request will be processed within 7 days, although previously withdrawal requests have been made within 2 days. 7 days passed and the withdrawal request still hadn't been processed, I sent a message about this again and was promised quick processing of the withdrawal request. Now it's 22.12.2022 and the money just hasn't arrived, this is absolutely ridiculous and we're not talking about a large amount anyway.

Dear Olmi,

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

Dear Olmi,

Have you received your withdrawal from the casino yet?

Hi,

No money has been paid. I checked a while ago.

Hi again,

The casino sent an email on 27.12 asking if I could make a withdrawal request via Trustly so that the processing would go faster. I canceled the withdrawal request and made a new one and chose Trustly. I got an error message about it, I tried the same thing again and I still get the error message. I put in a new withdrawal request and chose Euteller, after that I informed the casino that the withdrawal request via Trustly was not successful, and that they could now speed up the processing of the withdrawal since the wait has already been long enough. Now their chat has been closed for 2 days and it is really difficult to reach them.

Thank you for your reply, Olmi. Do I understand correctly that you have made successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Hi,

Withdrawal requests have previously been processed in less than 2 days, and my game account has indeed been confirmed. The bonus was used and I managed to withdraw, and I did not break the bonus rules.

The money still hasn't arrived.

Hi,

I'm slowly starting to lose my patience, I've asked the casino a few times to speed up my withdrawal and they promised many times to forward my payment. But nothing has happened, that kind of lying doesn't go through anymore because the casino doesn't do anything to process the withdrawal. I'm starting to come to the conclusion that the casino simply doesn't have the money to pay the winnings, and they are desperately waiting for me to cancel my withdrawal request and play the money back so that the winnings don't have to be paid. I have again put in a survey regarding the withdrawal request and they no longer take a stand. In addition, they have the chat almost constantly closed, so I have to send my message to them by email.

I ask that you contact Elite 24 Bet directly now and the follow-up questions related to me will end, I have given you all possible information regarding this case. I've been waiting for a withdrawal request for almost a MONTH, and in addition to this, you seem to be taking a long time to respond to messages, so I've wasted enough time here. Please handle this matter!

Please note that we currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond and always get back to each complaint as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hey,

That's clear. I put a few screenshots in an email today to come.

Thank you very much, Olmi, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Olmi,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just want to bring to your attention the fact that Elite24Bet Casino has previously experienced some technical issues with processing payments via Trustly and has advised a different player to use Skrill as a payment method instead. However, the payment has still not been processed, and Elite24Bet Casino has stopped replying in this regard, so we were forced to close that complaint as unresolved. Regardless of this, I will still try my best to contact the casino to shed more light on your case.

We would like to invite Elite24Bet Casino to join the conversation.

Dear Elite24Bet Casino,

Can you please provide some information regarding the player's withdrawal delay? Why has the player still not received the agreed withdrawal?

Hi,

If the casino does not agree to answer, could you not contact the MGA directly? At least they will catch the casino at the latest because the casino in question is still under their supervision and they are also responsible for this casino.

Best regards, Olmi

Hi again,

I checked my bank account and Casino has finally paid the money!

Thank you for your help, I will continue to contact you if problems arise in the future.

Best regards, Olmi

Great news, Olmi. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal