Elite24Bet Casino - The player's withdrawal is delayed.

Hey,

I have requested three withdrawals, the earliest of which equaling to 1000€ through Trustly on 30th September 2022 but it has yet to be processed and the customer support has not responded to any of my mails/chat requests recently.

The two consequent withdrawals were made on 30th October (1000€, Trustly) and 17th November (852,67€, Skrill) but those neither have been processed on their end.

It's highly important that a trustworthy casino/bookmaker would process these A LOT faster and certainly this is not the case here.

My account is fully verified and KYCed since September, which is also confirmed on their end.

852,67€ withdrawal on Skrill received after the complaint. Both Trustly withdrawals still pending.

Hello Jcom,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Elite24Bet Casino.

I'm also glad to hear that one of your payment has been already processed, please let us know about the other payouts once they arrive,

Looking forward to your answer.

Regards,

Nick

Dear JCom,

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.

There are no updates regarding the payouts. The company is not responding to any of my messages by e-mail and the live chat is not functioning (for me). €2000 still in pending withdrawals.

Thank you Jcom for all the information provided. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello JCom  

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

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?

Hello all,

We have processed another 1000EUR via Skrill to the player yesterday. We had some technical/kyc issue regarding payment via Trustly. We have already contacted the payment vendoor and we are waiting for the feedback.

Please see the screenshoot:

All the best,

Elite24Bet

Thank you Elite24Bet Casino for the response.

Dear JCom

As Elite24Bet Casino mentioned there are some technical issues with processing payments via Trustly so I would kindly advise you to submit all your withdrawals via Skrill for now. 

Please let me know once you successfully receive all your withdrawals.

Hey,

Yes that's what they claimed when in reality it's has not been possible to request a withdrawal through Trustly on their platform since a month at least.

Anyway, I subsequently made two separate 1000€ withdrawal requests yesterday (they have a 1k limit per request, no limits per day)

One of them was processed, one is still pending.

Their debt is now down to 1000€.

Dear JCom

I understand your point, but please bear in mind that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time, or like in this case there could be some technical issues, which take a longer time to fix. Luckily you are able to use Skrill which is working as it should, so I'm sure you will receive all your withdrawals shortly.

Please let me know once you successfully receive all your withdrawals.

No updates on this, the withdrawal is still pending.

I will file an official claim on MADRE and MGA during the next days unless the withdrawal is processed. I'm sure this kind of delay since September violates every possible guideline that they're given. As mentioned, my account is fully verified and this information has been verified also on their end.

Dear JCom

I fully understand your frustration, let's give an opportunity to Elite24Bet to explain this.

Dear Elite24Bet Casino

Can you please explain why are the withdrawals still not fully processed?

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.

Dear JCom,

I have tried to contact the casino repeatedly but have not received any reply back yet. Have you received your withdrawal in the meantime by any chance?

No, there are no updates to this. The payment is still pending, no one answers their live support or e-mails. Seems like a fraud, will need to act accordingly.

I'm sorry to hear that, JCom.

I’m afraid there is not much that can be achieved without cooperation from the casino's 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 MADRE – an alternative dispute resolution service (https://madre-online.eu/) 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/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal