Elite24Bet Casino - Pelaajien kotiutukset on keskeytetty.

I won a lot of money on my account and I agreed with elite24 that they will pay me 1000€ per week because they cannot pay the amount per month according to their terms. For some time now, they have been paying payments late and between one and a week. Now I have 4 €1,000 withdrawals waiting and the account has a lot of money in addition to this. I sent them emails which have not been answered. I went to ask about it in the live chat and was told to contact the financial side by email, who did not respond.

Voitin paljon rahaa tililläni ja sovin elite24, että he maksavat minulle 1000€ viikossa, koska eivät pysty maksamaan heidän ehtojensa mukaista määrää kuukaudessa. He ovat jo jonkun aikaa maksaneet maksuja myöhässä ja välillä ja viikko välistä. Nyt minulla on 4kpl 1000€ nostoja odottamassa ja tilillä on vielä tämän lisäksi paljon rahaa. Lähetin heille sähköposteja joihin ei ole vastattu. Kävin kysymässä asiasta live chatissa ja sieltä käskettiin olla sähköpostilla yhteydessä talouspuoleen, joka ei vastannut.

Dear kalaman89,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please let me ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount has been approved by the casino and subsequently split into several installments? Could you please advise how much is the remaining amount to be received and when was the last payout processed?

If there’s any relevant communication, please forward it to 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

I accepted a €1,000 per week payment plan with the casino on March 29, 2022. Which fire starts on 19.4. Before this, I had been able to withdraw money faster. At that time there was €55,000 in the account. Now there is €35,000 in the account and the latest payment came on November 11, 2022. So they are about €10,000 behind this payment schedule. I posted here when the pace of payments started to slow down again and my emails were not answered. I received the latest payment the same day I posted here. The previous payments were on 3 November 2022 and 12 October 2022.

hyväksyin kasinon kanssa 1000€ viikossa maksusuunnitelman 29.3.2022. Jonka tuli alkaa 19.4. Tätä ennen olin saanut nostettua rahaa nopeammin. Silloin tilillä oli rahaa 55 000€. Nyt tilillä on 35 000€ ja viimeisin maksu on tullut 11.11.2022. Joten he ovat tätä maksuaikataulua jäljessä noin 10 000€ edestä. Laitoin tänne viestiä, kun maksujen tahti alkoi jälleen hidastua ja sähköposteihini ei vastattu. Sain viimeisimmän maksun samana päivän kun laitoin tänne viestiä. Sitä edeltävät maksut olivat 3.11.2022 ja 12.10.2022.

Thank you very much, kalaman89, for your reply. I understand that payouts are scheduled to be sent again. Have you received any other withdrawals since November 11th?

I have received a withdrawal of €1,000 on 14.11.

Olen saanut 1000€ noston 14.11.

Perfect. Could you please advise how many more payouts you expect? How much is still pending inside your account?

I am currently waiting for 4 payments, all of which are €1,000.

odotan tällä hetkellä 4 maksua, jotka ovat kaikki 1000€ kokoisia.

Thank you very much, kalaman89, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi kalaman89,

I've just reviewed your case and fully understand your concerns regarding this problem with the delayed withdrawals. I'll try my best to help you by contacting the casino.

Dear Elite24Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the case? Have there been any reasons for the delays in the payment schedule?

Looking forward to hearing from you.

Regards,

Natalia

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.

Hi kalaman89,

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 Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We received a request from a representative of Elite24Bet Casino to reopen this complaint.

Dear Elite24Bet Casino, I'll set the timer for 7 more days for you. We are looking forward to receiving more information from you that can help us resolve this case in the set time frame.

Best wishes,

Natalia

Unfortunately, we haven't received any response from the casino again, so the complaint will be closed as unresolved. Dear kalaman89, our advice to you remains the same - please try to contact Malta Gaming Authority and submit a complaint to them. I'm sorry we couldn't help you this time.

Best regards,

Natalia