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Complaint about 24Bettle – Verified €8,000 win, withdrawal blocked at €5,000, no document approval, no communication

I won a total of €8,000 at 24Bettle. According to their monthly withdrawal limit, I was only able to request a withdrawal of €5,000, which I did on September 17, 2025. The remaining €3,000 was left in my casino balance.

After the withdrawal request, I was asked to complete KYC verification. I submitted all required documents, including ID, proof of address, and proof of payment method.

Since then, I have not received any confirmation whether my documents were approved or rejected. I have contacted customer support multiple times, but I have received no response at all.

Meanwhile, the withdrawal is still in "pending" status and has not moved to processing. According to 24Bettle's own terms, withdrawals should be processed within 48 hours after KYC is complete, and funds transferred in 1–2 business days. However, the process is completely stalled.

This is very frustrating. I have followed all rules and submitted everything requested, yet there is no progress and no explanation. There is no transparency or communication, which raises serious concerns about the reliability of this operator.

I kindly ask Casino Guru for assistance in resolving the matter and getting:

Confirmation that my documents have been accepted

Clarification if anything is missing

A timeline for when the €5,000 withdrawal will be processed

Thank you for your help,

Antti

Dear player,

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 the 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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Casino Guru team,

Thank you for your response and for taking the time to review my complaint.

I fully understand your 14-day waiting policy, but I kindly ask if you could consider taking this case into review sooner than usual.

The reason is that there are already several public complaints about 24Bettle regarding blocked withdrawals, ignored support messages, and unprocessed KYC documents – cases that strongly resemble my current situation.

This raises serious concern that the operator may be deliberately delaying payments, and I would prefer not to be stuck in a months-long waiting process, especially after fulfilling all my obligations as a player.

I hope you can take this context into account and possibly escalate the case earlier or reach out to the casino to check the situation.

Thank you again for your support and understanding.

Best regards,

Antti

Subject: Update to Complaint – 24Bettle / Condor Malta – Withdrawal €5,000

Dear Casino Guru Complaints Team,

I wish to update my complaint against 24Bettle (Condor Malta Ltd) regarding a €5,000 withdrawal. Below is the current status, documentation, and contradictions:

Background & Timeline:

I have submitted all requested documents: the official Finnish Tax Decision, a bank statement (Oma Säästöpankki), payslips, and my deposit proof (Euteller).

The casino has marked my KYC documents as "approved" in their system.

In a message they claim my tax document "does not show any tax return" and cannot be accepted for Source of Funds verification — this contradicts their earlier communication where they listed "tax return or other official financial statement" as acceptable.

They have not specified which part of my tax decision is deficient, and instead demand further documents (e.g. savings account statement, sales agreement) that are unrelated to my income or deposits.

My withdrawal is being delayed continuously without a clear justification or timeline.

email : Dear Antii,

I hope this message finds you well.

Our relevant department has carefully reviewed the tax document you provided. After thorough consideration, they concluded that the document does not show any tax return and, as a result, cannot be used for your source of funds verification at this time.

To help us move forward smoothly, it would be very helpful if you could provide alternative documentation that clearly demonstrates the origin of your funds. Examples of such documents could include a recent savings account statement, a sales contract, or any other official document that reflects your financial transactions.

We greatly appreciate your cooperation and understanding in this matter. Providing these documents will help us complete the verification process quickly and ensure everything is in order.

If you have any questions or need guidance on the type of documents that would be suitable, please don’t hesitate to reach out—we’re happy to assist.

Thank you very much for your attention to this, and we look forward to receiving the additional information.

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,

Lilly

24Bettle Player Support

24Bettle

Dear Lilly,

Am I now expected to wait another two weeks while you review one official document?

Dear Antti,

Thank you for reaching out.

Kindly note that you have provided all the documents needed for your KYC process to be complete, which is why your documents are marked as approved in our system. 

Confirming the source of funds is an additional proceedure that will have to be completed before we can begin with the review of your payout request. Please be informed that I have forwarded the new document provided to our relevant department. Once they review it, I will let you know if we have all we need.

Thank you for your understanding and cooperation!

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,

Lilly

24Bettle Player Support

24Bettle

Dear 24Bettle Support,

I have noticed that all my verification documents are now marked as approved in your system.

When will my €5,000 withdrawal be processed and paid?

Please confirm the status and provide a clear timeline.

Best regards,

Antti

Dear Antti,

Thank you for providing such detailed documentation to assist us with your account verification. We truly appreciate the effort you've made, and our relevant department has carefully reviewed the information you submitted.

At this stage, we are pleased to inform you that we have almost everything needed to complete the verification process. However, in order to fully satisfy our Source of Funds requirements, we will need some additional documentation.

Unfortunately, the two payslips you provided do not sufficiently account for the total amount of funds you have deposited with Condor Gaming. To proceed, we kindly ask that you provide further evidence of your financial means.

You may consider submitting one or more of the following documents:

-A recent savings account statement showing a consistent balance over time

-A tax return or other official financial statement

-Documentation showing other sources of income, such as investments or rental income

If you're unsure which documents would be most appropriate, feel free to reach out, and we’ll be happy to assist further.

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,

Lilly

24Bettle Player Support

24Bettle

Dear player,

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 Dominika,

Thank you for your message. The withdrawal has still not been paid. The casino has now delayed the process for over two weeks.

I have submitted all requested documents multiple times (ID, address proof, bank statement, payslips, official tax decision). My KYC is marked as approved in their system. Nevertheless, the withdrawal has not been processed — instead, they keep forwarding the case to "another department" and requesting further documents without giving any itemised reasons.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

What was the last specific document or information the casino requested from you, and when exactly was this request made?

When was your KYC verification officially marked as "approved" in the casino system?

Are your withdrawals still marked as pending, or has there been any change in status?

If you have had any further communication with the casino, could you please send emails or chat transcripts to my email at [email protected], 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.

Hi, I sent an email.

Hei, Lähetin sähköpostiin.

Dear player, have you received any updates from the casino regarding your verification, or was there any change in the status of your €5,000 withdrawal?

Also, could you please confirm if you have received any of your funds?

KYC was approved. The casino requested additional documents afterwards, and all of them have been submitted, but no response has been received since then.

No winnings have been paid out.

They are not responding at all from the casino.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) 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.

Dear antti0134,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 24Bettle Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

At this stage, all verifications have now been completed and approved, and the withdrawal has been transferred to the payments team for processing. I will post another update once (or if) the funds actually reach my account.

Thank you to everyone who has been following this case – hopefully this is the final step before the payment is finally completed.

The casino confirmed on 17 October 2025 that all documents related to identity verification and source of funds (KYC and SoF) had been fully approved, and that the €5,000 withdrawal would be "soon" transferred to the relevant department for payment processing.

Despite this confirmation, as of 20 October 2025, the withdrawal has not been paid, and the casino has taken no action whatsoever. The withdrawal remains marked as pending on my player account.

This conduct violates Article 37(1)(a) of the MGA Player Protection Regulations, which requires the operator to process withdrawals without undue delay once verification has been completed.

Dear antti0134,

please allow some more time to process the withdrawal.

Hi, Tomorrow it will have been a week. How long does it usually take to process a withdrawal?

Dear antti0134,

there is a timer on the casino’s side and we hope that they will respond and proceed with the withdrawal of your funds.

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.

?

Apparently, the casino didn’t want to respond — and the payment still hasn’t arrived.

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 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/). 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Jana