Bet24-7 Casino - El jugador cree que el reintegro se ha retrasado.

Casino is not replying to my e-mails and the withdraw is still pending.

They forced me to cancel the first attempt to switch to credit card withdraw.

Account got already verified 2 weeks ago.

Card withdraw should take 48hours stated on their homepage

Dear Matex0,

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

Still no response or withdraw

Still no response or withdraw

Still no response or withdraw

Still no response or withdraw

Dear Matex0,

Have you received your withdrawal from the casino yet?

As written the last days -> No

No response on my mails and chat can’t help with financial topics.

Thank you for your reply, Matex0. Have you made any successful withdrawals before? Is the withdrawal still marked as pending? If possible, please post a screenshot of your withdrawal history here in this thread.

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

Nope, it’s my first withdrawal with them.

It is still marked as pending (since the 14.112023) as you can see in the screenshot.

The winnings were accumulated with a bonus that got wagered fully as you can see on the other screenshot.

So yeah, they are scamming because they are breaking their own rules.

Maybe it would be good to contact their MGA.

Do I always have to wait a week now for the acknowledgment that they are holding back winnings of players?

They don’t even reply to e-mails!

That are no technical difficulties or anything else!

Please note that this is not a live chat, but a complaint thread. We currently have over 800 active complaints and even though we try our best, we can't reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Matex0 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet24-7 Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

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've also contacted Versus Odds already, but they don't reply either as always.

Dear Matex0, I was in contact with a casino representative and was told that your withdrawal has been successful. Can you confirm that you have received the funds?

Thank you in advance!

Yes, thanks a lot.

I received the money yesterday.

The case can be closed.

Dear Matex0,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter