24Bettle Casino - El retiro del jugador se ha retrasado.

I would like to write about my situation with 24bettle. I have deposited two times for 10 and 300 eur and after few days my balance was on account 1613 eur. I have made a withdrawal for 300 eur and they asked me for all documents which I sent them and my account was verified. On 7th November they send me that 300eur is confirmed and it will come in 1-2 days. I made a withdrawal also for 1313 EUR soon after that.

On 11th November I wrote them where is my withdrawals ?? On14th November came just 300 eur to my IBAN account and I received an email from them on 19th November that 300EUR should already came and the second will come in two instalments. One will come soon and second on 26th November (I have a proof of their answer). Today we are already 26th November and my second withdrawal of 1313EUR still did not come not even the "first" instalment....

I wrote them again and they still don't reply also their LIVE chat is not working. I don't know what to do so I wrote here. I'm really uncomfortable with this situation and I politely ask you to help me resolve this problem.

Dear ilke777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

When exactly did you request the withdrawal of 1313€ and when was it approved?

Could you please confirm that you have passed the KYC verification?

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

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Best regards,

Dominika

Hello Dominika,

actually I don't have a lot of communications with Casino to share it. I have verified account for first withdrawal and after that I made a second withdrawal on 11th November. You can see from screenshot from account that second withdrawal is approved and also from their mail you can see that they approved, but it should come in two instalments. My account was verified on 5th November, you can see from screenshot number 3 so I confirm it that I passed KYC verification.

Dear ilke777, do you have any updates regarding the withdrawal?

Dear Dominika,

they sent me on 2nd December almost the same email as previous. I think they wont pay me the rest. I haven't revieved any instalments.

Best regards

Dear ilke777, could you please share any evidence, such as a bank statement, to confirm that you have not received the funds?

Dear ilke777,

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.

I didn't see that you asked me for bank statement.

I will send you a PDF for November to dominika.l@casino.guru, and because I don't have for December yet I will put screenshot from December. As you can see there is no 2nd and 3rd "instalments". There is only one for 300 EUR from CONDOR MALTA.

Thank you very much, ilke777, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi ilke777,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 24Bettle Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when they can expect the installments to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru.

Kind 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.

Dear ilke777, 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/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Another ADR available is European Online Dispute Resolution (ODR) platform - https://ec.europa.eu/consumers/odr/main/?event=main.home2.show. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia