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

Only half of the payment has been made. Despite promises, I have not received the rest of my winnings.

Maksusta on suoritettu vain puolet. Lupauksista huolimatta en ole saanut loppuja voittojani pois.

Hello kimi1978,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 24Bettle Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, yes my Game account has been verified. I played with the deposit bonus and all the necessary rollovers were completed. the most recent discussions were on 30 October 2024. I have been their customer for several years. I also have receivables from their sister casino for 750e, but I'm still waiting for an answer from there.

Moi, kyllä pelitilini on vahvistettu. Pelasin talletus bonuksella ja kaikki tarvittavat kierrätykset olivat suoritettu. viimeisimmät keskustelut olivat 30.10.2024. olen ollut heillä asiakkaana jo useamman vuoden. Minulla on saamisia myös heidän sisar casinolta 750e, mutta sieltä odotan vielä vastausta.

Hello kimi1978,

Would it be possible to forward your deposit, bonus and betting history from your casino tab to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

hi, i send you couple emails,if you need more let me know

Thank you kimi1978 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear kimi1978,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 24Bettle Casino representative to join this conversation.

Dear 24Bettle Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Hello all,

Thank you for reaching out to us.

We sincerely apologise that such delays happened and we have reached out to our relevant departments to investigate this in quickest time frame possible.

The moment we have further details, we will notify you.

Kind regards,

24Bettle Complaints Team

24Bettle

Dear 24Bettle Casino,

Could you please provide us with an update on the investigation?

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.

Dear kimi1978, 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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of 24Bettle Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear kimi1978,

I've received an information from the casino, that you should have received the funds by now.

Could you please confirm that?

Thank you.

Hi, I have received my money from the casino. Everything is fine now. Thank you very much.

Moi, olen saanut rahani casinolta. kaikki on hyvin nyt. kiitos paljon.

Dear kimi1978,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru