Bet24Star Casino - El retiro del jugador se retrasa a pesar de la verificación.

Hello, on Sunday 9th March at the Bet24star casino I accumulated a win of 600 euros by playing a deposit and related deposit bonus. I completed the wagering and the bonus balance became a real withdrawable balance. While I was making the withdrawal, a message appeared saying that I had reached the withdrawal limit. This was impossible because I hadn't withdrawn for a long time. I turned to the chat and an operator told me that I had to update my identity document (correct), the card I use to make deposits and a utility bill. I sent everything via email and they told me to wait 4 working days to be verified. Today we are on the 5th day and I have not received any communication from the competent department. Today looking at the account verification this is what it says: Your account has been successfully verified. Then I tried to withdraw again but nothing. I always get that message.

I send you three screenshots and hope for your help. Thanks.

Salve, domenica 9 marzo nel casinò Bet24star ho accumulato una vincita di 600 euro giocando un deposito e relativo bonus sul deposito. Ho completato il wagering e il saldo bonus é diventato saldo reale prelevabile. Mentre stavo effettuando il prelievo mi é comparsa una scritta che diceva che avevo raggiunto il limite di prelievo. Cosa impossibile perché ero da tantissimo che non prelevavo. Mi sono rivolto in chat e un operatore mi ha detto che dovevo aggiornare il documento di identità (giusto), la carta con cui effettuo depositi e una bolletta utenze. Ho spedito tutto tramite email e mi hanno detto di aspettare 4 giorni lavorativi per essere verificati. Con oggi siamo al 5 giorno e non ho ricevuto nessuna comunicazione da parte del reparto competente. Oggi guardando nella verifica account risulta questo: Il tuo account é stato verificato con successo. Allora ho provato di nuovo a prelevare ma niente. Mi compare sempre quella scritta.

Vi invio tre screenshot e spero nel vostro aiuto. Grazie.

Dear papabenzola,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. To better understand your situation and assist you, could you please provide the following details?

1. Could you send me a link or a screenshot of the bonus you activated and played with?
2. When exactly did you make your last withdrawal from this casino, and how much did you withdraw? If possible, please provide a screenshot of your withdrawal history.
3. Have any of the documents you submitted for additional verification been approved and verified?
4. When was the last time the casino's customer support contacted you regarding your verification and withdrawal?

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronica, I'm sending you everything you asked for.

First the link and screenshot of the bonus I used.

The last withdrawal was 200 euros even in 2023 and even then I had made a complaint to you which was then resolved positively on their part. I also send you the screenshot of the withdrawal history.

As for the documents I have absolutely no idea what was approved and verified. I sent them a copy of the front and back of my ID card, a copy of the front and back of my Mastercard, a bank statement and a utility bill.

Finally I send you the conversation I had via email with the customer service. Today 03/14 they didn't even answer me in chat.

Salve Veronica , vi invio tutto quello che mi ha richiesto.

Per prima cosa il link e lo screenshot del bonus che ho utilizzato.

L'ultimo prelievo è stato di 200 euro addirittura nel 2023 e anche in quel caso avevo fatto da voi un reclamo che poi si è risolto in maniera positiva da parte loro. Vi invio anche lo screenshot della cronologia dei prelievi.

Per quanto riguarda i documenti non so assolutamente cosa sia stato approvato e verificato. Ho inviato a loro copia fronte retro della carta di identità, copia fronte retro della carta Mastercard, estratto conto bancario e bolletta delle utenze.

Per ultimo vi invio la conversazione avuta tramite email con il servizio assistenza. Oggi 14/03 in chat non mi hanno neanche risposto.

Hi, it's been seven working days and they still haven't approved my documents.

Salve, sono passati sette giorni lavorativi e ancora non mi hanno approvato i documenti.

Thank you very much, papabenzola, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear papabenzola, 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 once they reply.

Dear Bet24Star Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify what withdrawal limit is applied to the player's account and for what reason. Additionally, specify if the documents provided by the player were successfully verified.

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

Kind regards,

Natalia

Hi Natalia, there is some news. By insisting every day I managed to get the documents approved. I am sending you their response and all in all I think it is right since the line they adopt is the same as other non-AAMS casinos. Based on what you read in their response, know that I made a withdrawal of 150. Let's see if it goes well.

Ciao Natalia, ci sono delle novità. Insistendo ogni giorni sono riuscito a farmi approvare i documenti. Ti invio la loro risposta è tutto sommato penso sia giusta visto che la linea che adottano è la stessa di altri casinò non aams. In base a quello che leggi nella loro risposta sappi che ho fatto un prelievo da 150. Vediamo se andrà a buon fine.

Thank you for sharing the updates, papabenzola. I'm glad to hear your documents were verified.

I hope your withdrawal request will be approved and processed without any delays. However, it is quite concerning that the limits the customer support informed you about are not mentioned anywhere in the casino's terms and conditions or withdrawal policy.

That's right Natalia, the limits they imposed on me are not mentioned in their terms and conditions and withdrawal policy. I'm confused. Now I want to see how long my withdrawal will be pending. These casinos should all be eliminated.

Esatto Natalia, i limiti che mi hanno imposto non sono menzionati nei loro termini e condizioni e nella politica di prelievo. Sono confuso. Adesso voglio vedere quanto rimarrà in sospeso il mio prelievo. Questi casinò sarebbero tutti da eliminare.

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 Natalia, I would like you to close my case. I was tired of waiting and ended up playing all my credit. I sent an email to the casino asking them to delete my account. Thanks for trying to help me but in the end they wouldn't answer you either. Have a nice day.

Salve Natalia, vorrei che chiudeste il mio caso. Ero stanco di aspettare e alla fine mi sono giocato tutto il credito. Ho mandato un'email al casinò chiedendo loro di cancellare il mio account. Grazie per aver tentato di darmi una mano ma alla fine non avrebbero risposto neanche a voi. Buona giornata.

Dear papabenzola, thank you for updating me. This is upsetting news, although I completely understand your frustration caused by this delay. Unfortunately, we haven't heard from the casino so far.

As per your request, I will reject the complaint. I'm sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.

Regards,

Natalia