24Bettle Casino - プレイヤーの撤退が遅れています。

Requested a payout at 24bettle.com last week. According to 24 bettle.com employees and chat support, the payment has been instructed or made. Nothing received until today 05.10.2020. Support responds very slowly when you reach someone, it says only money was paid out?

I requested withdrawals at 3 casinos last week and received them via Trustly within 24 hours. At 24bettle.com I have been waiting for a payout since Wednesday September 30th, 2020!

Habe letzte Woche eine Auszahlung beantragt bei 24bettle.com. Laut 24 bettle.com Mitarbeiter bzw. Chat Support wurde die Auszahlung angewiesen bzw. getätigt. Bis heute 05.10.2020 nichts erhalten. Support Antwortet sehr schleppend wenn man jemand erreicht heißt es nur Geld wurde ausgezahlt??

Ich habe in 3 Casinos letzte Woche Auszahlungen beantragt und innerhalb von 24 Stunden per Trustly erhalten. Bei 24bettle.com warte ich seit Mittwoch den 30.09.2020 auf eine Auszahlung!

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that this has been your first withdrawal request in this casino?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

My payout was also approved on 9/28 (means payout was supposedly initiated). Also has the status approved. No payment received to date. Another example last week, another casino (MGA license). First time deposited, won, withdrawal requested Money came via Trustly within 24 hours.

The chat just supposedly put off it takes another 4-5 days even though the payment was made last week?

Does something not go together

Meine Auszahlung wurde am 28.9 veranlasst auch genehmigt (heißt Auszahlung wurde angeblich veranlasst). Steht auch so im Status genehmigt. Bis heute keine Zahlung erhalten. Anderes Beispiel letzte Woche anderes Casino (MGA Lizenz). Erstemal eingezahlt, Gewonnen, Auszahlung beantragt Geld kam per Trustly innerhalb 24 Stunden.

Der Chat vertröstet nur angeblich dauert es nochmals 4-5 Tage obwohl Auszahlung letzte Woche erfolgte?

Passt was nicht zusammen

Thank you very much, Marcel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Marcel,

I looked at your case and understand your situation. I will contact the casino and see if I can help.

Das ist die Antwort warum ich meine Auszahlung angeblich nicht erhalte. So ein Quatsch. Meine Kontoverbindung ist korrekt man versucht hier unendlich Daten zu sammeln und das ganze weiter hinauszuzögern. Überall anders klappt es problemlos.

Dear Marcel,

Thank you for contacting us.

Having checked your account, I would like to let you know that the amount was processed more than 5 business days ago. If you have not received your winnings yet, our finance team would need to run an investigation. 

In order for them to be able to do this, I would like to ask you to provide us with a bank statement from the day the withdrawal was processed (30-09) until the current day, thank you.

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

We would like to ask the 24Bettle 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Customer,

We have checked your account and made an investigation on this matter.

After making necessary checks, we can see that your withdrawal, that was requested on 30th September, was approved and sent from our side that same day. Since we work with third party payment provider, in certain cases it can take a little bit longer to reach your account. However in our system we can see that payment on your account was successful and that you should have received your winnings on 4th of October 2020.

I would kindly ask you to check your bank account for this payment.

We have also sent the proof of successful transaction to Casino Guru team so they can confirm this information to you.

Kind regards,

24Bettle Complaints Team

Thank you 24Bettle for the reply.

Hi Marcel,

Have you received your funds?

Dear Marcel,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.