24Bettle Casino - プレイヤーの撤退が遅れています。

Hello Casino Guru, I am having problems withdrawing 24 Bettles. On May 17th I have already initiated the payment, without success. At first they wanted different documents, when that fit, I did not receive any more messages. After writing to the chat several times, the answer was always the same: "The finance department will take care of it. At the moment, the payouts take longer" etc.

I hope for help.

Greetings Mandy

Hallo Casino Guru, ich habe Probleme bei der Auszahlung mit 24 Bettle. Am 17.05. habe ich bereits die Auszahlung veranlasst, ohne Erfolg. Erst wollten sie verschiedene Unterlagen, als die gepasst haben, habe ich keine Nachricht mehr erhalten. Nach mehrmaligem Schreiben mit dem Chat, immer die gleiche Antwort: "die Finanzabteilung wird sich darum kümmern. Momentan dauern die Auszahlungen länger" etc.

Ich hoffe auf Hilfe.

Grüße Mandy

Dear Mandy,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for nearly three months.

Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you? Could you please advise which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three months is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

yes the payout is still pending. Nothing has reached my account so far.

I decided to use the bank transfer. Unfortunately, I don't get any information.

I thank you for your support.

Greetings Mandy

Liebe Petronela,

ja die Auszahlung steht immer noch im Pendig. Es ist bisher nichts auf meinem Konto angekommen.

Ich habe mich für die Banküberweisung entschieden. Leider bekomme ich ja auch keinerlei Informationen.

Ich bedanke mich für Ihre Unterstützung.

Grüße Mandy

Thank you very much, Mandy, for providing all the necessary information. I will now transfer your complaint to my colleague Nikolas 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.

Hello Mandy,

I'm Nick and I'll be assisting you from now on in your issue. I would like to ask 24Bettle Casino to join us and help us resolve the player's issue.

Thanks Nick

Danke Nick

Unfortunately, we haven't receive any respond from the casino yet. Please note, that if we won't get any answer within the next 7 days, we will be forced to close the complaint as unresolved, which may negatively affect the casino's rating.

Regards,

Nick

Dear Customer,

We have checked your case and please note that your account has been closed due to a violation of our terms and conditions.

As it is stated in our terms and conditions, 24bettle has a zero tolerance policy towards inappropriate play, bonus abuse, player’s collusion and fraudulent activity. If, in Our sole determination, the Player is found to have cheated or attempted to defraud Us or any other User of the Games in any way including, but not limited to, game manipulation or payment fraud, or if We suspect the Player of fraudulent payment, including use of stolen credit cards, or any other fraudulent activity (including any chargeback or other reversal of a payment) or prohibited transaction (including money laundering), We reserve the right to suspend and/or close the User Account and to share this information (together with the Player’s identity) to other online gaming websites, banks, credit card companies, and appropriate agencies.

The decision that has been made is final and non-negotiable, and without the possibility of reopening of your account or any type of refund. All proofs of collusion has been also sent to Casino Guru to support above claims and we will be awaiting the resolution here.

Kind regards,

24Bettle complaints team

Dear 24Bettle Casino,

Could you please advise where did you send the above mentioned proof or if it's possible to resend them to nikolas.b@casino.guru, that would be great too.

Looking forward to your answer.

The complaint will be now closed as rejected as the player breached the casino's terms and conditions.