24Bettle Casino - 選手の退会が遅れました。

So on April 24th, 2023 I had ordered a payment by bank transfer (which should go to a different bank account, namely my son's) ... this is 440 euros ... had also received a confirmation email ... I then asked in the live chat after the 2nd day (payout duration 2 days is advertised) they said the payout was approved and the money is on the way I should please be patient because you have a 3rd party who regulates your payments can do it Delays have already occurred ... I was told the same thing in the days that followed ... today, May 2nd, 2023, I still haven't received anything, so I asked again in the online chat and was told that the transaction had been made a long time ago and I ask bank transfers or information from the account statement from 24.4 to today 2.5 should be sent as a pdf ... said done .... what happens to me are 8 euros debited at around 6 p.m. today but you are not able to transfer the money? please help i don't know if they want to make fun of me or why you were allowed to pay 8 euros now.....ps.: i never had to verify myself on the website, even though i've been there before had played and also received my payouts

also ich hatte am 24.4.2023 eine Auszahlung per Überweisung in Auftrag gegeben (welche aber auf ein anderes Bankkonto nämlich das meines Sohnes gehen sollten) ...dabei handelt es sich um 440 euro ...hatte auch eine Bestätigung mail erhalten ... hatte anschließend nach dem 2ten tag nachgefragt im live chat (Auszahlungs Dauer 2 tage wird ja angepriesen) die meinten die Auszahlung wurde genehmigt und das Geld sei auf dem weg ich solle mich bitte etwa gedulden da sie eine 3 partei haben welche ihre Zahlungen regelt kann es schon zu Verzögerungen kommen ...das wurde mir in den derauf folegenden tagen ebenso erzählt ...heute den 2. mai 2023 immer noch nichts erhalten daher fragte ich erneut im online chat nach dabei wurde mir gesagt das die Transaktion schon lange getätigt worden sei und ich bitte bank Überweisungen bzw informationen vom Kontoauszug vom 24.4 bis heute 2.5 als pdf zukommen lassen solle ...gesagt getan ....was passiert mir werden 8 euro gegen 18 uhr heute abgebucht aber sie sind nicht fähig das geld zu überweisen ? bitte um hilfe ich weiß nicht ob die mich auf den arm nehmen wollen oder weshlab dich da jetzt 8 euro speßen bezahlen durfte .....ps.: ich musste mich aber auch nie auf der Website verifizieren und das obwohl ich bereits schon mal dort gespielt hatte und auch meine Auszahlungen erhalten hatte

Dear hubertkutternig98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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? Have you received any winnings from this casino in the past to this specific payment method?

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.

It's important to note that once the payment has been processed, the casino no longer has control over it. At that point, the payment is transferred to the payment provider's side, and the casino can no longer intervene in the process. While this can be frustrating for customers waiting for payment, it's important to understand that the casino's hands are tied in this matter. It's up to the payment provider to process the payment in a timely and efficient manner. 

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

hello yes the payment has been confirmed and sent but have not received it yet... and yes i had also received winnings from this casino in the past if required i can also send the necessary screen shots have a pdf.... i will Wait these 14 days that you mentioned and hope that the money will arrive in the meantime

hallo ja die zahlung wurde bestätigt und gesendet habe sie jedoch noch nicht erhalten ... und ja ich hatte auch bereits gewinne in der Vergangenheit von diesem casino erhalten bei bedarf kann ich auch die nötigen screen shots senden hab eine pdf .... ich werde diese 14 tage welche sie erwähnt hatten abwarten und hoffen das das geld in der Zwischenzeit ankommt

Thank you very much, hubertkutternig98, for your understanding. I will check back with you on Wednesday. Meanwhile, if you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru.

Dear hubertkutternig98,

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.

We regret to inform you that we are unable to proceed with the investigation of your case at this time. Despite our attempts to request more information, we haven't received any response from your end. Unfortunately, this means we're not able to provide any further assistance or suggest possible solutions.

If you decide to reopen this complaint anytime in the future, we would be more than happy to assist you and address your concerns to the best of our abilities. We sincerely hope to hear from you in the future and resolve this matter in a prompt and satisfactory manner.