24Bettle Casino - Hráč má potíže s výběrem své výhry.

Hi Dear team at Casino Guru,

Trust this message finds you well,

I signed up with 24Bettle a few weeks ago.

and since I read online about them numerous negative reviews regarding withdrawing funds, so as a precaution and to be in the safe side before even making my first deposit i

contacted them via email on 15/02/2021 (I have screenshot as a prove) asking them if I can send my documents so they can verify my account in order to avoid future unncessary delays while trying to withdraw my money. But

They answered me saying that my account doesn't require any verification (I have screenshot as a prove) but still I sent to them all documents completely on 22/02/2021.

And I placed the withdrawal on 24/02/2021

Their terms and conditions says that the time frame to approve a withdrawal is withitin 48h which they didn't respect in my case and they kept my withdrawal on "pending"

I contact them daily via email and live chat and I always get the same copy paste message, *Kindly wait we are doing our best! And the relevant department requires more time**

Dear Casino Guru, as I explained above I have done an outstanding effort to avoid getting paid late, and I gave them zero chances to cause me delays but still they are causing it.

Looking forward to hear from you soon.

Best Regards.

Dear Has86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. You have been advised that your documents were not needed because the verification starts after placing a withdrawal request only.

Subsequently, it’s quite usual for a withdrawal, 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Has86,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.