Elite24Bet Casino - Výběr hráče byl zpožděn.

I have already deposited well over €500 into the casino but have never won anything. 2 weeks ago I finally made a profit of €1300 and wanted to pay it out directly. I verified my account a week before, which was confirmed to me several times by live support. Now I've been waiting for almost 2 weeks until my payout is even accepted! The support hasn't answered my email at all since I won and in Limechat they just tell me I should wait and the payment will be made. Very strange, since the payout hasn't even been accepted for almost 2 weeks now!

Ich habe schon weit über 500€ in das Casino eingezahlt aber nie was gewonnen. Vor 2 Wochen habe ich dann endlich mal einen Gewinn von 1300€ erzielt und wollte diesen direkt auszahlen. Mein Konto habe ich schon eine Woche davor verifiziert, was mir auch mehrmals vom Live Support bestätigt wurde. Jetzt warte ich seit fast 2 Wochen bis meine Auszahlung überhaupt akzeptiert wird ! Der Support antwortet mir garnicht mehr auf meine Email seit ich den Gewinn erzielt habe und im Limechat sagt man mir nur ich solle warten die Auszahlung wird schon noch erfolgen . Sehr merkwürdig , da die Auszahlung nicht mal akzeptiert wird seit nun fast 2 Wochen !

Dear tiller52,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you accumulated your winnings with or without an active bonus? Which payment method you have opted for, please? Do I understand correctly that the payment is still inside your casino account without being processed?

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 it.

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

Best regards,

Petronela

Good day ,

to your questions:

1.I have never played with a bonus so it can't be that.

2. For the payment method MUCHBETTER, but I sent my bank details to the support, because they said they would process it faster, but

3. Exactly the payment is not even processed, so I can still cancel it.

Warm greetings

Till S********

Guten tag ,

zu ihren Fragen:

1.Ich habe noch kein einmal mit einem Bonus gespielt also daran kann es nicht liegen.

2.Für die Zahlungsmethode MUCHBETTER, habe aber dem Support meine Bankdaten zukommen lassen, da gesagt wurde sie bearbeiten es dann schneller, aber

3.Genau die Zahlung wird nichtmal bearbeitet, also ich kann sie auch immer noch abbrechen.

Liebe Grüße

Till S********

Today the payout was simply rejected after 12 days without any reason given

Heute wurde die Auszahlung jetzt nach 12 Tagen ohne genannten Grund einfach abgelehnt

Thank you very much, tiller52, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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 tiller52,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Elite24Bet Casino,

Could you please provide some information regarding the player's rejected withdrawal request?

Thank you for your cooperation.

Kind regards,

Tomas

Dear all,

In this case player made a withdrawal request via MuchBetter on 5th July 2022.

We have occurred some technical issues referring to withdrawals via MuchBetter. As our T&C says that we have 7 business days for withdrawal and we knew that we crossed that line (by just 2 days), we have decided to contact the player for his bank details and do the wire manually via bank transfer.

Player sent us details, we informed him that we will cancel his withdrawal (15th of July) and we asked him to make another withdrawal request, this time via bank transfer. Player made that request on 16th of July and we have almost instantly processed the withdrawal. Money should reach player's bank account in 1-3 business days.

We have contacted player many times informing him that withdrawal has been accepted and processed, also we asked him to update his review about our casino (you can even check our comment that we have processed the withdrawal).

In the meantime we can observe that player from yesterday is enjoying our site, making deposits etc. so it seems that we are not so bad.

We would like to close that compliant and kindly ask player to change his review about our casino as that review sounds a bit unfair.

Regards,

Elite24Bet Team

Dear Elite24Bet Casino,

Thank you for providing us with the specific and helpful information.

Now I would like to ask tiller52, could you please let us know once you have received the payment?

Thank you both for your cooperation.

Kind regards,

Tomas

The money arrived

Warm greetings

Das Geld ist angekommen

Liebe Grüße

Dear tiller52,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas