Play24Bet Casino - Výběr hráče byl zpožděn.

Hi Iv been playing on play24bet for a while now and never had any problems with withdrawals and if there was an issue I was always kept up today’s with any delays but always had a response and got paid. 

For the last 2 weeks Iv been told o would receive part of my withdrawal €1500 on the Monday and the rest €3400 the following Thursday, this didn’t happen so I contacted chat and they kept saying really sorry this will be paid today....they said that everyday. 

I would usually email Andrew my account manager who would usually always respond but hasn’t been, customer support have also not responded and neither have the finance department. Iv emailed on various occasions asked on live chat to speak to a manager either on there on by phone as no one is reply and getting back to me as promised.

I’m a loyal player I’m not unfair I just want my winning and not to be ignored. As you can see from the emails abs screen shots I’m just  at a loss at what else I can do before going down the legal route? 

I am now been ignored by online chat and don’t seem to be getting anywhere!

I have all emails and chat correspondence if needed, Iv also been involved with a solicitor who informs me "transpires that the company is not in good standing. According to the chamber of commerce the registration has been discontinued and has no director appointed (see attached) and no local (correspondence) address. The website seems to be operational and refers to a license but the license number they refer on the website is not correct. In addition they don’t have a license seal implemented on the website giving us to impression that this website is not licensed."

Dear Kdalley,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payments are still pending inside the account without being processed? Have you accumulated your winnings with or without an active bonus?

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 withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi

no active bonuses Iv never played any bonus at this casino.

my account is fully verified and I have had other withdrawals from them in the past.

Iv been waiting 6 months for the this withdrawal and have had an emails saying everything is ok at the beginning and it’s been processed, this never happened And I was told we have changed procedures and processes etc which i accepted in good faith, I mean I had no other reason not too as I had withdrawn in the past.

Iv got a lot of chat history with the online team stating they will pay me my money they are not fraudulent or thief’s etc.

they are not responding to me now via online or emails to the finance team and support team.

Thank you very much, Kdalley, for your reply. Could you please clarify how long ago you have requested a withdrawal of your winnings? Looking forward to hearing from you.

Hi

the withdrawal has been going on since February 2021.

i can forward any chat correspondence and emails if required.

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

I will take care of your complaint from now on. I would like to invite Play24Bet Casino's representatives into this complaint in order to help us resolve the withdrawal issue.

We would like to ask Play24Bet 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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.