Bets24 Casino - Вилучення гравця відкладено.

Bets24 Casino refuses to process my withdrawal. The chat support keeps repeating the same response: 'We will contact you within 24 hours by email with the reason why your withdrawal was rejected,' but they never send anything.

I've attempted to withdraw my account balance 12 times since September 9, 2024, nine of which were after completing ID verification.

Dear tmstms,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Do I understand correctly that you have passed the verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Have you made any successful withdrawals before?

No

Do I understand correctly that you have passed the verification?

It seems like it: the attached screenshot shows all boxes ticked green. I only used bitcoin, no Bank Card.

Did you accumulate your winnings with or without an active bonus?

I didn't claim any bonuses. I didn't accumulate any positive winnings. I just wanted to withdraw the leftover balance.



Thank you for your reply, tmstms. Do you currently have any pending withdrawals?

No I don't. After filing this complaint, I tried a couple more times to withdraw by bitcoin still, but the requests kept bouncing back as well.

Thank you very much, tmstms, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you so much, Kristina!

I tried once again to ask on the chat this Tuesday, but still no emails from Bets24.

Hello tmstms,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Bets24 Casino to join the conversation.

Dear Bets24 Casino,

I would appreciate it if you could clarify the reasons behind the rejection of the player's withdrawals, particularly as no satisfactory explanation was given. If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru.

We would like to ask the 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 may negatively affect its rating.

I just now tried to contact bets24.io chat support one more time still: (I sent the original transcript privately by email)

Chat started on 24 Mar 2025, 04:36 PM (GMT+0)

(04:36:57)*** Visitor 20813187 joined the chat ***(04:36:57)Visitor 20813187

Hello

(04:37:01)*** Steve joined the chat ***(04:37:04)Steve

Hello how can i help?

(04:40:01)Visitor 20813187

I have a complaint concerning your site and my unexplained declined withdrawal requests. The complaint conversation is still on and valid on Casino Guru arbitration site. Could you kindly communicate there asap? Casino Guru gave even extra 7 days time already and that time window is up now too.

(04:40:08)Steve

tell me your username please

(04:40:15)Visitor 20813187

tomby

(04:40:33)Steve

For this matter please contact our team at support@bets24.io

(04:41:25)Visitor 20813187

Ok, you repeat the same path still. And if I contact that email, you won't reply as has happened several times already.

(04:42:44)Steve

This matter is for our team to handle, if you emailed them, please wait you will get an answer soon

(04:43:33)Visitor 20813187

I got that information with exactly the same sentence here several times before too. Are you a bot or a real human?

(04:43:51)Steve

I am not a bot, It is the same sentence because it is the same information

(04:44:22)Visitor 20813187

Then when I won't still get any email response, what can I do anymore?

(04:44:24)Steve

Which is that this matter needs to be discussed with our team

(04:44:31)Steve

You will get an email soon, please wait

(04:44:45)Visitor 20813187

Please, stop saying something that is untrue

(04:45:10)Visitor 20813187

You never responded before by email

(04:45:55)Visitor 20813187

Do you have anything else to say

(04:46:06)Steve

Live chat support can not help with this matter, you must wait for the email. If there is no other matter I can help with, I must leave the chat.

(04:46:33)Visitor 20813187

Ok, I will close this chat now and save the transcipt

(04:46:39)Steve

Have a nice day!

Dear tmstms,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru