24Bettle Casino - Играчът се мъчи да потвърди акаунта си.

I registered at 24 bettle Casino on 02/12/2021, and deposited € 124 (via MuchBetter) and accepted the welcome bonus and earned € 1500 afterwards. My documents sent to verify KYC copy of ID card, current account statement and 3 screenshots of MuchBetter, where my data is on it and where the transaction is and finally where my phone number is and the payout is made at the same time.

A day later I got a message from 24bettle Casino, where it said that the 3 screenshots were rejected by MuchBetter Reason: a photo from MuchBetter should be where everything is written, my data corresponds to the transaction with number and my phone number and they do not accept a screenshot but in PDF form.

Otherwise my account can not be verified or paid out, and worst of all I can not reach MuchBetter Support 18 emails sent and no response so far.

I don't know what to do, and the support from 24bettle won't talk to you, which means that without this document you don't want to verify my account.

I also have proof of material and ask for your help.

Ich habe mich am 12/02/2021 bei 24 bettle Casino angemeldet, und 124€ eingezahlt (via MuchBetter) und der Willkommen Bonus angenommen und 1500€ erwirtschaftet danach meine Dokumente gesendet zum verifizieren KYC Kopie vom Personal Ausweis ,Kontoauszug aktuell und 3 Screenshots von MuchBetter,wo mein Daten drauf stehen und ein wo die Transaktion steht und zuletzt wo mein Telefon Nummer steht und gleichzeitig die Auszahlung getätigt.

Ein Tag später bekam ich eine Nachricht von 24bettle Casino,Wo drauf stand das die 3 Screenshots von MuchBetter abgelehnt wurden Begründung: ein Foto von MuchBetter soll sein wo alles drauf steht entspricht meine Daten die Transaktion mit Nummer und mein Telefon Nummer und die akzeptieren kein Screenshot sondern in PDF Form.

Ansonsten können mein Konto nicht verifizieren und auch nicht Auszahlen, und das schlimmste ich kann MuchBetter Support nicht erreichen 18 Mails geschickt und bis jetzt kein Antwort.

Ich weiß nicht was soll ich machen, und der Support von 24bettle lässt mit sich nicht reden heißt das ohne diese Dokument wollen mein Konto nicht verifizieren.

beweis Material habe ich auch und bitte euch um Hilfe.

Dear ragner69,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Is providing proof of deposit via MuchBetter the only thing holding you back from completing the KYC? Do I understand correctly that the casino approved the rest of your documents?

Would you be so kind and send me the screenshot of MuchBetter that was not accepted by the casino?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much ragner69 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi ragner69,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 24Bettle Casino to the conversation to participate in the resolution of this complaint.

Dear Customer,

We have checked your case. Please allow us to inform you that as per our Terms and conditions your account can not be verified if we do not receive all necessary documents. 

Please note that our legal team has deemed that the MuchBetter screenshots you have sent us are not credible enough as a proof of account. Therefore, as per our Terms and Conditions, we have requested from you to send us a new one where all necessary information can be visible on one page, just like on the example that we have sent to you. 

Please note that it is not in our intention to cause you any inconveniences with this process since we want for all our players to be satisfied with our Casino and our services, however in certain cases there are rules and regulations we need to follow that are set to us by our licence.

Once we receive this document from you, your account verification process will be set on the highest priority with our relevant department and I am sure you will receive updates from them very soon. 

Kind regards,

24Bettle Complaints Team

Dear 24Bettle Complaints Team,

Does it have to be a document from the payment provider above or is there any other option to verify the player's account?

Hi Peter,

I thank you in advance and I hope that leads to a result, because I am desperate and I don't know what to do I don't have more documents from muchbetter and muchbetter doesn't answer my emails, I have written the 18 emails.

PS. With the same documents I verified myself at all other casinos and they all accepted that without any problems, so I can't understand that.

Kind regards. ragner69.

Hallo Peter,

Ich bedanke mich im voraus, und ich hoffe führt das zu einem Ergebnis, da ich verzweifelt bin und ich weiß nicht was soll ich tun mehr Dokumente von muchbetter habe ich nicht und muchbetter antwortet nicht auf meine Mails ,ich habe den 18 Mails geschrieben .

PS. Mit die selben Dokumente habe ich mich an allen anderen Casinos verifiziert und alle haben das akzeptiert ohne Probleme daher kann ich das nicht verstehen.

Mfg. ragner69.

Dear ragner69,

It's nothing unusual for casinos to ask for additional information from players. Please forward the original email you sent to support@muchbetter.com to my email address: peter.m@casino.guru. I already contacted Muchbetter myself and asked if they had some sort of a technical problem and wait for a reply.

Hi Peter,

I sent you the emails from MuchBetter

With best regards.

ragner69.

Hallo Peter,

ich habe dir die Emails von MuchBetter geschickt

Mit freundlichen Grüßen.

ragner69.

Thank you ragner69. Let's see how the casino replies. Based on the emails you sent it's obvious that you tried hard to get the document from Muchbetter.

Hi Peter,

I finally got an answer from MuchBetter and an account statement in PDF format. The document consists of 10 pages and all transactions from February and March are on it.

I forwarded the email to you with an attachment and I don't want to see all my transactions, maybe you have a way how to filter that out.

With best regards.

ragner69.

Hallo Peter,

Ich habe endlich eine Antwort von MuchBetter und einen Kontoauszug in PDF Format zugeschickt bekomme, Das document besteht aus 10 Seiten und stehen alle Transaktionen vom Februar und März drauf.

Die Email habe ich an dir weitergeleitet mit Anhang und ich möchte nicht das 24bettle alle meine Transaktionen sieht ,vielleicht hast du einer Möglichkeit wie kann man das rausfiltern .

Mit freundlichen Grüßen.

ragner69.

Hi ragner69

I found an article that could be useful for you. There are some online and offline tools, you can take a look here:

https://www.easepdf.com/topics/how-to-redact-pdf.html

Hi Peter,

I have now sent this to 24bettle and contacted their support and was told it will be checked and they will get back to you as soon as possible.

I'm curious how long it will take.

According to the casino representative, my case will have the highest priority.

Kind regards. ragner69.

Hallo Peter,

Ich habe das jetzt an 24bettle geschickt und deren Support kontaktiert und wurde mir gesagt es wird überprüft und sie werden sich melden so schnell wie möglich.

Ich bin gespannt wie lange das dauern wird.

Laut der casino Vertreter mein Fall wird höheste Priorität haben.

Mfg. ragner69.

Hi ragner69,

Thanks for the update, I hope it will be alright now.

Hi ragner69,

Thank you for the emails. I'm glad to hear that your account is now verified. Let me know when you receive your winnings and I will close the case accordingly.

Update.

Hi Peter,

I have actually received my money now and I owe that mainly to you and Casino Guru, you are doing a great job 👍TOP.

So in the future I will believe Casino Guru when it comes to casino reviews and recommendations !!!

On the other hand, I have decided not to play at 24bettle Casino anymore and have my account closed permanently, as I no longer trust the store and I am no longer sure whether 24bettle will pay out big winners.

LG. ragner69

Update.

Hallo Peter,

Ich habe jetzt tatsächlich mein Geld erhalten und das habe ich überwiegend dir und Casino Guru zu verdanken, Ihr leistet großartiger Arbeit 👍TOP.

Daher werde ich in Zukunft was an Casinos Bewertungen und Empfehlungen anbetrifft Casino Guru meine Glauben schenken!!!

Anderseits habe ich beschlossen nicht mehr zu Spielen bei 24bettle Casino und mein Konto permanent schließen lassen, da ich kein Vertrauen mehr habe an den Laden und ich bin nicht mehr sicher ob 24bettle große Gewinner auszahlt.

LG. ragner69

Dear ragner69,

Thank you very much for the nice words. I'm glad to hear that you received your winnings and understand your decision to close your account. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Peter