Bet24Star Support and Complaints Thread

Hi,

My name is Pavel, and I am   official representative here on this forum! 

Bet24Star is a unique place where you can have FUN and THRILLS and our caring stuff will do whatever it takes to take care of you. If you need any help, assistance or questions of any kind please feel free to contact us through me personally, our awesome 24/7 Chat agents or our [email protected] email service. 

See you soon,

WELCOME TO BET24STAR CASINO!

Welcome on board Pavel! Happy to have you here to assist our members

Hello Pavel,

Welcome to LCB

Welcome to LCB Forum Pavel 

Pavel it is great to have you here representing your brand. Wish you all the best on our forums.. 

Hi Pavel, welcome to LCB!

Welcome to the LCB forum Pavel! Thanks for being here for all our members! 

Hi Pavel, Welcome to the forum

Welcome to LCB, Pavel 

Hello everybody. I would like to start with encouraging whoever is reading to avoid Bet24star casino. I have played with many different casinos and they are really awful. The only good thing about this casino is the live chat is polite. Not helpful but at least polite. 

So my story was I wanted to request a withdrawal but couldn't do that until the account was verified. So I uploaded all the documents and a message appeared saying it would take 1-2 days to verify. After 2 days there were no changes so I contacted live chat and was told that the account would be verified today. However it wasn't, but the same day I received an email saying to finalise my verification I need to send a selfie with a text written on a grid paper. So I did it as soon as I saw the email and informed them. Of course they did not respond the same day, only the next day they sent me an email saying when i uploaded the selfie with the note I deleted the ID picture which I had uploaded before. This was of course not true as there is no option to delete anything that you have uploaded before cause you don't even see what you uploaded before, you simply get a message saying your documents have been uploaded. But nevertheless it was not a problem for me and I simply uploaded all of the documents once again. Finally my account was verified and I requested a withdrawal of 700eur. They advertise on their casino website that bitcoin withdrawals take 5 minutes. However, another very strange thing was when I requested a withdrawal there was no option to choose withdrawal method, so I simply got a message saying th withdrawal has been accepted, but they did not even get my bitcoin address. So I contacted live chat and was told that the payment team would contact me. I asked when this would happen as they advertised that bitcoin withdrawals take 5 minutes.  The answer I got was withdrawals take 5 minutes when the payment team is in office but as it was already Friday, they were out, and they return only on Monday. So I waited till Monday. On Monday I received an email from the payment team saying to fill my bitcoin address on my profile under Bank account number. That is what I did but I mean that is just super unprofessional casino which does not even have a simple option to select bitcoins withdrawal and automatically enter the address, everything seems like it is a casino from 90s where everything is done mechanically with hundreds of emails. But either way I did not have any other option just to do what they are asking me. And finally after this I received an email saying as per management decision after the withdrawal of full funds the account would be closed. Besides 700eur pending withdrawal I had 60eur left on the account. They told me to make a new withdrawal of full amount. Again there were issues because they did not credit me 700eur pending withdrawal back to the account so I had to go on live chat again but finally they did credit it back and I made a new withdrawal of 760 eur. 

And then a funny thing happened. They did not of course make the withdrawal in 5minutes it was longer but after I received my withdrawal I also received an promotion email from them with a bonus. I thought I would check my account as they said they it would be closed after the withdrawal. But I logged in and it was working just fine. So I thought they probably changed they mind as it was really weird casino. I was sure everything is ok as they send me a promo email, so I clikced on the email and made a deposit of 25 eur. But I did not receive the bonus automatically. I did not want to go again and start talking to live chat so I simply decided to go and lose those 25 eur or win if I am lucky. And the latter happened, I started winning, played another game, won again and so on and my balance was 600eur. So I made a withdrawal again. But then they send me an email saying that my 25 eur will be refunded as they said they would close my account. I tried asking them why did they send me the email with promotion, why did they let me deposit, why did they let me play and so on but they did not answer any of this questions. They simply send me an email saying that my 25 eur was refunded and the account was closed. But once again to show what a mess of casino they are they actually did not refund my 25 eur. They closed the account but the 25eur were not refunded. So basically they stole my 600 eur, lied that they refunded 25 eur and that's the end of the story. 

One more thing about their games is that they are super slow. Those games are the same as on other casinos, same well known providers, but they are super slow. I don't know if that's the servers or whatever, but it is for sure not my internet and not the slot providers issue, because I tried logging to another casino I ha ve an account with and play the same games and they were working just fine. So basically if anybody wants to play on super slow slots, have to go talk with the chat 10 times to get your documents verified, and deal with bunch of other issues this casino could work for you. But if you simply want to play and have no additional headache AVOID it by all means. 

Hello dorfi,

Could you please send us your Casino username via private message so we can get in touch with Casino Representative in order to help you with this issue and to try to investigate what was happened with your account?

Hello dorfi,

Thanks for sharing your credentials. We will ping Casino Rep about this matter and hope that we can get a quick response. Keep an eye on this thread.

Hi Dorfi,

Congratulations on your win and cashout of 760 EUR.

Our team sent you an email that after your withdrawal, your account would be closed. Unfortunately, you did make another deposit after receiving that email.

I will doublecheck on the 25 EUR deposit refund.

Congratulations, again!

Once again, all of my points above have been ignored. 

1. After your email you send a a promotion email with the bonus saying deposit and receive bonus. So why don't you comment on that? This was sent after your email about account closure, so logically thinking the last information should be correct.

2. You did not close the account after the withdrawal was done. This only strengthens my point that you sent me a promo email encouraging me to deposit so you did not plan to close the account.

3. Why let me deposit if you say that the account had to be closed?

Basically it looks that you made it win win situation from your side. You say that the account would be closed but send email encouraging to make a deposit and receive bonus. In this case when I make a deposit and lose - you win. If I make a deposit and win - you simply say sorry, the account had to be closed and we will refund your deposit. As I said, that's a win win for you. But that is simply unfair action. And a respectible casino wouldn't do that at first. Or lastly they would own their mistake and pay out the winnings which is 600eur.

Hello dorfi,

We will reach out to them again and forward all of your concerns in hopes that you will get a quick reply. Keep an eye on this thread.

Hello dorfi,

We are still waiting for the newest update regarding this matter. Once we get a response we will get back to you. Keep you posted.

Hello dorfi,

We are still waiting for the newest update regarding this matter. Once we get a response we will get back to you. We will keep you informed.

Hello dorfi,

We've contacted the casino representative once more and asked for more information regarding your issue. As soon as we get the response we'll update you on this thread. 

Hello dorfi,

We are still waiting for a response from Casino Rep. Once we get some information we will get back to you.

Hello dorfi,

Unfortunately we didn't get any response from Casino Rep thus far. We are forced to close this complaint due to Casino unresponsiveness. 

Hello,

On May 31st 2023, my account got suspended. I have had there 1 pending withdrawal on around 800/900 EUR (requested on May 20th) and another around 200/300 EUR in my balance. Just after suspension I have received this e-mail from [email protected]:

"Hello,

Your account has been suspended from the Fraud department, as there has been some suspicions that need to be checked. 

We will contact you again once we have the final answer.

Regards, 

Bet24star"

It was 31.05 and I have not received this "final answer" until now despite I have been sending many e-mails to them.

Before being suspended I have been doing everything according to the terms and conditions of this casino. I am 100% sure about it because during play and before making every deposit and getting every bonus I have always  been  in touch with casino consultant on the chat and I have been asking for everything like maximum bet per spin, wagering requirements and excluded slots. 

Out of nowhere on 13.07 I was informed by their financial department ([email protected]) that "according to the terms and conditions, you are eligible to receive a 100 EUR payment."
 
Please contact them. You have my permission for full access to my account, including betting history, transactions and all chats with consultants. I have totally nothing to hide. My account at this casino is registered with the same e-mail ([email protected]) as on jswqzs.com.

I'm sending you screenshots of my all correspondence with them.

If you have any questions, don't hesitate to ask me.

Kind regards
Jakub Jełowicki

Hello luckyluke777,

Thank you for bringing this to our attention. We will ping Casino Rep in order to check what is happening with the final response from their side. Once we hear back we will let you know.

Keep you posted.

Thank you. I'm looking forward to hearing from you.

Regards

Hello luckyluke777,

Unfortunately we haven't received any response from their side. We will send them a reminder email in hopes that we can get an update as soon as possible.

Keep you posted.

Hello luckyluke777,

We still haven't received any response from their side regarding this issue. Once we get a clarification we will get back to you.

Keep you posted.

Hello luckyluke777,

We are still without any updates from their side. We will try once again to reach out to them in hopes that we can get the resolution of this matter.

Keep you posted.

Hello luckyluke777,

Unfortunately we are forced to close this complaint at the moment due to Casino unresponsiveness. Once we get some feedback from them we will reopen this case.

Thank you for understanding.