Rembrandt Casino | Casino Sieger | b-Bets | 24Bettle | Big5 Casino | Lucky Bull Casino | Gambeta10 | Tournaverse Support and Complaints Thread

Dear play3r211,

Apologies for the late reply.
We have checked your case and as it seems, you have been buying free spins within the game while you had an active bonus. Buying of free spins within the game is considered as placing bets in our casino, which you were able to see in the transactions our support provided you with. As you have already been informed it is not permitted to place bets that are equal or in excess of 30% of your starting balance while having an active bonus, which you have breached in the moment you have bought those free spins within the game.
I am sorry I am not able to provide you with an answer you wanted to hear, however this has been checked with our relevant departments and the decision is final. We have reinstalled your balance to the amount of your deposit and the amount of your bonus.

Kind regards,
24Bettle Complaints team.

Hello together, im a bit frustrated right now and hope you can help me.

I started playing on B-Bets a few months ago and all-ways were unlucky.After i used a charming Deposit Bonus on the end of last month i managed to complete the wager with 2000€ of an initial deposit of 50€.

I did put the money into the cash out and immediately send the KYC Documents in the Profile that would be needed (ID, Address Proof, Bank Statement and a Payment Proof as a Screen shot from my Bank Account.)

It took over 5 Days to review the documents but still, the Payment Proof even tough it was a clear bank account screen shot didnt got accepted.

In the meantime i managed to get Withdraw off 2000€ to a total of the max cash out of 5000€!

After i asked a few days later why the Withdrawal doesn't go forward the live chat told me to provide another address proof, Back and front of my Bank card, a payment proof of my Paysafecard account which was weeks ago on the sister sites. hm Sketchy ok but i did provide all those documents.

A few days later i receive the message that my documents have been forwarded and i was glad to hear that after one week of more and more documents i should provide.

Then i invited my Girlfriend and my Best friend to my house to chill out drink something and have some fun on the weekend, i told them about my big wins, they cheered with me and registered on B-Bets for the No deposit bonus on the mobile phones (to not have the same IP) to tryout the casino for themselves.

After the registration on the mobile phones of them they used my Hardware in my Home (additional Laptop next to my PC) and both switched up to try the 5€ while i played on another condor casino, ofc they completely ripped.

A few days later i receive an mail to provide the 3rd Adress Verification, a deposit proof of my netteller account to another sister site 2 months old, and now hold on:

- Bank card ending on xxxx - and identity card, recent bank statement and recent bill for xxxxx + written confirmation that she has allowed you to use her account for gambling purposes

- Bank card ending on xxxx - and identity card, recent bank statement and recent bill for xxxxx + written confirmation that she he allowed you to use her account for gambling purposes.

The first person did not deposit any cent, and played the bonus for herself btw how do you know her bank account ending???

Why should she verify the account were she never did put in any money, or started a withdrawal at all?

Probably wont gamble on your site since i have so much problems with a simple withdrawal? to be clear: For my Withdrawal???

The second Person did use bonuses via mobile and deposited, but he never let me play on his account, he used his Bank credentials and didn't start a Withdrawal because he all-ways lost so he also has no relation to my payment my winnings that were one week before he actively played there at my home.

He probably send the requested Documents in a few days when he finds some time after work because i go on his nerves all-ready and i want my winnings badly, i all-ways throw'ed tons of money into the Condor Casinos since i know them, i was so glad to finally manage winning some back.

Please be human and just forward my request, it cant be so difficult to just let me win one time.

I provided sooooo much documents, im over verified right now, my friends are in no relation to my deposit or my winnings at all and i feel held out.

Looking forward to hear from you, xSoultaken/Stefan

Hi xSoultaken,

Please private message me your casino username so we can notify the casino rep. 

Hi xSoultaken,

We received your account details and notified the casino rep. They are looking into your case and will get back to us shortly. 

Dear Stefan, Thank you for your time to write your post. We have checked your account and could see that you have used 2 bank cards that are not in your name as a deposit method. Since we need to follow very strict Anti Money Laundry regulations that is the reason why we have asked you for additional documents. We have sent you another e-mail with the list of missing documents and we are more than sure that together we will manage to verify your account. Best regards B-Bets Complaints team

Hey,

i gave them the money on there hands and they did deposit sometimes because I just had money in hands not on my bank account.

I don't think it's related to my deposit where I was able to win so much but never mind.

Chris provided all data to support Ticket:

 Ref:[285-28E66BAB-02DB],

Lenas data got provided in ticket

Ref:[21A-28FC25E0-021D]

i hope all can be processed now.

Thank you very much, stay healthy.

Kind regards,

Stefan/xSoultaken

Dear Stefan, 

Since you have used bank cards to make a deposit that are not on your name we are obligated to request additional KYC documents and we believe that this is something that can be a hassle but our support department is always here to help you to verify your account.

After checking your account we could see that we have sent you an e-mail with all details about documents we are still missing and we would like to use this opportunity to kindly ask you to reply to our e-mail.

Best regards
B-Bets Complaints team

Dear Condor Gaming,

He now did send all requested Documents ( frontside backside ID and Bankcard, invoice, bank statments) the problem is you dont accept his official bank statements, they are letter sized in several pages like seen on his photos, he doesnt receive others.

I receive PDF fullpages because i have an only online Banking account, in germany it is ususally to receive the Bank statements letter sized in several pages via mail. He doesnt have and wont receive those fullpage pdf's like i did because i have a different bank account were i dont receive my statements via normal Mail. 

Please accept his data. it is in no relation to the deposit i made and i won with anyways.

Kind regards,

Stefan Ronecker

Dear Stefan,

Thank you for your reply.

We have checked your account and we could see that the bank statement has been accepted.

There are still missing some documents and we would kindly ask you to check your e-mail and to provide us with the missing ones so we could verify your account with the highest priority. 

Best regards
B-Bets Complaints Team 

Dear Condor Gaming,

in the Last mail no missing documents are mentioned, everything now should be send to the relevant department and processed.

"Having that in mind, we have forwarded your document to our relevant department and as soon as we will have updates, you will be informed"

It's been a month now with more than 10 documents sent over weeks.

kind regards,

Stefan Ronecker 

Dear Stefan,

Thank you for your reply

We have checked your account and could see that yesterday our relevant department has sent you an e-mail with the list of documents that we are still missing to be able to verify your account.

The e-mail has been sent again now so we would kindly ask you to check it and to provide us with the needed documents.

Best regards
B-Bets Complaints Team

Dear Condor Gaming,

i did not receive any additional mail.

i also checked my spam.

what is going on here?

you received all documents from me and now even from my friends.

kind regards,

Stefan,

Dear Condor Gaming,

- proof of deposit for Neteller: a screenshot showing your account information and the transaction to Condor Gaming. The file can be either in PDF format or a screenshot in which case the account information and the transaction to Condor Gaming have to be on the same page (last one provided did not have email address visible on the same page)
- Bank card ending on 2317 - and an identity card, recent bank statement and for Lena Löffler + written confirmation that she has allowed you to use her account for gambling purposes.

Both things were provided one week ago but i did provide it again...

This is not normal anymore.

Kind regards,

Stefan Ronecker

Hey

I did provide both data again, I got told the data has been forwarded and now my accounts have been blocked, what did I do wrong?:(

Hey, 

i hope my reply fiends you well.

The Support told me:

"Allow me to inform you that your account with us has been closed because our system has detected multiple accounts. This is a violation of our terms and conditions. Having checked your account please note that your account has been closed because our system recognized you have made multiple accounts. It has been fully investigated and it has been decided that your account is to remain closed permanently. Any winnings have been waived due to this violation. We have strict rules and regulations that are set by the gaming authority and we have no option but to adhere to them."

I did not create multiple accounts at b-bets, all accounts that were active on my IP also were for other respective persons that also verified themselves alongside my Withdrawal request.

Please unblock me, forward my request and let me stay a loyal costumer... the one time im finally winning something i get blocked thats defently not fair?

Hi xSoultaken,

We asked the casino rep for additional evidence that support their statement about multiple accounts. Keep you posted. 

Dear Stefan,

Kindly be informed that our relevant department has finished your KYC process and it has been detected breach of our Terms and Conditions under section Multiple accounts.

In our Terms and Conditions is stated following:'' Each Player is allowed to open only one Account per person, family, household, IP address, and email address.''

Unfortunately, you have breached our Terms and Conditions and we had no other choice but to close your and all connected accounts

Best regards

B-Bets Complaints Team
 

Dear Condor Gaming,

It is clear that other respective persons created another account with another Personality from there Mobile Phones or Homes and E-Mail adress if you want to relate to my Girlfriend (that got blocked 4 weeks before the finishing of my KYC Process anyways) or my Bestfriend (Neighbour) that also got blocked with no reason at all.

I only have one account on your site b-bets, and i want my Cashout that i earned with my hard earned deposited money that i throwed into your casinos month's over months.

You are searching reasons to not payout my winnings and thats unbeliveable, i had to verify every little deposit and deposit method, resend documents that were clearly fine. And now you claim that i have multiple accounts wich i surely not have?

I tought you are an Honest and Nice Casino Team, please rethink your decission with the relevant department.

Kind regards,

Stefan Ronecker

transfer to the appropriate topic
Complaint

Casino spoiled not paying .respond once every 2 days with standard responses all week

Hi kirill,

The casino rep will get back to you tomorrow. Keep an eye on this topic. 

ok i'll be waiting

the result of disputes - it is not agreed.all attempts to come to an agreement were unsuccessful.made a deposit using a skrill, please make a payment for the skrill but casino does not want to explain what the problem is to make a payment for a skrill.contacted support many times and received the same response to make a deposit using muchBetter ,and why or what the problem is to change to a skrill cannot answer.the fact is that for me the problem is to replenish my wallet muchBeter with game money.in live chat and support, I indicated that the skrill is preferred for me but this was ignored

Hi kirill,

As far as I can see there are only 2 withdrawal options for 24Bettle casino: Direct Bank Transfer and Much Better, therefore they asked you to withdraw your money using Much Better. They have many more depositing payment methods than ones for the withdrawal. 

However, we'll see what the casino rep is going to say but I doubt they can help you. 

thank you for your facilitation.I understood

made a deposit with muchBetter

Great. Please keep us posted. 

what is bad luck and how to deal with it, made a deposit on the invoiced account in the application wallet. Money flew away unknown where, debited from the balance of the wallet and did not enter the account casino. Wrote in support of the wallet and waiting for an answer for the second day

Oh, you are still struggling with it. The casino rep has been informed. I hope she could help you sort this out and locate your deposit. 

Dear Kirill,

Unfortunately, we can't offer Skrill as a payout method for the first payout made in our casino due to our Terms and Conditions and Anti Money Laundry policy.

Regarding the payout options, you have for your first payout we have informed you over e-mail and we are more than sure your payout will be on your account anytime soon.

We would kindly ask you to check your e-mail and to reply back to us as soon as possible

Best regards
24Bettle Complain Team 

received a response from wallet support in which they assure that the deposit was successfully delivered

tired of writing to all support services

casino says it received nothing

Hi xSoultaken,

We've seen the evidence showing multiple accounts. This case is resolved for us. 

That is, 24bettle accuse me of multi-counting?

It is for another player, not you. Don't worry. I wrote the name of the player in my post. 

I am fully confident that I have only one account

I Have Made An Account 24 Bettle Casino Site On 26th October Luckily I Win Some Money And Made A Withdrawal Request On The Same Day. They Ask For Verification and I provided All The Requested And Required Documents Listed On The Site. I.E.
Passport For Identity Proof
Electricity Bill For Address Proof
Bank Statement
Deposit Proof In This Case I Used UPI Method And Attached Screenshot of the Same.

First They Response Really Late And Suddenly Asked Me About A Credit Card Photo Which I Don't Understand Because I Don't have Any. After So Many Interaction They Finally Told Me This Is A Deposit On Sister Casino B bets Which I Played And Lost The Deposit And Bonus In The Past. So I Investigate And Found Out This Deposit Is Made By Me Using one Time Uses Astropay Virtual Card which I informed them by mail and customer support Also I Provided The Proof Of Card Uses And Astropay Customer Support Answer To Verify The Same. But They Still Keep Asking About Physical Credit card and continue to ask this in 4 Emails Sent To Me Although I Cleared This On First Time That It's A Virtual Card But They Behave Like Robots And Asked Same Thing Again And Again Without Understanding My Answer. Today Instead Of Processing My Verification Request Suddenly They Send Me A Mail About My Birth Place And Occupation without mentioning any specific documents or information. Sir They Are Doing This To Just Harrass Me . I Already Submitted Everything I Have and with these same document I am Registered And Verified Member Of Top MGA Authorised Casinos And Payment Sites Like Astropay, Muchbetter, Netteler, Skrill Which Has Best Verification Procedures In The Industry. I Don't Know Why I Got Special Treatment From 24 Bettle Support. Plz Tell Me What Is Wrong In My Documents. Plz Help Me I Have Exhausted All My Options You Are My Last Hope.

Thanks
Ajay Kumar
Gaming account -- Javish16
Email id-- [email protected]

Hi Javish16,

Thanks for posting your complaint here. We've notified the casino rep. Keep an eye on this topic for an update. 

Really Need Help I Am Mentally Exhausted By Raising This Issue. Plz Plz Help Me......

You need to be patient. The casino rep will look into it tomorrow. 

I understand that the casino is hard and slow to make contact and in case of difficult situations to hope to resolve issues without outside help is doubtful

for almost a week they searched for my missing deposit, but fortunately they found and he entered the account.turned to a live chat on the issue of payment I was answered that they were dealing with this question.paying attention to the speed at which they all make fear that I will not receive my payment at all

if you are lucky and you succeed in winning this casino be prepared for problems

Dear Kirill,

We are sorry that you have had issues with depositing in our casino for us to be able to process your payout.

There was an issue from the side of MuchBetter and us but we have received a confirmation from their side that your deposit was successful from their side and we have adjusted your account accordingly.

I'm happy to inform you that your payout has been processed to your MuchBetter account and you can expect it to be visible anytime soon.

Best regards
24Bettle Complain Team 

Thanks For Your Help, Got A Positive Response From 24 Bettle. I Think My Issue Is Resolved. Thanks To This Forum And Condor Gaming To Solve My Issue.

My Issue Is Resolved , Thanks To Condor Gaming......

Awesome. That's great news. Glad we could help. 

I confirm that the deposit entered my account.today I went to live chat and was told that they made a payment and I should expect one two days for receipt

Awesome. Hope it will be sorted as they promised. Please let us know as soon as you get the money. 

Dear Ajay,

We are so glad that we managed to verify your account in the end and that your payout is on its way towards your bank account.

For sure we would like to thank you for your cooperation and we hope you will continue to enjoy our casino. 

Best regards

24Bettle Complain Team