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

Hello. Unfortunately, there was no explanation why the money was booked back. And not why you need more than four weeks for the second installment. There are problems with Bank - even with deposits it takes up to three days until the money appears in the player account. I found the solution - I do not play in this casino anymore. I think it's a shame, but today one is used to everything being processed in second as in many other casinos.

No matter. Thanks again!!!

Dear AleR, 

Thank you for letting us know you have received your funds. 

I have checked your account and I would like to explain you why the money was returned to us. 

The BIC you provided when making a withdraw is a generic one, and we needed to have the specific one for your bank branch. Therefore the money came back to us. 

In regards to your deposit. I see you deposited with Entercash. And the delay comes from your own bank handling the transaction. They do not handle the transactions at once, and therefore delays occur. There is nothing the casino can do in this as this is between the depositor and the bank they use. 

Kind regards, 
Rembrandt Casino

Fake promo.. i logged in at 20:00 CET and went to Swipe & Roll game to see free spins, nothing is showing..i did logging in at all casino Sieger, 24Bettle, Big5Casino and B-Bets, relogged and everything is not showing any free spins. Bad bad casino!

Hi JackieNL,

We have notified the casino. Let's see what they're going to say about this promo. 

Hi JackieNL,

We have looked into the promotion from yesterday re: the 3 free spins on Swipe & Roll and we can see that the promotion did run as it was suppose to. This means that 100 players on each brand received 3 free spins each.

As was clearly stated in the promotional material, this offer was for the 1st 100 players who logged into the site after 20:00 CET. Unfortunately this time you were not one of these lucky players. However we do recommend that you keep an eye on upcoming offers as we often have amazing offers from which all our players may benefit from.

The supporting screenshots from our system showing that campaign did ran accordingly will be sent to LCB now.

Regards,

CondorGaming team

Around the middle of September I had a nice win at Rembrandt casino. I won 3 850 EUR. Overall. I was quite happy playing here. I really enjoyed playing High Society and Bloodsuckers. So, I had all my docs verified, there were some slight problems, but everything was done by the 11th of November. So, I claimed my withdrawal. Around two weeks ago the casino informed me that my withdrawal would be completed in parts, with the first transfer in up to 5 days. But I still did not get anything. In my casino account all the withdrawals were cancelled. Not sure if this casino is actually going to pay me..

Some casinos have limited daily cashout. Mostly €1000 per day so your cashout will be completed in up to 9 business days. Rembrandt casino is MGA lincensed casino and I assume they will pay you but if they don't you can request an assistance from LCB or MGA but I do not have a doubt they eventually will pay you. Good luck.

Could you please provide me with your casino username, Grandslammer? We're going to get in touch with the casino and ask about your withdrawal. 

Thanks for sending the username. The casino has been notified. 

Hope we'll get the answers soon. 

Dear Grandslammer,

as our customer support representative informed you on Friday, crosschecking our bank extracts we would notice that your 1st installement wire was indeed returned back to us. Accordingly the same day this installment was redone with success note, and should hit your account already by end of today, if it hasn't reflected by now.

As for the cancelled withdrawals, we checked your account and we cannot see any of the withrawals afterwards were cancelled. The only one rejected withdrawal from our end occured on  4.11.2018. due to not complete account verification. There are 3 cancelled withdrawals in September 2018 but those were cancelled by yourself.

Should you need any of more clarification please let us know in here or feel free to contact our customer support.

Regards,

RembrandtCasino 

made a Deposit 24Bettle through Neteller wanted to withdraw funds. but the withdrawal is possible only to a Bank account. 3 days can not pass verification, meet once a day, sent them a passport, driver's license, utility bill for March. screenshots of Neteller and other documents. including a certificate from the Bank in English with the seal. but they don't verify me in any way. help out of money, netteler . not a Bank account.

Hello иван иванов,

We will inform the casino of your case, so that the Casino Rep can advise.  

Also, please be advsed that on our review page of 24Bettle Casino it is clearly visible what are the deposit / withdrawal options availble. For future reference, we would also advise to check this kind of info before playing at a certain casino. 

3 days ago I made a deposit with the Neteller after that I wanted to put on a conclusion and go through verification. I immediately sent them documents, a passport, a screenshot from a neteler, and some bank documents where I have my data in English and SWIFT of my bank. a day later they asked for another document with a validity term. I sent them photos of my driver's license with two strongholds and a bill for housing. After another 2 days, they sent me new requirements for notarization of all documents. but it costs about 1/3 of all my funds in the account. I am ready to go through a video conference to show them all the documents live. help with the withdrawal of my money on the Neteller and not on a bank account.

That's what they told me, I want to post a complaint to them so that everyone can see what they are doing.

Dear Yakov,

To verify your account we would like to ask you to provide us notarized copies of the following documents:

1) Personal identification document i.e. a passport, driver’s license or national identification card.

2) Address verification document i.e. a copy of a utility bill (such as a water or electricity bill), a bank statement with your current address on it or a tax bill. The address verification document must be issued within the last 2 months.

3) Recent bank account statement of the bank account to which the payout has been requested. The bank account statement may not be older than 2 months and must visibly display the date of statement, first and last name, IBAN and current address as entered into the player account. A payout cannot be made or may significantly be delayed if such verification document can't be provided.

4) Proof of payment. Depending on what deposit method you used you must provide:

- if a credit card is being used, a copy of your credit card (front and back) or a copy of the credit card statement including the deposit made. The middle digits of the credit card number should be blanked out so that only the name, first 6 and last 4 digits are visible. The CVC digits on the back side of the card should also be blanked out.

The account verification process is for the safety of all financial transactions. As soon as your account is verified future payout requests can be processed much quicker.

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,
Angie
24Bettle Players support
24 Bettle

that's what i told them

notarized translation of each document costs from 10 - 20 dollars depending on the number of pages of the document. I provided you with all the documents for output to the Neteller according to your review at https://www.askgamblers.com/online-casinos/24bettle-casino-review/
I ask you to bring everything to the Neteller, I already have you everything for this

screenshot of what they bring to neteller

Now we are talking about creating casino conditions under which I cannot be verified having all the documents that I provided to them

Hi иван иванов,

As previously advised, your accout details have been sent to the casino and they have been asked to advised on your case. Keep you posted. 

Dear Moderator and Player,

The customer has provided documents on the 20th of April 2019. For verification purposes, we require a passport/ID which has to be up to date, address proof (utility bill) showing address, players name and date, proof of deposit and a bank statement showing address, players name and IBAN. All of these document must not be older than 2 months and officially translated since customer's documents are issued in non standardized letters. The documents the player has provided us with so far do not meet these criteria. He has sent in outdated bank statement and statements without IBAN together. He has not provided proof of deposit - he used Neteller method to make his deposit on 19th of April but provided a screenshot where a deposit to a casino is visible on 23.11.2018 which is not a deposit to our site and cannot be accepted. The address verification document and passport he has sent are in Russian and not understandable. We have requested from him to provide the correct documents 3 times so far on 20th, 21st, and 22nd of April but he refuses to do so. As per our terms and conditions, Condor Group has the right, at its sole discretion and at all times, to request documents necessary to verify the identity of the Account holder. We allow him to provide us with the requested documents within a reasonable time frame not exceeding thirty (30) days from the date of our request to complete the verification of his account. At this point, it is up to him how quickly his account will be verified.

Best regards,

24Bettle Casino Support

Dear Moderator and Player,

We would also like to point out that all our requirements are clearly stated in our terms and conditions, at the "Withdrawal Requests" section: https://www.24bettle.com/terms

Best regards,

24Bettle Casino Support

Hey. about the passport. I have a notarized translation of the passport but it is 11 pages I will send it to you today. although I sent you a driver's license where there is an expiration date and a translation of my name into English. as for the Neteller, I will provide you with a fresh screen today. about IBAN in Russia in the banking requisites no IBAN only have SWIFT and account number of the owner. and you know this very well. that's why I can't give you a statement like that. tomorrow I will order fresh Bank details for transfer. hope for understanding

and if I may, I'd like a conclusion on Neteller. since making a Deposit with it and in many reviews on major casino forums you have this way of withdrawal

Yesterday I sent you a fresh screen Neteller and a notarized passport. today sent you a bank statement

Dear Moderator and Player

Sent such request

You have recently sent us documents to verify your account. In order to complete this process we still need to received notarized copies of the following documents: 

- recent (not older than 2 months) bank statement visibly displaying your name, address, IBAN  and date;
Please, note - all information has to be on one page. Screenshots are not accepted. The document has to be a photo of a physical statement or PDF version of a digital one.
 
- copy of a recent, not older than 2 months, utility bill visibly displaying your name, address, and date.
 
 
Let us know if you have more questions regarding your account, we are happy to help you!

I already sent you a fresh document from the bank at 9 am there, there is a SWIFT and the account number, my data, the data of the passport and my registration are all in English. and last time I sent you a receipt for housing. Why are you asking me all this a second time? that this time did not suit you?

if necessary, I can provide documents to forum representatives for verification. all that I gave them is not older than 2 months with all the necessary attributes.

sent them these documents again just now

Hi иван иванов,

Please do not share your personal documents publicly on the forum. We will ask the Casino Rep to advise on the status of your withdrawal request at this point. Please allow some time for their response. 

Wow I hope it works out for you if it hasn't already! 

Well, I understand that there are situations when casino support has some suspicions. But here in my opinion they want too much. Never in other casinos faced such a situation. I really hope that the casino management will pay attention to this and pay the player his fair win.

Dear Player,

Regarding the verification of your account, you have been sent the following email today:

Dear Yakov,

You have recently sent us documents to verify your account. In order to complete this process we still need the following documents:
- recent (not older than 2 months) bank statement visibly displaying your name, address, IBAN and date;
Please, note - all information has to be on one page. Screenshots are not accepted. The document has to be a photo of a physical statement or PDF version of a digital one.
Note: the provided statement is not accepted because it did not have your address on it.

- Personal identification document i.e. a passport, driver’s license or national identification card.
Please, explain the reason why your date of birth is different on your passport than on your 24Bettle account.

Let us know if you have more questions regarding your account, we are happy to help you!

Sincerely,
Angie
24Bettle Players support
24 Bettle

We can only verify your account as fast as you provide us with the necessary documents but we see that you are struggling with providing the correct documents to verify your account. In this case, it is clear to understand that the delay of this verification is caused from your end. Please, get in touch with our support team and provide the document + explanation to [email protected].

Let us know if you need further assistance.

Best regards,

24Bettle Casino

are you kidding me? I sent you a bank statement with the account number, my address and the swift code from April 24, 2019. why are you asking her again? than you did not accept my passport and notarized translation of it? He was accepted by all the casinos where I play. What do you dislike about my passport?
about the year of birth, my year is 1983. and the profile is 1993. change it. All other valid dates and month of birth

sent you  passport to travel abroad there is an expiration date and my name is in English
my address is in the square in the upper left corner

Dear Player,

As we have clarified and requested from you in our previous reply, please, send in your documents and account details change request to our support team via email: [email protected] 

We would advise you not to share your documents here as they are private and may contain sensitive information.

Best regards,

24Bettle Casino

I sent an email about the change of year of birth in my profile. please verify you my account I have provided you with all the necessary documents

Hello иван иванов,

Please send all the requested documents to [email protected] so that the casino can further assist  with your case. Please do not share them here on the forum. 

I already sent them all the documents 2 days ago. but they write that in them there is no street address under this he there is there.

whether the administration of the forum to ask the casino why I hadn't been verified? provided everything you need and it's about my Deposit in this casino and not a no Deposit bonus. I want to get my winnings

year of birth changed in my profile yesterday what about my verification? please verify me I gave you everything

I can't confirm my account. receive a letter but when you click on the link error

that's what they write to me. but the statement has my address. what's the matter? The administration of the forum help me. they're dishonest.

Dear Yakov,

You have recently sent us documents to verify your account. In order to complete this process we still need the following documents:

- recent (not older than 2 months) bank statement visibly displaying your name, address, IBAN and date;
Please, note - all information has to be on one page. Screenshots are not accepted. The document has to be a photo of a physical statement or PDF version of a digital one.
Note: the provided statement is not accepted because it did not have your address on it.

Please be aware that your account's date of birth has been updated.

Let us know if you have more questions regarding your account, we are happy to help you!

that's what they write to me. but there's my address on the Bank statement. what's the matter? the administration of the forum help me. they're dishonest.

here's my address where the red arrow is.

what's going on I provided everything you need. is it a casino or are they bandits taking our money?

Can anyone tell me why they do not see my address on the bank statement when he is there?

they just wait for me to lose all my money

do I wait for my complaint to be answered or not? I want to hear if they really don't see my address on my Bank statement when it's there.

today day 10 I began to pass their verification

I received a letter that I was verified. I will write in the subject as withdraw

if you can lead me to the Neteller from which I made the Deposit. I just read the complaints you you have to order a prophetic display for 30-60 days. all the time problems with these Bank withdrawals you have. I wouldn't want to wait many weeks for a payout from a casino with an MGA license

Hi иван иванов,

We'll ask The Casino Rep to advise on the status of your request. 

Dear Moderator and Player,

We would like to inform you that the player's KYC verification was succesfully completed on the 29th of April. The payout will be processed by the end of tomorrow. 

Best regards,

24Bettle Casino Support

while there are no changes

you so n treated. so sorry that your words are like the wind

@иван иванов - Patience please, the rep has said your payout will be processed.

I've been waiting a long time. according to the rules of the casino, the processing of an application for payment takes up to 48 hours. already gone 3 days.

???

when will my application for payment be processed? already gone 4 day. Why do you have such a bad service and such a terrible attitude towards the players?

Hi иван иванов,

The Casino Rep advised that your request has been confirmed, therefore, please allow the required time for the completion. We have asked them to assist with your case and they were glad to help. Will ask them for an update again. Please have in mind that posting the same comments (that were previously addressed)  will not speed up this process. Thank you for your patience and understanding. 

brought me my money. though not fast but thanks