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

ust written off a very large commission. I had to withdraw 999 euros and sent 950 dollars to the Neteller. Is it really such a big commission?

Dear player,

in regards to your statements, please note that the sole reason on the delay caused in regards to your payout with us lies in the KYC verification process, which is obligatory process for us to do and no exceptions we can make here for any of the customers. You are well aware that the delay here was not caused on our end, it did took us quite some time to receive requested documents from your end.

We also do understand that your preferred method is the method you deposited with, and as per our T&Cs we will aim to follow this route, but what needs to be understood here as well is the fact that our licencing authority oblige us to make sure we're risk and AML compliant, and part of this compliance and fulfilling the KYC process that is AML directive related is that first payment to a customer to be done on the customer's bank account. And this was your first payment with us.

Moreover, our clause of processing time frame of mentioning 48 hours is pretty clear in the wording, and as stated in some of the cases this time-frame will be extended. This can be caused by various reasons: bank holidays, delay on payment service providers, extra risk verification and checks necessary as per our legal obligations.

To summarize, we're happy that you found 24Bettle as a lucky place for you to play at in terms of winnings, we hope this luck will stay on your side with us, we would love to have you as our player in future, however, you're also a new player with us, you're coming from the country that implies extra risk checks from our end, your process of verification needed to be performed, there has been a public holiday in between the moment you requested your payout and moment your payout was processed, plus we needed to await for official approval from our MLRO that is compliant to process your first payment to the route you wanted it to be - Neteller.

And to conclude, please be informed that your payment was processed already and you should have received it to your Neteller account.

Best regards,

24Bettle Casino Suport

I got everything on Neteller. now I have problems with verification in CasinoSieger. I sent them the same documents as in 24Bettle/ but it's been a few days and I'm still not verified

Hello,

Could you please send me your casino username and we'll contact the Casino Representative.

help with verification in Sieger  sent them all the documents about 5 days ago and in response silence

my username is kadrus2002

Hi иван иванов,

The Casino Rep has been notified. Keep an eye on this thread for the updates. 

Dear Player,

We do not understand why this complaint is posted, because you have been clearly responded to by our customer support agent on 6th May 2019 that documents provided are not sufficient to complete your verification process, and listed you exact documents missing that are required.

We didn't get any reaction from your side by today's day, therefor we kindly ask you to revert back in order for us to continue with the process.

Thank you!

Best regards,

24Bettle Casino Team

that you do not understand, I sent the same documents as in 24Bettle Casino. what exactly do you miss in my documents there hasn’t changed during this time? how to take my deposits so you are happy and how to verify write incomprehensible claims on the documents

Dear Player,

For these kind of processes, your 24Bettle account and your Casino Sieger account, are treated as separate entities, with separated databases. Which is obvious since you as well did a new registration in order to have account in Casino Sieger.
The verification of the account and information you provided in Casino Sieger account is in no way related to your 24Bettle account, by means, the verification of the information your provided for Casino Sieger account is being checked against the information you provided us on the moment you register your account with Casino Sieger.

Moreover, please keep in mind that there is a completely different team in Casino Sieger verifying your account, which are working by the general T&Cs and internal rules for this procedure, and they may request additional information from you in case there is something needed to fullfil our risk assessment under your account.

In line with the clause of 88 of general T&Cs:
Condor Group has the right, exercisable at its sole discretion and at all times, to request documents necessary to verify the identity of the Account holder. This is carried out in order to ensure that payment of any winnings is being made to the correct person and/or the use of the Player’s Account conforms with this Agreement. For this purpose, We are further entitled, at our sole discretion, to require that You provide Us with a set of documents, which could include, but are not limited to:
a (notarized) ID or any equivalent certified ID according to the applicable law of your jurisdiction or otherwise;
a (notarized) proof of address, by sending us a utility bill and/or bank statement not older than 2 (two) months;
a (notarized) proof of banking information you provided us with by either depositing or making a payout request is on your name; and/or
a verification of your phone number.

Please proceed with providing what our customer support agent requested you 2 weeks ago - there is still notarized identification document and notarized utility bill pending from your end to be provided in order for our team to complete your verification.

Best regards,

Casino Sieger

I sent you a notarized passport transfer as well as a bill for housing and a bank statement.

what's the matter? I sent you the documents 5 days ago. Why is there no answer

Hi иван иванов,

We'll ask the Casino Rep to provide an update. Keep you posted. 

Dear Player,

Your KYC verification has been completed today. You will receive an email to inform you about it by the end of the day.

Thank you for understanding.

Best regards,

Casino Sieger

I received a letter that the account is verified. thank you very much

I also have a question about this casino, I can not enter. can you clarify whether players from russia can play there? and is it possible to use vpn with access problems?

user name kadrus2002

Dear player,

The account you created on Big5 Casino was closed on the 16.06.2018. The closure of the account was upon your request, due to not receiving Free Spins.

Best regards,
Big5 Casino Support

thanks for the answer. with such a long verification, as you have nothing surprising in the fact that I did not receive free spins for registration there is no

help speed up the verification of b-bets I don’t want to wait a long time like last time. my nickname kadrus2002 sent you all the documents in the mail

again asked to notarize the passport and the receipt for housing. I'll send you a receipt for this month as it comes in the mail. but why I request you have already sent it (from me to you 2 letters)/ why you answer templates. and don't even look what they send you. what's wrong with my passport?

I have another question b-bets  and what is the requirement for wagering on the first Deposit bonus?

Hi иван иванов,

We'll ask for an update on your case. Keep you posted. 

Dear player,

We strongly advise you to contact our support team, either via Live Chat or email, for all your questions.

Thank you,

b-Bets Casino Support

you take a long time to answer the mail. I would like to understand only one question than my notarized passport did not suit you. what you write give it to me again

Hi иван иванов,

As you were previously advised by the Casino Rep, you would need to contact their support team so that they can further assist with all your inquiries.  Please send an email to [email protected], complete their contact form or contact them via live chat feature. 

argentina retiro monto euros 2073 
Hello to not do this very long, the issue is like this, use as neteller deposit method, at the time when I did not want to play more in your room, besides having been limited in the amount to bet 10 euros, they are demanding that the withdrawal is by bank transfer, something that was not informed when making the deposit, since it is the first time that happens to me, I always deposit with my account neteller and make the withdrawals by the same method. The room b-bets do not want to process the withdrawal by the same method that I use to deposit for a legal matter of them they say. When requesting the bank statement as requested in the room the bank tells me that for reasons of prevention of money laundering I will not receive a transfer from sports betting. This topic has me quite tired, I tried to explain a few times that it is not possible for me to comply with that requirement and I request to pay for the method I use to deposit funds there NETELLER.
I beg you to ask this room to return all the money that belongs to me.

Hi matirafaela,

Please private message me your casino username so that we can ask The Casino Rep to look into your account. 

Hi lord gold, 

Please send me your casino username in PM inbox so that we can ask The Casino Rep to check the status of your withdrawal request. And please specify which casino are you referring to. Thank you.

@lord gold - Thank you for sending your account info. The Casino Representative has been notified. Keep you posted. 

Dear Player,

Kindly be informed that we have checked your case with our Financial department.

As per our records, your payment was processed from our end on the 9th of January and sent to Muchbetter for processing. They should release funds within 48 hours from request therefor please check again your MuchBetter account for the funding.

Have a good day.

Best,

Condor Affiliates

I made a casino-sieger Deposit yesterday, but the remaining wagering from previous free spins was credited to this Deposit of mine. is it possible to reset wagers from previous bonuses before making a Deposit? I tried to write to the chat yesterday but it does not work I wrote to the mail on this issue but the day has passed and there is no answer

Hi иван иванов, 

We'll ask The Casino Representative to look into this matter for you. Keep you posted. 

there was no reply in the mail. this question is important for me to understand how to proceed

@иван иванов - We're still waiting to receive an update. Keep you posted. 

delete screenshots there my personal data

Screenshots have been removed as per your request.

I made more than 5 deposits at casino sieger from a Neteller . why when I wanted to withdraw you do not let me withdraw to a Neteller but only to a Bank account?

[email protected]

you have on the forum it is written that they output to Neteller. but in fact this method of output is not even in the box office? What's the matter?

Hi иван иванов,

We're going to notify the casino rep and see what's going on. Keep you posted. 

they wrote to me that you can only withdraw to Neteller if the Finance Department allows it although I had more than 5 deposits with this payment system. I will notify you as soon as they allow you to output

Dear Player,

Please be informed that the reason why you cannot have enabled all payout options is because this is your first Pay out request.

Since verifying the bank account is one of the most concrete and safest ways to verify the identity of the account holder, we use bank withdrawal per default for all first payouts as this is one of the most effective ways to perform obligated KYC checks.

While banks perform a KYC on their own, we can easily confirm the existence and the data of a person being correct by a bank transaction, which we are obligated by law to do so.

This procedure is not intended to give you any hassle but more importantly, to avoid fraud and fulfill the legal requirements.

Thank you for your understanding.

@Ivan please let us know once it has been done and you receive your winnings. 

I am ready to verify and get paid to the Neteller . I do not want to get to a Bank account because it is very long and in my country can block this money in the Bank. you deliberately delay so that the players lose. last time you told me the same thing with my withdrawal to Neteller in 24bet I provided you with all the required documents and could not pass verification read 3 weeks you rejected everything and then still brought me to Neteller and not to a Bank account. what about your rule?

Hi иван иванов,

The casino rep will get back to you shortly. 

Dear Player,

Our Financial department has reviewed your request and we are happy to let you know that the Neteller withdrawal option will be made available to you.

All you have to do is request a Pay out via bank transfer and the responsible department will process it via your Neteller.

Thank you for your understanding.

thank you, I will definitely try.tell me do you now have a QIWI for the Deposit?

Please let us know as soon as you get your payment. 

Dear Rep from Rembrant Casino,

I have a withdrawal from Rembrant Casino (id: anwij87).

I would like my withdrawal to be processed to my neteller (the method i used to deposit)

I have provided the documents for verification.

Please help me follow up with the withdrawal please.

thank you

The casino rep has been notified. 

Dear player,

Kindly be informed that withdrawal via Neteller is possible after few conditions have been met due to our license provider obligations.

First, you have to complete the KYC procedure – a verification of your account via documents.

To complete it we still require 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.

These documents are required as per our Terms and Conditions: (Term 88, B. and C.)

The Neteller withdraw option can be set as preference only after the KYC is completed.

Hope this is helpful to you.

Condor Gaming

Dear Rep,

This is the document that is hard to provide

- 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.

the problem is I am currently not in my home country and will stay away for another 1 year. So there is no way I could get anything physical to have the photo taken or to go back to request the bank to update for me.

I did send the bank statement for April which is more than 1 page but it doesnot show IBAN. Honestly, this is my very first time that a casino request that document that I have never prepared before.

Is there any way that this document does not need to be provided?

Thank you very much,