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

Hi MelissaN,

Thank you for keeping me up to date!

Dear Rudimans,

Please note that your case has been checked multiple times by different departments, and the decision that has been made is final. You account remains closed due to Fraudulent behaviour and your winnings are being waived as well as your withdrawal request rejected.

We are sorry we can not provide you with information you wanted to hear.

Kind regards,
b-Bets complaints team

Dear CondorGaming,

Can you provide me with clear details, what type of Fraudulent behavior you are referring to? I would be glad to hear such things from you as there were no clear reasons spelled in a message.

Hi Rudimans,

The casino couldn't share the info about the Fraudulent activity with you. We received the feedback regarding your case from the casino rep and we can tell you that there is nothing further we can do for you. If you are not satisfied with their decision you can file a complaint to their regulatory body. This is the next step. 

Hi MelissaN,

Thank you very much!
I will try to do so.

Hi

On Saturday I made some deposits and on the 3 of them where I got also 50% bonus I managed to make like 2000 euros.I continued to play and after 2 canceled withdraws because they were verified my documents I ended up with 5k

I made yesterday the withdraw and I was waiting for the ending of the verification

Today I got the confirmation email and I just checked my account.

My 5k withdraw was cancelled 

Money were gone and in my account I had 75 € bonus.50 deposit plus 25 bonus.

When I contacted them they said that I breached the terms.

As you see in the conversation with them they said that I have breached the terms betting more then 30% of the value of the deposit.

My bets were smaller then 2 euros until I completed the wagering.After that I made bigger bets like 10 euros or 20 but only when the wagering was complet.

I asked them for the betting history.

Does anybody knows what I need to do about this If?If you think that's a chance to get my money.

My username on the site is vict0r24B

Thank you

Hi play3r211,

The casino rep has been notified. Keep an eye on this topic. 

Now they modified the amount in my account where instead of 75 € I have 78.60 € and I didn't played anything.Something is very wrong with this site

The casino rep forwarded your case to the relevant department and they are going to post a reply here as soon as they get the info. 

I got this answer from them.

That I have placed bets in value of 40 €,80 € etc.

Those are not bets.I was buying free spins.Value of the bet was 0.40 for example not 40 euro.

Maybe the rep will follow this.They are looking on the excel file not at the game.

I was playing the game Power of Thor megaways

Play3r211 - I know its a lot of money, but I would rather just move on like I did a couple of months ago from 1000 or 2000 euros.

Its not worht the fight with these people, especially that Rembrandt!

After I opened a complaint here they blocked my account

They will do anything, I mean absolutely anything or accuse you of anything so they do not have to pay, I submited them with proof and they are denying it!

I hope you will find a different resolution, I am done with this group!

Thanks for the heads up, play3r211. The rep will follow up on this. Let's see what they say. 

Hi man

For me it's a lot of money 

It's the first time when I'm getting a big amount like this

And keep in mind that I us up like 9000

So I would hate if this will remain unsolved considering that from what I know I'm wright 

I have an update now from them

Maybe the rep from here can check also and see where is the mistake.

I will attach here the excel and the email received from them and my replay.

They have sent me the excel where I see all the games that I have every played on 24bettle.

euros

I was buying the feature on the game.What it means is that I have bought a feature with free spins with 40 € or 80 € or 120 € but the bet was 0.40 for example for the 40 € feature and 0.80 for the 80 € or 1.20 for the 120 € feature.The site doesn't alow the bet over the 22% of the deposited amount.My bet is less than that.Also on the game that you told me in the previous email that I made this bets up to 120 € you can see in my printscreens that the maximum bet is 100 € the feature is 10000 €.
I didn't broke your terms.
After the wagering was completed I made bets of 20 € 40 € even 50 € but this were mostly on Sunday Monday
If you check the excel you can make this mistake but if you look at the actual replay of my session just from Saturday because I have completed then my wagering you will understand.

I hope that my explanation will help the representative of 24bettle.

Thanks for sharing this with us, play3r211. The casino rep will post an official reply here on the forum once she has all the necessary info from their relevant department. 

Hi again

Still no replay from the representative from here.

This is are the last discutions that I had with the support.

I asked the support where they this rule at the terms that I'm not allowed to buy free spins.How can they consider a bet value the feature when you buy free spins the bet is not that value as I have explained to them.

What I hate the most is the thing that you play against the casino and when you manage to make an withdraw they are searching for reasons not to pay your winnings.

Thanks for the update, play3r211. We asked the rep last week but still got no reply. We'll send another reminder today. 

Hello all.

I have deicded to open an account on LuckyBull casino on 20.08.2021.

Have a lot of luck and with my 90Euros deposit won 3760 Euros. Sent all documents and wait for withdrawal approval.

Today(24.08.21) came mail:

Dear xxx

Hope you are doing fine,

Having checked your account I am more than happy to see and to inform you that your account has been fully verified on 23rd of August. Please be informed that your withdrawal request has also been processed today on 24th of August and the payout in the amount of 1000 euro should reach your bank account within 2 business days. The payout will go in installments as this is our Finance Department's decision which we have no power to affect on and can be read about in our Terms & Conditions. Next installment should be done around 7th of September. 

Thank you for understanding and have a nice day!

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

What is that?

I have readed all T&C ,and didn't found any intormation that withdrawal can be instalmment because of any reason. And there is any reason. Sorry ,some department made this decision...but still didn't give a answer why? Also chat agents didn't tell me why 

I haven't Reach a 5000euro winnigs like in their T&C is. This is only one situation when they can split my withdrawal...

Next payment on 7.09???? Is that also joke? Will they pay now my 3760 till December????

I'd like to get all od my winnigs ,because casino have any reason to Play so unfair against me.

Can someone help me with that?

Best regards, D.

Hello all.

I have deicded to open an account on LuckyBull casino on 20.08.2021.

Have a lot of luck and with my 90Euros deposit won 3760 Euros. Sent all documents and wait for withdrawal approval.

Today(24.08.21) came mail:

Dear xxx

Hope you are doing fine,

Having checked your account I am more than happy to see and to inform you that your account has been fully verified on 23rd of August. Please be informed that your withdrawal request has also been processed today on 24th of August and the payout in the amount of 1000 euro should reach your bank account within 2 business days. The payout will go in installments as this is our Finance Department's decision which we have no power to affect on and can be read about in our Terms & Conditions. Next installment should be done around 7th of September.

Thank you for understanding and have a nice day!

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

What is that?

I have readed all T&C ,and didn't found any intormation that withdrawal can be instalmment because of any reason. And there is any reason. Sorry ,some department made this decision...but still didn't give a answer why? Also chat agents didn't tell me why

I haven't Reach a 5000euro winnigs like in their T&C is. This is only one situation when they can split my withdrawal...

Next payment on 7.09???? Is that also joke? Will they pay now my 3760 till December????

I'd like to get all od my winnigs ,because casino have any reason to Play so unfair against me.

Can someone help me with that?

Best regards, D.

Hi Forever Young,

Thanks for bringing this to our attention. It is stated that all withdrawals that exceed €5,000 will be divided into installments, but your withdrawal amount is less than that so you should get the whole amount at once. Please private message me your casino username and we're going to notify the casino rep and see what's going on and why their finance decided to divide your withdrawal. 

We received your account details and notified the casino rep. Keep an eye on this topic for an update. 

After asking about one hour ago about a reason to split my withdrawal,and telling them that I haven't Reach 5000euro winnigs,got this email for a whole:

Dear xxx, 

Thank you very much for your e-mail!

Kindly be informed that after our internal investigations made when reviewing your payout request our relevant department has decided to split your payout in installments. 

Please note that there is a number of factors that our relevant department needs to consider when reviewing each payout request and unfortunately there are no more details I am able to provide you with regarding this matter. 

However, your payout is approved and I can assure you that there is no need to worry!

Thank you for your understanding!

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

THIS IS RIDICCIOLOUS!!!

Playing since 10 years on online casinos but didn't have something like that. 

I really hope everyone gets their issue resolved.

As I see the casino representant was over 2 months(!) ago here... Don't believe that someone reply on my and other cases...

I lost my hope that they will answer here.

At least they told you that all is good with your withdraw.

From what I know they have this rule in their terms and conditions 

This rule should be active when you Reach 5000Euro withdrawals in one month... 

There is absolutely any other rule/paragraph in their's T&C about spliting withdrawal just like that ..

What gets to me is this part

"Please note that there is a number of factors that our relevant department needs to consider when reviewing each payout request"

If you approve the first request, why do you need to review the 2nd payment?Its the same person, from the same winnings, nothing further to check?

It really still drives me crazy that casinos need to keep withdrawals pending for 48 hours!

And dont bother with the casino rep, as he was absent for the entire week my complaint against this group was open...

The casino rep forwarded your case to the finance department and they will reply here. We are in touch with the rep. We'll get the answers. 

The casino rep's advised us today that she is still waiting for the final answer from the finance team. Hope we'll get the update soon. 

What wondering me is why casino rep. was not active since 2 months but is still on contact with you .

Sorry but some kind of answers don't need days or weeks. Are they FBI? 

Hope to see the answer soon but don't believe in that.

P.s. my withdrawal (sent yesterday) still didn't arrived . From any other casinos Takes max.8 hours. (If it's made on evning I have it another day morning on bank account,if made morning on evning is on my bank account)

Regards  

D.

Hello all  

Sorry for post after post but I'd like to say that 1000euro have arrived to my bank account today morning. There are still 2670Euro's ,wich in my opinion should be paid directlly not on 07.09(!). Waiting for response from Casino rep.

Best regards

D.

I'm glad to hear that. 

Maybe they will transfer the rest of the money next time

Thanks for the update, Forever Young.

We've chatted with the casino rep this morning and she advised us that she is still waiting for the finance response. Hope we'll have the update soon. 

Glad you received some of the money which means they eventually pay after making alot of noise.

but wait what? Your Next withdrawal will only be processed on the 7th of September? I thought withdrawals are pending for 48 hours maximum? Why are they paying in almost 2 weeks?

I Hope that you will get your's winnigs also. 

I don't think that they will transfer on 07.09.2021 2760 Euros... Of course nodbody from live chat or email support also don't know that ..It is very mysterious thing and only finance department know that ;)

Sorry ,I'm a little bit ironic.. but this whole case is mysterious and ridicciolous in my opinion...

Best regards 

D.

Look at my first post... They have splitted my whole withdrawal (3670 Euros) ,but I don't know what was the reason.. nobody from their support can answer me...It was finance department decision... And in their T&C is clearly that they can do that (split) if WITHDRAWAL IS OVER 5000 EUROS. mine wasn't.

I was only informed that "next part of withdrawal"(they also didn't tell how much is that) will be "around 07.09.2021.

Is that normal? I don't think so ..

That's why I have asked here of help ,because In my opinion they should pay my whole withdrawal directlly!!!

Best regards 

D.

Another update:

Have Ask them once again via email about T&C and/or parapgraphs wich allow them to split my withdrawal. Because as I said before can make that only if you wan't to withdrawal 5000 or more.

This answer came for a while:

Thank you for your e-mail.



Please note that each requested payout is being reviewed by our relevant department and according to that they decide in what way the payout will be transferred and in what time span will each installment go after going through their internal investigation and considering all factors that they need to, and this is unfortunately something we are not able to interfere with.

However, what I can assure you of is that you are going to get your winnings paid out in the time frame our relevant department has provided for you, so I would kindly ask you for a bit more of your patience and understanding.



Have a good day!



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

That means for me that every player ,WHO deposit his money to one of the casino group can have some problems as me. Because the holy Finance department can splitt it without any reason ...

Also the agent here didn't answered since 2 days ... This is not the way to get customers ,so to loose them...

Best regards 

D.

They are unvelivable 

Thank you for your e-mail.

Kindly note that your payout has been split out in installments by the decision of our relevant department and due to our terms and condition.

Unfortunately, we do not have the information on the number of installments there will be or the amount of money they will consist of, since this decision is made by the relevant department once it is time to process the next installment. I can tell you that your next installment should take place approximately two weeks after the previous one was done. We will try our best to respect this time frame of two weeks when it comes to processing your installments. Your next installment should be processed around the 7th of September.

Please note, our relevant department is doing as best as they can to fulfill your request as soon as possible.

Thank you for your patience and understanding.

Enjoy your day!

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

Have the casino rep. already answer? Or it will be on October 2036?

Best regards 

D.

Hi

So this is the last email that I got from them.

I have attached here the printscreen. 

I didn't find anywhere on 24bettlecasino the rule that they consider buying free spin a bet.

I see the representative from 24bettle doesn't say anything for almost 2 weeks.

Thanks for the update, play3r211. Don't know why the rep hasn't got the answer yet. We'll try to get in touch again on Monday. 

It's really nice that we got answers to our questions from @condor gaming .

If anyone have some info what is going there (in their company) please Let other know.

Best Regards.

D.

Yes

I have like 3 weeks in this moment without no answer here.

Just what they sent me on the email and it was the same answer without show me in they terms that I can't buy free spins and why they consider a bet buying free spins

On other forum found that they have probablly financial problems that's why so many ridicciolous actions. 

We are still waiting for the casino rep. Still no reply. They might have financial problems that's why they have slow cashout times and tiny installments. Let's see if they provide an explanation in the end. 

That for me it would not be a problem with smaller amounts but they took all my money

Hello all.

As there is any answer from Casino rep. Here and we are all ignored. I have to decided to move this case to IBAS.

It was also sent my "second installment" on 07.09 and till now (10.09) didn't get money from them... They are now "investigating case" of missing money "and finance department give answer as soon as posiblle" :D 

This is imposiblle how not competent they are and how they playing with their own rules.

Best regards 

D.

Hi Forever Young,

Thanks for the update. The casino rep was taking a few days off, she informed us yesterday that she was going to check with her team but we got nothing. Really don't know what's going on with these guys. We never had such issues before. They were super efficient and always get back to their players here on the forum. 

In my opinion the representative doesn't have an answer because they don't have the rules on the site.For my case or for the case with the withdraw in small parts.Maybe they have financial problems but when this is the case you can't just made up some rules saying that you consider a bet buying free spins.

Hello toegheter.

Today got my last installment (760Euro).

Summary:

Total withdrawal od 3760 took over 6 weeks . I have got first 1000 Euros ,after 2 weeks another 1000 Euros,then after 2 weeks 1000Euros and Today (over 2 weeks from last payment) 760Euros.

Anyway decided to make a self-exclusion from LuckyBull and all sister casinos. That cost me top much stress...

Wouldn't recommended this casino group for anyone ,who want to have his withdrawal quick. But at the end I have got all my money.

Best Regards

D.

Thanks for the update, Forever Young. Yes, it took too long for the withdrawal of less than 4000$. You finally got it, that's great news.