Bets24

VISA

Hi Joel Kolos01 - welcome to CasinoReviews.com!

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

Specifically what games did you play and what games did the operator claim were prohibited?

Thanks,

CasinoReviews.com Complaints Team

it was a slot machine game called peking luck.

Hi Joel Kolos01,

We've reviewed the operator's terms and conditions and can see the following:


> "8. Unless otherwise stated, Bonuses cannot be played on the following games: Instant Games, Jackpot Games, All Video Poker Games, All Megaways Games, All Bonus Buy Games, All Trueways Games, 1429 Uncharted Seas, 2 Million B.C., Craps, Gonzo's Quest, Starburst, Starburst XXXtreme, Blood Suckers, Blood Suckers 2, Reel Rush, Reel Rush 2, Dead or Alive, Dead or Alive 2, Big Bad Wolf, Big Bad Wolf: Pigs of Steel, Big Bad Wolf Christmas Special, The Dog House, The Dog House - Dog or Alive, 9 Coins, 9 Coins Xmas Edition, 9 Coins 1000x Edition, Gates of Olympus, Gates of Olympus 1000, Sun of Egypt, Sun of Egypt 2, Sun of Egypt 3, John Hunter and the Aztec Treasure, John Hunter and the Book of Tut, John Hunter and the Tomb of the Scarab Queen, Dr. Jekyll & Mr. Hyde, Sweet Bonanza, Big Bass Bonanza, Christmas Big Bass Bonanza, Big Bass Amazon Xtreme, Big Bass Crash, Big Bass Christmas Bash, Big Bass Splash, Big Bass Floats My Boat, Alien Fruits, **Peking Luck**, Big Bass Secrets of the Golden Lake, Starlight Princess 1000, Wild Heart, Candyfinity, Fruit Party, Wild Cash, Wolf Gold, Secrets of Atlantis, Rook's Revenge, Flowers, Koi Princess, Three Musketeers, Lucky Clover, Pinocchio, Queen Of Gold, Secrets Of Atlantis, The Tipsy Tourist, The Angler, Solar Queen, Bronco Spirit, Starlight Princess, Plinko, Wild Spirit, Age of Dragons, Double Joker, Wildcraft, Beowulf, Coins of Egypt, Aztec Magic Deluxe, Goldilocks, Wild Wild West: The Great Train Heist, Solar Queen, Solar Temple, Great Rhino, Great Rhino Deluxe, Sakura Fortune, The True Sheriff, Koi Princess, Guns N' Roses, Vikings Go Berzerk, Midas Golden Touch,  Irish Pot Luck, Sugar Rush 1000, Three Card Rummy, Triple Edge Poker, Zoom Roulette."


As can be seen above, Peking Luck is included as a restricted game in the bonus terms.

If your assertion is that the operator changed the terms AFTER you won, we would need some way to prove this. We've looked at various internet archives that we're aware of and have been unable to identify any evidence to support this claim.

Do you have a copy of the terms before you played?

As to automatically blocking the game - Bets24 is an unlicensed gambling operator. There are not subject to any regulatory standards and you will not receive this type of protection playing with this type of operator.

Thanks,

CasinoReviews.com Complaints Team

I don't have any print screens of the terms from when I played it.
Why does not  any pop up come and say it is a restricted slot game like it does at the majority of casinos?

And why after a month asking for additional documents not even looking at the documents i sent,

just to say this?

Hi Joel Kolos01,

Far from all operators enforce these types of restrictions automatically and as pointed out above, this operator is not subject to any regulatory authority that would require them to.

As far as verification goes, this will be a step-by-step process and ID verification will have come before checking game play.

Unfortunately without a screenshot your case is effectively based on your memory being entirely accurate rather than you simply having missed spotting one game in a list of almost 100. The operator are going to assert that their terms did include this game before you played.

Without clear evidence supporting your claim that the terms were changed after you won, there's no viable case for us to make here. If you find some way to evidence this in future feel free to get back in contact.

Sorry we cannot be of further help,

CasinoReviews.com Complaints Team

Okay,
I can not prove that they added the slot game afterwards so I will let my winnings be confiscated this time.

But I do want my deposit back and even that money they are trying to get away with.

They keep asking for proof of address when I have sent it multiple times both on their website and to their email.

Their system doesn't allow pdf files so they first asked me to take prints of it and upload which i did and i also sent it to their email along with the actual bank statement in pdf.

Then they asked me to print it out and upload it which i also did and also sent it to their email.

And now that I just want my deposited money they keep rejecting my withdrawal.

I know they dont look at the documents even because they keep asking if it is in English everytime i contact them regarding this issue.

And it has been in English from the very first beginning.

So clearly they don't even want to pay back my deposited money.

Hi Joel Kolos01,

Please forward all communications you have had with the operator about this matter to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

i spoke to live chat maybe you can ask them for a transcript?

HI Joel Kolos01,

You state above that you've emailed the operator. Please provide these communication alongside any documents you submitted for verification.

Thanks,

CasinoReviews.com Complaints Team

Hi Joel Kolos01,

We'll contact the operator and see what we can find out for you.

Thanks,

CasinoReviews.com Complaints Team

Please ask for a chat transcript also so you can see for yourself how they keep asking for documents they don't even read or look at.

Date – 30/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 07/07/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 14/07/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 21/07/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 28/07/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Joel Kolos01,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

Found Against the Operator - Despite our repeated efforts to contact Bets24 to discuss this issue we have received no relevant response from the operator.

I deposited money and accepted the welcome bonus the casino was offering and read the bonus terms clearly.

I got lucky and managed to wager the full bonus and was left with a win of 1911€ in total real money,

Ready to withdraw but i had to verify my account first.

After uploading all the required documents i noticed it was not possible to upload my bankstatement which is in pdf file.

So i tried to reach the support both by email and through their live support.

Which is very difficault because the live support is barely online and i have sent multiple emails to their support address and never recieved a response.

when i finally managed to get in contact with live support i was first asked to take print screens of my bankstatement so i did what i was told and took print screens and uploaded it.

Then some more time passed by without anything happening so i contacted live support again after many tries then i was told to print out the bank statement and take pictures of it to later upload on their website.

After doing this too and nothing happened i contacted live support again and this time they said i broke their terms and they confiscated my money.

They claimed i played a slot game that was restricted but it was not there when i read the rules and if it is a banned game why does it not come up any pop up when opening up the game like it normally does in most of the casinos i have played at before.

It seems like they never intented to pay out any winnings from the begginging because everytime i contacted support they asked me the same question is the document in english all three times i spoke to them.

It is like they never even checked my documents at all and just try everything to not pay out winnings.

I can send you all the emails with the documents i have sent them and you can perhaps request a chat transcript from their live support.



Regards

▇▇▇▇

Bets24 - prohibited games

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com