Hi,
I registered on 24bettle on 20 november 2016. Didn't use any bonus and played for a while.
Won and tryed to withdraw 10000kr. Everything look good at first, I got a email that I had to verify my account, wich I did. Sent in all the documents they wanted. Still everything seemed fine. I waited a couple of days and tryed to log onto my account on 24bettle, but I couldnt, my account was now frozen. I contacted the support were I got told my account had been frozen due to the system had detected multiple accounts on my IP adress. I have been in contact by email a lot of times with them since and all I get is that I haft to wait untill the other accounts are verified.
It has now been 1 1/2 months and all I get in response is that they need more time to verify them. They say that they go only by IP adress, how can that be? In Sweden where I live you can have several IP adresses in the same house and use both mobile and computer. They don't give any information on how many accounts there is and nothing about the accounts, wich I understand for some point. And if there has been any accounts on the IP adress for many many years ago when someone else had this IP adress they will never get those accounts verified and I will never see my money? Is this right?
I copy paste some email here.
Dear Janne,
Your withdrawal request has been declined because we need to verify your account and we would like to ask you to provide some copies of 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 or a tax bill). The address verification document must be issued within the last 3 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 date of statement, first and last name 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!
For any question regarding the 24Bettle concept and features, please contact our Bettle Managers who will be more than happy to coach you on how to level up through fulfilling ac
24 Bettle
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Dear Janne,
Thank you for your message!
I have checked your account and found that your payout request has been approved but it is pending due to a KYC procedure active on it. KYC procedure is a mandatory procedure from Gambling Regulation, that point to verify the customer's identity.
Therefore you should be already received our email asking you to provide the documents needed in order to verify your identity.
If you are not able to find it, here following the copies of documents that we need to complete it:
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 3 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 date of statement, first and last name 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 legal department will review your documents and inform you if necessary.
Thank you very much for your cooperation.
I wish you a very good afternoon.
Let us know if you have more questions regarding your account, we are happy to help you!
For any question regarding the 24Bettle concept and features, please contact our Bettle Managers who will be more than happy to coach you on how to level up through fulfilling achievements.
Sincerely,
Chiara
24Bettle Players support
24 Bettle
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Hi,
thank you for your message. I can only ask you for a little more patience as the other account needs to be verified too.
Thank you for your understanding.
Let us know if you have more questions regarding your account, we are happy to help you!
For any question regarding the 24Bettle concept and features, please contact our Bettle Managers who will be more than happy to coach you on how to level up through fulfilling achievements.
Sincerely,
Larry
24Bettle Players support
24 Bettle
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Dear Janne,
Thanks for your message.
Unfortunately we cannot provide you with requested information as we respect and follow our privacy policy and do not disclose the information about another account.
Once we have an update about your account verification from management we will notify you accordingly at once, meanwhile we kindly ask you for some patience.
Thanks in advance and I wish you a great weekend.
Let us know if you have more questions regarding your account, we are happy to help you!
For any question regarding the 24Bettle concept and features, please contact our Bettle Managers who will be more than happy to coach you on how to level up through fulfilling achievements.
Sincerely,
Julia
24Bettle Players support
24 Bettle
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Dear Janne,
Thank you for your message.
Unfortunately your account cannot be reopened untill the other accounts that are registered under the same IP address have been verified. Once they have been verified our management will decide on whether it will reopen the accounts.
Have a good evening.
Let us know if you have more questions regarding your account, we are happy to help you!
For any question regarding the 24Bettle concept and features, please contact our Bettle Managers who will be more than happy to coach you on how to level up through fulfilling achievements.
Sincerely,
Igor
24Bettle Players support
24 Bettle
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[273-1FC83062-0229] KYC request
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Tue 12/13/2016, 7:31 PM
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You replied on 12/14/2016 2:36 PM.
Dear Janne,
Thank you for your message.
Unfortunately I cannot give you a precise time frame regarding the verification of the other account, but I can assure you it will be handled with urge. As soon as there is an update you will be informed.
Thank you for your patience and have a good evening.
Let us know if you have more questions regarding your account, we are happy to help you!
For any question regarding the 24Bettle concept and features, please contact our Bettle Managers who will be more than happy to coach you on how to level up through fulfilling achievements.
Sincerely,
Igor
24Bettle Players support
24 Bettle
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Dear Janne,
Thanks for your message.
I understand your concerns, however we kindly ask you for a bit patience. Since the violation of our terms was detected on several accounts, we need to run verification on all such accounts and it is out of our control how fast verification will be completed on other account.
Once we have any update available regarding your account status, we will notify you accordingly immediately.
Have a great Saturday!
Let us know if you have more questions regarding your account, we are happy to help you!
For any question regarding the 24Bettle concept and features, please contact our Bettle Managers who will be more than happy to coach you on how to level up through fulfilling achievements.
Sincerely,
Julia
24Bettle Players support
24 Bettle
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I ofc have all the email and such. Is this right? I have never played on that casino before and now that there can not be any other accounts. Do I need to post any more information?
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