24Casino - Player’s account was closed.

Opened an account, made a deposit, they close my account and now money is gone. Chat says they need to speak,with manager and cant give further explanation or even time frame.

Dear akisdemosthenous,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the full KYC verification?

Have you played any games with your deposit or was your account blocked immediately after depositing?

Have you received any email from the casino after your account was closed? If you have, kindly forward it to me at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hey,

The are asking for infkrmatuin that do not exists. More specifically they are asking for a pdf statement from paysafe with account details and pdf of transaction. I told them that paysafe does not offer these and ive sent them print screens of all account details and transaction. And they still request same info.

I did not play any games or used any of the funds.

After my initial complaign to them they said that the manager will contact me which he didnt, and then i sent them again and they requested a long list of information whoch i provided and now we are stuck on the statement issue. I have forwarded you the emails.

To get a PDF statement of your Paysafe account, you need to log in to your Paysafecard account via PC. Click on Transactions at the top, click on the relevant transaction, and then click on the print icon. Download the PDF and upload it to the casino.

In the email you provided, the casino mentioned that they need other identity documents as well. Did you send a photo of your ID, proof of address, and a selfie with your ID in hand?

Hi  Akiss17,

Thanks for reaching out and sorry to hear about your experience!

I have checked with our payments team and can see that a full refund was sent on 11.07. We take Responsible Gaming very seriously at 24Casino, which means sometimes we have to close accounts and return those deposits.

This should be fully resolved now but if you need anything else please reach out!

Dear akisdemosthenous,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.