24Casino - Player’s verification delayed, risking bonus expiration.

I was contacted by the relevant department and instructed to upload documents to verify my origin of funds. Initially, I provided documentation showing that my origin of funds was casino winnings from last month, but this was not accepted. Four hours ago, I uploaded new documents as requested (a payslip and corresponding bank statements). The issue is that I currently have an active bonus on my locked casino account. I have uploaded my ID card, a selfie with my ID and a piece of paper, my bank documents, another selfie, my payslip, and other documents. I have repeatedly requested timely responses because my bonus will expire soon—in exactly 10 hours. Now, for the final verification, they have asked for a Skype call, to which I agreed, again asking for it to be done today because otherwise my bonus will expire.

24 Casino has now scheduled the call for tomorrow. It seems to me that this is intentional, and if this really is a DAMA Casino, I ask for help here as well because it is unacceptable that I have to wait up to 22 hours for responses and now, due to their fault and not mine, my balance is at risk.

I offered them the following:

Either you let me log in to my account and finish the wager, or you make the call today, or you assure me that my whole balance, 3,400 Euro in bonus balance, including the 2,400 Euro left to wager, will be on my account after you complete your verification and unfreeze my account.

I have demanded the same thing in the live chat, and there I was told that my account cannot be unfrozen and that I need to be patient. So, it will likely result in my bonus expiring. What should I do? - They dont answer via mail - just in live chat - they wont unfreeze my account to finish the wager and they told me that my balance will be canceled tomorrow before the call.

Dear Saint90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino froze your account amidst bonus wagering?
• Have you previously completed account verification in the casino and cashed out winnings?
• Could you please share your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I want to update the whole situation. My case was reviewed by Askgamblers aswell with a very, very competent and very fast employee who responded at all times and took extremely responsible and professional care of the entire situation. According to their statement, I will receive my entire winnings. If this turns out to be the case, apart from the negative points I mentioned earlier, I can now also report very positively about the casino, thanks in large part to the employee who was always available to me during my complaint. - So you can close this case. thanks for the rapid help though. appreciate it.

Dear Saint90, Thank you very much for the update. We will keep this complaint open until you confirm your cashout has been successful. Please keep me informed about any further developments.

Geld wurde überwiesen. Ticket kann geschlossen werden.

Dear Saint90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru