The player from Germany withdrew €1050 after winning €1200 with a bonus but faced confiscation of winnings due to exceeding the maximum win amount specified in the bonus terms. His account was subsequently blocked, and he lost access to his funds. The Complaints Team extended the communication period for the player to respond and provide further details, but ultimately, the complaint was rejected due to the player's lack of response.
24Casino - Player's winnings are confiscated.
Amount: €1,050
24Casino
Safety Index:HighSafety Index
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8.2
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
I have been playing in this casino for about 3 to 4 months and have already withdrawn 600€.
A day ago I deposited €50 and got 100% credit. So I played with €100 and won an incredible €1200 on Amazon with a stake of 30 cents. Then I had to keep playing until I had played the bonus value of €2250.
Finally I paid out 1050 € and today I got this message
Dear CHRISTOPH,
We have to inform you that the bonus you have been playing with has a maximum win amount, which is specified in our bonus terms and conditions. The excessive winnings have been confiscated. Thank you for understanding.
Best regards,
24Casino Support
Ticket ID: KTWHFI
I played the bonus according to the casino's rules and now my account is blocked and the money is gone
Automatic translation:
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1 month ago
Dear Pslive,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Casino. I checked the rules of the bonus found in the casino's terms and conditions:
Soweit nicht anders angegeben, unterliegen No Deposit Boni einem Mindestumsatz von 50x und einem maximalen Gewinn und somit maximaler Abhebungsbetrag von 2x dem Bonuswert.
Please allow me to ask you a few questions, so I can better understand the situation.
- Did the casino cap your winnings accurately according to the rule above to your knowledge?
- Do I understand correctly that the casino blocked your account, and payout, in addition to confiscating part of your winnings?
- Could you please share with me your communication with casino support attempting to resolve 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
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1 month ago
Translation
Hello and thank you for the quick reply.
I have now received €500 from the casino, but the other €550 are gone and my account is no longer blocked.
I have met all wagering requirements.
The funny thing is, I wanted to withdraw 500€ at the beginning, I requested it, but then I canceled it myself.
Then I wanted to withdraw €250 and continue playing with the other €250. I won again with that money and then wanted to withdraw another €500 and €300. They approved the €500, but canceled the rest.
Can I take a screenshot here 
Automatic translation:
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1 month ago
Translation
I haven't contacted the casino chat yet because that usually doesn't help
Automatic translation:
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1 month ago
Thanks for the update and explanation.
If you experience an issue with the casino, we advise you to always attempt to resolve the issue with the casino yourself first.
Have you asked the casino to return the remainder of the remainder of the winnings? What response have you received?
Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
