24K Casino - Player’s account has been blocked.

Hi. I'm trying to get my winnings at the casino 24kcasino. They owe me $982. I sent a lot of documents to the casino. I attach the list.

Residence permit of the Republic of Belarus

Selfie with passport of the Russian Federation

Bank statement photo

Certificate from the employer indicating wages

Statement showing wage receipts

I sent the last documents to the casino on June 23rd. After that, the casino blocked me and did not respond to my messages. I think that such behavior in relation to the player is incorrect.

I think the casino has no right to block my account unilaterally without explanation. I know my rights, casinos must explain the reason or get my money back. Please consider my problem.

Dear Yury,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.24kcasino.com/en/static-texts/terms-and-conditions:

„CLOSURE AND TERMINATION BY US

14.6 We are, at any time (and notwithstanding any other provisions contained in the Terms of Use), entitled to close Your Account and terminate the Terms of Use on written notice (or attempted notice) to You using Your Contact Details. In the event of any such termination by us we shall, subject to paragraph 14.7, as soon as reasonably practicable following a request by You, refund the balance of Your Account.

14.7 Where we close Your Account and terminate the Terms of Use to Collusion, Cheating, Fraud and Criminal Activity or Breach of the Terms of Use, the balance of Your Account will be non-Refundable and deemed to be forfeited by You to the extent of any claim that we may have against You as at the date of such closure (whether under Your Account, a Duplicate Account or otherwise). Closure of Your Account and Termination of the Terms of Use, other than set out in paragraphs 12 or 21 of these General Terms, will not affect any outstanding bets, provided that such outstanding bets are valid and You are not in breach of the Terms of Use in any way. For the avoidance of doubt, we will not credit any bonuses into Your Account, nor will You be entitled to any contingent winnings,

14.8 The following paragraphs shall survive any termination of the Terms of Use: 20, 21, 22, 23, 24, 26, 27, 29, 30, 31, 32, 33 and 35 and any other paragraphs which are required for the purposes of interpretation; together with any relevant sections of the Game Rules, the Privacy Policy and the Additional Terms."

Could you please advise if you have accumulated your winnings with or without active bonus and, if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Is your account still accessible or it has been blocked? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, I'm sure I didn't break the rules you indicated in the message.

Answer your questions in order

I used the bonus from the page https://www.24kcasino.com/ru/promotions. I used the second bonus in the line. Its conditions: 50% to €/$ 300 + 50 spins.

None of my neighbors, family members or others could use my IP address to open an account.

My account is now locked.

Dear Yury,

Thank you very much for your reply. Could you please advise if there's any relevant communication that could be forwarded to petronela.k@casino.guru?

I sent my correspondence with the casino to the email address you specified.

Thank you very much Yury for providing all the necessary information via email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I will now try to contact the casino to let them know about your issue.

Dear yury.str,

is there any update regarding your case? Unfortunately, we haven't received any answer from the casino yet. I'm extending the timer by 7 days.

I have no news, I have not received letters or messages from casino.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

Casino.Guru

The complaint was reopen on the casino's request.

Hello! I inform you that my problem has been resolved. I am grateful to the casino for their cooperation.

Thanks for reopening - We are reviewing the case file for this complaint and will reply with resolution shortly.

Thank you for your patience.

24K Casino

Dear 24K Casino,

As the player already confirmed that the issue is resolved, we will be waiting only for the resolution from you to make it clear for all readers what was the issue and we will be closing the complaint as resolved.

Dear 24K Casino,

As we haven't hear from you in a while, we will be closing the complaint now as the player confirmed that the issue is already resolved.

Best regards,

Nick

Casino.guru