The player from Germany had his account closed due to a gambling problem but his winnings were cancelled retroactively. Eventually, the player received his winnings.
24K Casino - Player’s account has been blocked.
Amount: €800
24K Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.8
24K Casino has a Safety Index of 2.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
One more complaint about a casino that you are listing as a really good place to play safely.
At the 24k casino I had my account blocked two days ago due to the game view, after simply ignoring my € 3,000 payout for several days. I didn't want to gamble away the money again. Today I am told that the money will not be paid out because I am addicted to gambling. I would only be refunded my deposits of € 800 if I wanted to. The account is closed and it may be reopened for a refund of the deposits. What a farce. Should they be solid?
I never used bonuses, account is verified. E-mails are available as evidence.
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3 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please indicate whether you’ve already asked for a deposit refund? Please, forward all the available evidence together with communication between you and the casino to kristina.s@casino.guru. I would like to gather as much information about your case as possible.
I will be waiting for your reply patiently.
Best regards,
Kristina
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3 years ago
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Of course, at this point I had already requested the € 3,000 payout and then simply stopped playing. I sent a screenshot of this as a receipt. Then the casino replied (I forwarded the answer) that they don't want to do business with gambling addiction and my deposits will be refunded. Obviously they want to make a deal, because in the end only € 800 (screenshot also sent) instead of € 3,000 will be paid out. It couldn't be more dubious.
I sent two more screenshots proving that my € 3,000 withdrawal was canceled and € 2,200 withheld due to gambling addiction.
By the way, my account is open despite gambling addiction. Apparently I am supposed to gamble away the refunded deposits again.
Also surprising: since I was banned there, I have received advertising emails from sister casinos that are from the same group. Obviously, the casino's only concern is not to cash out the € 2200 that I honestly won.
Deposits are still possible
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3 years ago
Thank you very much Stefan for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
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Just to be clear, 24k Casino is still not closing my account. I'm supposed to keep depositing even though € 2,200 was stolen from me. You have a screenshot. Please help me. I've submitted a lot of cases and somehow nothing positive ever comes out. It cannot be that I can continue to deposit and play despite the search, but the provider deletes 2,200 honestly won euros
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3 years ago
Hi Stefan,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 24K Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
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Since the casino does not answer, and in case of doubt € 2,200 was stolen from me, I want to publish the screenshot here and ask Casinoguru whether such a practice is okay from your point of view. Is it allowed to steal this from someone who wins fair money just because he has gambling problems and is communicating this? From my point of view, this is dubious and everyone who wants to register there should know that. I will also contact Evolution gaming as the provider of the games if the casino does not transfer the money with me.
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3 years ago
Hi Stefan,
Let me ask you a question. When did you ask for the self-exclusion or informed the casino about your gambling problem? Was it before or after you won the €3000?
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3 years ago
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At about the same time, my payout had been floating for a full day and, from my point of view, was deliberately not carried out. The provider has certainly already recognized problematic gaming behavior. I think it's unbelievable that gambling addiction is punished in such a way that the money is also removed.
That the account is now still open says it all. I should like to keep paying. Losses are certainly not reimbursed, but profits seem to be retained. One-sided!
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3 years ago
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The casino is deliberately not responding. If you adjust the rating downwards slightly, even though the provider has stolen money, then it will be difficult. To deduct 2,200 € just because I'm addicted to gambling, then in my eyes that's cheating and bold.
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3 years ago
Thank you Stefan for your replies. We really need a statement from the casino.
We would like to ask 24K Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
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I would also like to ask 24k Casino again to refund the € 2,200 that was simply withdrawn from the account and transfer it to me. Otherwise, Casinoguru can then close the case and correct the rating downwards so that other players do not have similar experiences with the provider. I would also like to emphasize once again that my payout was already pending 24 hours before the payout was canceled and € 2,200 was simply withdrawn. From my point of view, this is not serious!
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3 years ago
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And again the note: The prevention of addiction cannot be that important to 24k, as my account is still open and I can continue to deposit and lose. Only profits seem undesirable
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3 years ago
Hi Casino Guru,
The player mailed support stating "gambling addiction".
In this case all bets were voided and what's left of the deposit is returned, in this case all of it.
Once a claim of addiction is made, we no longer allow the player to benefit or lose from further gameplay and they are excluded permanently.
We reopened the account to allow the player to withdraw the final balance however, all games are blocked and gameplay is suspended.
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3 years ago
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You deliberately did not process my payout. Only then did I inform you that I wanted to close the account because of gambling addiction. Only when I stopped playing for 24 hours and didn't lose everything did you close my account and simply collect the amount. The refund of the deposit would then be paid within hours. It really indicates everything that you are taking advantage of my addictions and do not even want to pay the profit due to me, because you can no longer earn from me. Pay back my € 2,200. It's only fair.
Otherwise everyone can see your machinations and reports will hopefully be protected.
Another note: My account is only now closed and I was not blocked from the games as claimed. I could still call that live
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3 years ago
Hi all, thanks for your replies.
Dear 24K Casino,
How much money did the player have in his casino account when he informed you about his gambling problem? When exactly did he make the winnings? If he made his winnings after informing you about his gambling problem, you have the full right to confiscate his winnings and return his deposits. However, if this happened before, the player should definitely get paid in full.
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3 years ago
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I've just sent screenshots to Kristina. I requested my payment on May 1st, 21, 11:42 am. As I said, you received a screenshot. This payout has deliberately delayed 24k.
When I was on May 2nd received the information that my payment had still not been processed, I informed the provider that I wg the account. Wants to close gambling addiction. As a result, all winnings were canceled and the deposits were refunded very quickly and suddenly. I have also forwarded this mail.
I still expect the payment of the € 2,200. I have never seen a more brazen casino. The screenshots I sent are clear.
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3 years ago
Hi Casino Guru,
As with all 1st time withdrawal request we request verification documents. We cancelled the initial withdrawal request pending verification.
Initial withdrawal requested 09:42:05 01.05.21
2 further requests were made on 1st May , but cancelled by player
Player emailed in twice on 1st May , Once asking to close forever "cheater" 2nd time "gambling addiction"
The initial request was declined 2nd May 03:47
Player verification documents uploaded into system 2nd May 03:48
Player account disabled by our responsible gambling team 2nd May 04:10
Once a claim of addiction is made We no longer allow the player to benefit or lose from further gameplay and they are excluded permanently. We then reopened the account to allow the player to withdraw the final balance and that all games were blocked and gameplay was suspended. All bets were voided and what left of the deposit is returned €800.
Player requested withdrawal 4th May 07:38
Withdrawal confirmed 4th May 08:39
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3 years ago
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This is also incorrect. As far as I know, my account was already verified when the payout was made. You deliberately delayed this. I expect the refund of the € 2200 that you stole. I also don't upload documents at night because that's when I sleep. I uploaded the documents well in advance. Again, your reasoning makes no sense.
Unfortunately, it is difficult to prove the lies because the history of the messages is never shown in your reply. That seems to have reasons, as you can see here.
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3 years ago
To clarify - The times shown are when the documents were uploaded into our system - not when the player suppled them.
and only the 1st withdrawal was declined for verification.
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3 years ago
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The payout I requested was pending for almost two days. You knew exactly why you weren't editing this. You didn't reply to any emails until I said I was addicted to gambling. You then took this as an opportunity to cancel the winnings. It is a fact. I expect the reimbursement of the € 2200. Otherwise, I sincerely expect Casinoguru to correct the rating negatively. You are deliberately withdrawing money when I am entitled to it!
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3 years ago
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The 24k no longer answers is unbelievable. @casinoguru: I will definitely never use any links on your homepage again if you don't lower the rating of the provider significantly. Other players must be warned. To date, I have not received the money stolen from 24k
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3 years ago
Hi all,
Thanks for your replies.
Dear 24K Casino,
Please answer my question. How much money did the player have in his account when he informed you about his gambling problem?
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3 years ago
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Why is 24k not answering? Because I had € 3,000 in the account at that time and receipts were also sent to you. The provider seems greedy and unscrupulous. They want to steal the € 2,200, although I owe them. Hopefully I will warn others never to register there
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3 years ago
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Just for information: At the sister casino madmoneycasino (same operator, same platform) yesterday I also wg. Gambling addiction closed my account. As with 24k, the account is closed after 24 hours. However - what a miracle - I am not reimbursed the amounts here. That means losses are okay with gambling addiction. But don't win. 24k Casino has therefore deliberately enriched itself.
Of course, the email is available as a receipt.
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3 years ago
Hi Stefan,
I'm afraid the casino will not be responding to the complaint anymore. When it comes to self-exclusion due to a gambling problem, as soon as a casino learns about a player's gambling problem, it shouldn't let them play anymore, close their account and pay the remaining balance to the player. Any winnings after this point can and should be canceled. However, this doesn't work retroactively. Casinos can't cancel winnings won before a player asked for a self-exclusion as well as the player can't request a refund of the deposits they lost before they let the casino know that they had a gambling problem. Since we can't continue with the discussion, the complaint will become unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
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3 years ago
We reopened the complaint as per the casino's request. We received evidence from the casino suggesting that the amount in the player's account before the self-exclusion request came in was €1600. Since the player already received €800 back, there is €800 more to be paid. The casino agreed to pay this amount to the player.
Dear Stefan,
Please let me know when you receive your winnings.
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3 years ago
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I have not received any money. My account is closed. I can't pay it off. How exactly does the casino want to pay the money !? And when? Since the casino generally no longer answers me, communication becomes difficult for me. I like to give you a message when I see the money in my account.
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3 years ago
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The casino has now contacted me after another email from me. You want to withdraw in Bitcoin, although I have never used this method. I have sent my bank details, which the casino already has, again and asked for a transfer. Let's see when we will reply this time.
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3 years ago
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The casino stopped responding after I sent bank details. No payment has been confirmed, despite a clear inquiry as to whether it has been made.
I am also unable to withdraw money myself because the account is closed. I offered to open the account for the withdrawal
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3 years ago
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After a few days I have now received the information that my payment has been made and will be credited in the coming days. Thank you for the help without which the casino would have cheated on me. It is frightening that 24k only reacts after the negative rating. From my point of view, there was a conscious attempt to steal money. As I said, other providers in the group didn't give me any money back if I reported a gambling problem and then lost money. It is questionable whether the procedure is only to delete winnings. There remains an aftertaste. Thanks again for the effort Casinoguru!
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3 years ago
Hi Stefan,
Thanks for the update. I'm glad to hear that your withdrawal was approved. I recommend you keep in mind that a self-exclusion is only valid as soon as it's confirmed by the casino and you have to clearly express that the reason for it is a gambling problem. You can always submit a new complaint about any other casino. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
