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

I have account from 1 year on this casino and I never have a problem with deposits and withdraws, but from 2 months when I try to login I see this error: User disabled... I write them many email and try to contact with them, but I don't receive any answer from them.

Dear LinkinPark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

My account is verified.

I played slots.

I don't have active bonus.

I don't have communication with them, because I never receive answer from them.

Thank you very much, LinkinPark, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, LinkinPark,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 24K Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 24K Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Dear LinkinPark,

I was in contact with a casino representative and was given the following information:

• The casino recently changed its owner/management
• It should not have affected players' accounts, but it has, and all accounts are currently temporarily disabled
• The casino's website should be fully available soon

Unfortunately, I do not have more details regarding this process, but I was provided with another relevant contact. Currently, I am waiting for a response from this contact.

Now I am extending the timer once again and will be waiting for a reply. Please, let's stay patient and positive. I will inform you as soon as I have any updates. However, we should also count on an option that no one will contact me back.

Thank you for your understanding.

Dear LinkinPark,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not 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 that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

In case you have any news regarding your issue, please let me know at branislav.b@casino.guru.

I wish I could be of more help.

Best regards,

Branislav, Casino.Guru