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

Hello, I sent a request for withdrawal of funds on May, 1. I checked terms of use attentively. I understand that casino can carry out an additional check of my account. I did not find information about time of check in terms therefore I have some questions.

Can I know the reason of additional check?

How long will you check my account? What is check stage now? If you do not know this information, I ask to give me contacts of department, which know.

What are additional documents I should to provide to accelerate check? I am ready to cooperate to accelerate process.

I am well competent with my rights as consumer of your services. I consider that the operator with good reputation have to carry out check in short time. My check lasts long time. I ask to deal with my problem as soon as possible.

Dear Sanya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win or if any discrepancies have surfaced. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino, however, three months is usually long period.  If there’s any relevant communication between you and the casino, please forward it together with your game history 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

Please make a request to the casino and find out the reason for the delay. I mailed you our correspondence

Thank you very much, Sanya, for forwarding all the relevant communication. Could you please confirm that you have sent requested picture to casino?

Hello, yes, I confirm that I sent requested picture to casino. I can't send you a screenshot from my account because it's blocked.

Dear Sanya,

Do I understand it correctly that you have been asked to provide the picture on June 7th and you sent it on July 23rd? 

Thanks, as per communication on another forum , we are looking into this now as have only just been notified.

Hello. Yeah, that's right. I provided the photo with a delay. But I have a good reason. I'm a soldier, I was on a business trip. We're not allowed to use camera phones when we're on a business trip. When I was able to use the camera phone, I immediately sent the photo.

Thank you very much, Sanya, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Dear 24k Casino team.

Please, could you react? Is there any additional solution for the player?

We have received further documentation from player and this is being assessed now

Hello Sanya.

Is there any new information about your case, please?

My communication with the casino in another forum has been closed, but the problem has not been resolved.

On September 2, I received a letter from the casino "I have looked into this account and can see that you were asked to provide source of funds documentation. This was not received in the time frame required so your account was closed."

I have not previously received from the casino a request for documents confirming my source of funds. I don't know what paperwork I have to provide. September 3, I asked the casino. What documents do I have to provide to complete verification? The casino didn't answer me.

Please contact the casino to clarify how I have to confirm the source of the funds? I am ready to cooperate and provide documents.

Dear 24k Casino team.

Please, could you react?

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

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Sanya.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the ADR and licensing authority of the casino . I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

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

One further piece of information relating to this case to be obtained. Update today.

Thanks for your patience,

24K

May - Account was suspended and KYC requested.

June - Advanced Anti-Fraud documents were requested and required within a timeframe , this did not happen.

July - Documents were received and approved

Player successfully withdrew $1,000 and then remaining $65.

Case is resolved this end.

Dear Sanya.

Please, could you confirm the casino statement?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your case got resolved.

Since we haven’t received any further response from the player regarding the issue, we consider the issue got resolved.

The player can reopen this complaint anytime.