The player from Germany has been trying to close his account. Unfortunately, the enquiries were ignored. Player’s complaint has been resolved successfully.
24K Casino - Player’s attempts to block his account have been overlooked.
Amount: €200
24K Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Unfortunately, despite repeated requests, the provider did not close my account. I was able to deposit again today and now I cannot play any games because I am self excluded. But I can't pay out my money either. Mails remain unanswered. From my point of view, it is dubious that I am allowed to deposit money but not use it or withdraw it. I want the casino to refund the money. I can't use it after all.
Automatic translation:
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2 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I have checked terms and conditions on the website, and this is what I found (here):
„35. RESPONSIBLE GAMING/GAMBLING
35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@24kcasino.com."
Is this support@24kcasino.com the email address you have sent your emails to?
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
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2 years ago
Translation
Dear Petronela,
The provider informed me today that the money will be paid back as a refund. This solves the problem. Thank you for the effort!
Automatic translation:
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2 years ago
That's great news. The least I can do is to keep this case opened till your further confirmation regarding a successful refund. Please keep me informed.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Stefan, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
PS: Wishing you a happy new year.
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