24K Casino - Player’s criticizing false advertisement of bonus.

24kcasino.com is acting shady and outright scamming with my rewards store purchase, 1 BTC, plus added difficulties and rude ignorance towards me to get my account balance of €20,000 paid out on top of that.

I played over 1000,000 loyalty points and redeemed with that their reward store prize: one physical bitcoin sent to my home address.

After making the claim for the prize, instead of congratulating/confirming the reward anyway which a follow-up email or such, they credited my account with only €50 and after that stayed silent even though I sent inquiries about how am I going to receive the reward.

After some days more they removed the 1 BTC for 1000,000 loyalty points reward from their reward store.

If I knew they cheat like this with the false claim of having such a reward option, I wouldn't have used my 1000,000 points for the useless €50, but instead of some other reward, or I wouldn't have played for so many points at all and lost thousands of euros to accumulate the points.

Even though this obviously seems 100% scam in which they used serious scale misleading as a weapon to hurt their customer like this - this isn't all!

After my several contact attempts, they finally replied, but only making up some new "rules" afterward (surprise, surprise), stories that my points would now suddenly be somehow only 5% worth because I played table games. (pathetic) But the funniest thing is that I didn't even play table games at all. I played video poker. (pathetic times one hundred)

Nevertheless, it's clear to anyone in their right mind that they are making up stories to avoid sending the reward for which I did a lot of playing, put time, effort, and above all lost lots of money before reaching there.

Furthermore, I hit one royal flush in the last meters before reaching 1000,000 loyalty points. My balance went over €20,000 and now they are only willing to pay me €3,000 right away and won't promise that I could get anything else in any timely manner, more exactly they leave the timetable totally open and unknown to me. They refuse to tell me anything about when I could even possibly receive the rest of my balance. They asked me to request the payout in smaller installments. They avoid answering straight to my any straight question.

24kcasino made a major scale step to a huge scam at the expense of their loyal customer. This is a serious case. I would really need help, thank you.

If 24kcasino denies that I ever had 1000,000 points, or that they ever had such a 1 BTC for 1000,000 points reward, or that I ever successfully bought the aforementioned reward, I have everything recorded in photos and videos starting from the actual moment of purchase and even before. I also have screenshots of their reward terms and conditions, everything recorded at the moment of my playing, and at the moment of the reward claim. I can send all this later to Casino Guru during this case if needed.

One more important point, I have proof also that I claim without a problem other rewards with my points, which I also accumulated only by playing video poker. That is a proof on top of everything that indeed the points counted just as much full as any to claim rewards, not only some ridiculous 5% how they try to stage their scam of non-payment with this particular bigger reward.

It's obvious that they try to avoid paying. 24kcasino needs to understand that they can't do this. If they do, the consequences to their business are massive. In that case, they are out - totally out of business to the curb if this scam plays on like this from their side. Outrageous.

Dear tmstms,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Loyalty section, and this is what I found https://www.24kcasino.com/en/profile/loyalty-level:

"How it Works

We have made it nice and simple for you, The more you play the more points you earn and the more levels you pass and the bigger rewards you get to purchase in the store. (bottom left in the menu of this page) There are 7 levels in total represented by gold nuggets the bigger the nugget the higher the level and better rewards which will include bigger cash bonuses, more free spins higher bet limits, higher maximum cashouts, lower wagering requirements until you get into the 24k King level in which you can change your points for huge prizes like a Ferrari or a large case of money!!!!

So when you start, every bet you make in euros (or equivalent currency) equals 1 point so say you deposit €50 and make 50 euros in bets that = 50 points, let’s say you win €150 from the €50 and re-bet the €150 .. you now have €50 + €150 in total bets = 200 points! Easy right?

Every time you level up by completing the number of experienced points required not only to you get access to bigger loyalty rewards but we also give you a secret bonus.

What Rewards do we have?

You will have to play and find out but one things for sure there’s enough to keep you loyal and make us your favourite casino to play at!., we have everything from bonuses, Free spins, lowered wagering, big bonuses, high value free spins, as the levels rise so do the prizes to include Vacations, Money, Cars and much much more!

How Are Games calculated for loyalty points?

As with regular bonuses each loyalty point has a % calculated depending on the game played.

Table games – Baccarat , Blackjack, Hi-Lo – 5% (except for games with Live Dealer)

Video Poker – 5%

Roulette, Poker – 5% (except for games with Live Dealer)

Slots – 100%"

Could you please forward supporting evidence along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

I have proof that they added that 5% rule now only after I already bought the 1 BTC reward with my points. This was the newest maneuver from their side to prevent me from getting the reward. That's how I see it.

Furthermore, I have proof that I have the 1000,000 points full and I'm making my purchase - everything successfully and with confirmation at the site and in my account statement. So no matter what, I had the points full, and that fact doesn't care about any 5% rule, since I got the 1000,000 full and that's it. If the 5% rule was there, I would have had 50,000 points, not 1000,000 at that point of my playing!

Furthermore, even more, I have extra proof - not only visual proof of their site - but also proof that shows in practice that the 5% rule didn't exist but only now recently (obviously):

I accumulated practically all my points with video poker in the past until now. I managed to claim and get without a problem _any other small reward_ that I bought in the rewards store without a problem! That time they never complained anything about the validity or 5% weight of my points! They never said that my points would have any less validity.

And let's be real and think with reason, what kind of casino would have points, but such points that some of them had a different value underneath than some other points!! And it wouldn't show anyway anywhere which points have which value! Come on, points are points! Crazy! No, if some game counts differently, then it shows in that, that those points just accumulate slower. That is how it goes in that case.

Of course, this is all acting and faking from their side. Pathetic. This is so obvious that it screams it out loud!

Only this big size reward, 1 BTC, caused them to act like this and base everything on this outrageous scam and lies.

They are also holding still €20,000+ my pure bonus-free balance in my account. I'm equally scared that they won't pay my withdrawals either anymore, now that I have exposed their scam. I sent inquiries about how I could get my balance paid out and in what schedule. A normal, fair casino would have given straight answers, but they avoided answering me.

I will send the proofs by email.

Thank you very much, tmstms, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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 tmstms.

I am sorry to hear about your troubles.

I checked all your videos, and I can't wait on the answer from the casino.

I would like to invite the casino representative into the case. Please explain to us what happened? Tmstms sent us a lot of evidence. I would like to know why instead of 1 BTC, he received €50.

@CasinoGuru.

Can you please supply us with said evidence.

Kind regards,

24K

Hi,

my intention is not to be anyway hostile towards 24K Casino, but only to stand up for my right not to be mistreated and misled. I only fight against scamming. I only want to protect the players' side. There's nothing personal and I only wish that 24K Casino was a fair site. If they were, I would only wish the best for their business.

But that said.

I just want to add a side-note that if I was a 24K Casino and I was running a lie and a scam I would exactly try to get to know all this evidence first so that I could keep my made-up story coherent and avoid exposing the lie.

If I was a straightforward, fair, and honest site, I would simply and easily explain the facts starting with the very basics.

Just now I tried to log into my 24kcasino.com account where I still have a 16,000+ EUR balance and I got a message:

Login error: User disabled

Dear casino representatives.

Before we reveal all that the player sent us, I would like to know from you what happened.

Could you please explain why the prize (physical bitcoin) was changed to a €50 voucher and what happened with the remaining balance on player's account?

I tried to contact 24K Casino straight also and ask about the reason for the sudden disablement of my account. No reply yet. Non-payment / confiscation of my bonus-free account balance would be pure theft.

This feels more than very childish and sick already. Never in my life did I experience such hostility over a simple reward prize claim which is normally accompanied by some kind of congratulation or at least happy confirmation.

If 24K Casino is willing to admit for example their financial difficulties to fulfil the loyalty point claims, even though misleading, I would be willing to show my goodwill and ignore the claim to the reward. I can meet in the middle and ask to return my 1000,000 loyalty points back to my account so that I can for example claim some cash or bonus rewards, which I could get worth thousands of euros for that amount of points.

One thing I won't accept is stealing the remaining account balance €16000+ just for some kind of childish retaliation because I spoke about this case publicly.

With regards to the bitcoin, all store prizes have to have a physical value or free spins, some prizes like phones, head phones btc etc do not as they are tangible products so a number is added for the system to work correctly in this case €50, it's irrelevant as all large prizes are first verified before they are sent.

The players complaint on the forum has actually drawn our attention, With the amount of money deposited it is impossible to win the bitcoin in such a short time based on the amount of deposits, games played unless there is cheating, collusion, a error or some type of fraud.

We have analysed this players gameplay and it shows a obvious sign of fraud exploiting a bug for fraudulent purposes claiming multiple bonuses and prizes that they are not entitled. This is also the reason the player recorded the exploit and would very much like a copy of the evidence. 24Kcasino and pretty much every online casino have never offered bonuses at 100% for Table games this is unheard of and the players gameplay (playing the same game over and over) shows that this blatant error was being exploited for his own benefit in which he is now using your platform to further this fraudulent practice.

As per our terms and conditions, Winnings and prizes

11.7 We may cancel or amend a Transaction due to Collusion, Cheating, Fraud and Criminal Activity, Errors or Omissions, as well because terms set out for Verification of Your Identity.

12.1.1.2 You may encounter system flaws, faults, errors or service interruption which will be dealt with in accordance with IT Failure as below;

13.5.1 "fraudulent practice" means any fraudulent activity engaged in by You or by any person acting on Your behalf or in collusion with You, and shall include, without limitation: (a) fraudulent charge-backs and rake-back activity; (b) the use by You or any other person who was participating in the same game as You at any time, of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds; (c) the collusion by You with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us); (d) any attempt to register false or misleading account information; and (e) any actual or attempted act by You which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

13.5.2 "criminal activity" shall include, without limitation, money laundering and any offence under any law or regulation in Your country, where you are playing from or where your IP has been registered; and

13.5.3 "unfair advantage" shall include, without limitation:

13.5.3.1 the exploitation of a fault, loophole or error in our or any third party’s software used by You in connection with the Services (including in respect of any game);

13.5.3.2 the use of third party software or analysis systems; or

13.5.3.3 The exploitation by You, of an Error as defined below, in any case either to Your advantage and/or to the disadvantage of us or others.

20. ERRORS OR OMISSIONS

20.1 A number of circumstances may arise where a bet or wager is accepted, or a payment is made, by us in error. A non-exhaustive list of such circumstances is as follows:

20.1.1 where we mis-state any odds or terms of a bet or gaming wager to You as a result of obvious error or omission in inputting the information or setting up a market, or as a result of a computer malfunction;

20.1.2 where we have made a ‘palpable error’. A palpable error occurs where:

20.1.2.1 in relation to bets placed prior to an event taking place, the prices/terms offered are materially different from those available in the general market; or

20.1.2.2 in relation to any event, the price/terms offered at the time the bet is placed are clearly incorrect given the probability of the event occurring;

20.1.3 where we have continued to accept bets on a market which should have been suspended, including where the relevant event is in progress (except where ‘in-running’ bets are accepted) or had already finished (sometimes referred to as ‘late bets’);

20.1.4 where an error has been made as a result of a Prohibited Practice;

20.1.5 where we should not have accepted, or have the right to cancel or re-settle, a bet pursuant to the Betting Rules (for example due to ‘Related Contingencies’);

20.1.6 where an error is made by us as to the amount of winnings/returns that are paid to You, including as a result of a manual or computer input error; or

20.1.7 where an error has been made by us as to the amount of free bets and/or bonuses that are credited to Your Account,

such circumstances being referred to as an "Error"

20.2 We reserve the right to:

20.2.1 correct any Error made on a bet placed and re-settle the same at the correct price or terms which were available or should have been available through the Operator (absent the publishing error) at the time that the bet was placed and the bet will be deemed to have taken place on the terms which were usual for that bet; or

20.2.2 where it is not reasonably practicable to correct and re-settle under 20.2.1 above, to declare the bet void and return Your stake into Your Account; or

20.2.3 in circumstances where the Error has resulted from a Prohibited Practice, to take the steps set out in there Terms of Use.

20.3 Any monies which are credited to Your Account, or paid to You as a result of an Error shall be deemed to be held by You on trust for us and shall be immediately repaid to us when a demand for payment is made by us to You. Where such circumstances exist, if You have monies in Your Account we may reclaim these monies from Your Account pursuant Terms of Use. We agree that we shall use all reasonable endeavours to detect any Errors and inform You of them as soon as reasonably practicable.

20.4 Neither we (including our employees or agents) nor our partners or suppliers shall be liable for any loss, including loss of winnings, that results from any Error by us or an error by You.

20.5 You shall inform us as soon as reasonably practicable should You become aware of any Error.

20.6 Where You have used monies which have been credited to Your Account or awarded to You as a result of an Error to place subsequent bets or play games, we may cancel such bets and/or withhold any winnings which You may have won with such monies, and if we have paid out on any such bets or gaming activities, such amounts shall be deemed to be held by You on trust for us and You shall immediately repay to us any such amounts when a demand for repayment is made by us to You.

This case seems to heat up. I'm known to be the calmest person, but I really have a hard time controlling my temper with this one.

How everything came about was that I happened to find 24kCasino.com site that had a lot of my favorite games. I checked through the reviews and the site looked reputable.

I opened an account. Soon I noticed they have very attractive rewards available. Most of all the 1 BTC for 1000,000 loyalty points was interesting knowing the value of 1 BTC nowadays.

I read through the terms carefully and also testest some games and how they count towards the points. I ended up playing my absolute favorite game, Jacks or Better video poker, because it counted 1 to 1. This all seemed such an awesome deal that I chose to play as fast as I could and as much as I could because I was all the time scared that this kind of once-in-a-lifetime deal wouldn't last for long on any site.

I played long hours regularly and I played with big stakes in such a high variance game. I risked a lot. On the way, I played a few bonuses first, but mainly I always played without any bonus (Playing with bonus didn't even count toward the points, so not a big deal to talk about playing with bonuses here). The bonuses I claimed were only minimal and mainly I just wanted to double-ensure that the deal for the 1 BTC reward was as good as presented on the site. And after playing some small cash bonuses claimed with points I was convinced that Jacks or Better video poker really was allowed 1:1 toward the points indeed.

When the 1000,000 was full, I was still cautious and recorded the claim just in case if 24kcasino.com turned out to be a fake or a scam site. I absolutely didn't believe that 24kcasino would turn out to be like this at that time. I did all the precaution measures just for the worst-case scenario.

Now it sadly seems that the worst happened, either

1.) 24kcasino.com scammed purposely with the rewards. They would have had an interest in doing so with the intention to lure customers with false promises.

or

2.) 24kcasino.com had overlooked their reward system/terms and left accidentally too good terms in force, which they actually didn't want to have. Plain and simple they screwed up promising too much.

It angers me that all the aforementioned action I had on the site gets 24kcasino.com actually calling me a fraud, but nevertheless, I will try to be as conciliatory as possible.

I'm not the enemy of yours at 24kcasino. I'm just a casino player. I'm not a fraudster, and I promise that I won't call you fraudsters anymore, even though how much I silently wanted it. I try to be constructive to solve this case, but I still want to be straight and spot whatever is untrue as I see it.

What I gathered from your answer to Casino Guru is that the main point you are accusing me is summarized in this:

"We have analysed this players gameplay and it shows a obvious sign of fraud exploiting a bug for fraudulent purposes claiming multiple bonuses and prizes that they are not entitled. This is also the reason the player recorded the exploit and would very much like a copy of the evidence. 24Kcasino and pretty much every online casino have never offered bonuses at 100% for Table games this is unheard of and the players gameplay (playing the same game over and over) shows that this blatant error was being exploited for his own benefit in which he is now using your platform to further this fraudulent practice."

I didn't see any bug at your site. I didn't exploit any bug because I couldn't even see any bug. Everything worked as normal. 

Then you say "claiming multiple bonuses"... The bonuses I played where minimal in all of my game action going toward the 1000,000 points. 

And what does it mean, "not entitled"? I don't understand that at all. I didn't know that I wasn't (supposedly) entitled to something? Why didn't anyone say at any point I wasn't entitled to something?

What nonsense this whole paragraph!

"This is also the reason the player recorded the exploit" Oh yes? Did I? What?!!! Ridiculous.

"24Kcasino and pretty much every online casino have never offered bonuses at 100% for Table games" 

I have played online for over 20 years and let me tell you, many sites have offered 100% counting bonuses for table games. And why are you talking about table games? Table games have nothing to do with this case.

Ok, that's about it. I just wanted to share these replies. No offense intended.

I may not like 24kcasino.com much after this, but I still wish the best for them provided that they correct their business practice to being honest and fair. If this 1 BTC reward was accidentally presented with too good terms, they could have contacted me about it, how about, right away after my claim? That could have been a good start.

I have still €16,000+ balance in my account at their site disabled. I want to withdraw that.

Dear casino representative, regarding your last post: Please send to me all relevant evidence + player's game log/deposit/bonus history to matej@casino.guru 

Thanks.

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’.

24kcasino.com seems to be in a difficult position because they have lied about too many things already even in this chat. Showing my log/deposit/bonus history would expose the truth, and it seems that that's not in their interest.

I don't really understand why they act like this. Two reasons I can only think of: they just don't care (about their business either) or they are really incompetent to run a casino on top of being fraudsters. And I didn't even want to call them that word anymore, but nothing seems to help. Being nice, being constructive and conciliatory doesn't seem to help.

Still, personally, I would be willing to overlook all their behaviour, show goodwill and understanding. I wouldn't even care that they false truth and accused me of things I didn't do. I understand that this case has severely damaged their image as a site, which wasn't my intention at all. I apologize for that. I just need to ask: whose fault was it?

I would be perfectly ok to only receive my bonus-play-free winnings, about €16000. Then they can forget me forever. I can forget them. I don't really care about the rewards prize anymore.

If they wouldn't pay my remaining balance for some weird reason, I guess the only right way to proceed would be to report them to the law enforcement and/or to the right officials at least to revoke their gaming licence.

But still, I believe that they will come to their senses and reply in a couple of days here in this complaint thread. 🙂 Because it would be absolutely the stupidest thing to throw away a business just like this.

I am sorry, Tmstms.

I didn't receive any information from the casino.

I would recommend you contacting the licensing authority.

Please write to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name (your first name, your last name and the middle name if you have it)

your country of residence

your age

2) Complaint body must include:

casino name (to mention its license number would be even better - License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach to the email files:

 (screenshot images or email correspondence + link on this complaint and the video how you claim the prize) that prove you have already tried to resolve the problem with the casino.

Let me know when you submit the complaint to the licensing authority.

Thank you for the details Matej Novota. I will update my letter to the licencing authority here soon.

Just now I also noticed more details on how 24kcasino.com is possibly playing their game to avoid the upcoming business closure. They seem to have changed their licence in the middle of this complaint as following (copy-paste from their terms and conditions May 19, 2021)

"Operator" means Group of companies – Until April 30, 2021 the 24kcasino.com shall be jointly operated by SGS International Ltd., 3 Chytron street, Flat/Office 301, 1075, Nicosia, Cyprus, registration no. HE395812, SG International LP, with its registered address Suite 1 4 Queen Street, Edinburgh, United Kingdom, EH2 1JE, registration No. SL023302, and SG International N.V., which is registered in Heelsumstraat 51 E-Commerce Park, Curacao, registration No. 137028 and having a gaming licence No.8048/JAZZ2015-035

Starting from May 1, 2021 the website shall be jointly operated by REDFLOW MEDIA LIMITED, which is registered in Chytron 3, Flat/Office 301, 1075, Nicosia, Cyprus registration number HE417191, and PHOENIX MEDIA TECH B.V., which is registered in Rooi Catootje 88, Curacao, registration No. 155907 and having a gaming licence No.8048/JAZ2020-072;

This may be a trick. Please, be aware.

Dear Sir/Madam,

as instructed by Casino.Guru -website, I contact you with the following information:

1.) My personal information:xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

2.) 24kcasino.com license information is attached below. My 24kcasino.com login email is xxxxxxxxxxxxxxxx

The reason for requesting this cease and desist / gaming licence cancellation is 24kcasino.com's refusal to pay my account balance approx. €16,000, plus various other fraudulent activities as explained in the case thread below.

The casino has no valid reason - nor has it even tried to present any valid reason - for the confiscation of my account balance.

24kcasino.com has been given plenty of time and opportunities to defend and clarify their side of the case, but they have persistently refused to communicate.

The case details:

https://casino.guru/24k-casino-player-s-criticizing-false-advertisement

Kind regards,

xxxxxxxxxxxx

Thank you tmstms for an update.

I will close the complaint with a status waiting for the regulator's decision.

Please let me know when you will receive a final answer from the regulator. (matej@casino.guru)

Please be patient - the regulators are these months overflow with complaints and waiting for the answer may be time-consuming.

Hello tmstms.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Hi,

sadly there was no response from the regulator to my message back then and ever since. I sent my email with all the evidence on Wed, May 19, 2021, already.

It seems that at the moment the casino site isn't functioning so at least some progress towards justice happened, but seems that I was so unlucky being a victim of their scam and I have accepted my faith. I think the trick they used to scam was the classic: promising too good to be true. Then using a player's ample interest to chase the big prize as a trap to commit the victim/player investing big, time and deposits.

I honestly don't know if I have any chance to ever get even my account balance back.

Could you please forward me the email you wrote to the regulator?

Now the regulators in Curacao are trying to do their best because there is a planned legislation change. Maybe you can ask the regulator again what happened with your complaint. (but before that, I want to check if the complaint is formally ok)

Now I forwarded my letter to the regulator for you to see: matej@casino.guru 

Thanks,

Formally the message is correct, and the regulator should react. Please send the regulator one more email where you ask what happened with the original complaint.

Meanwhile I would like to ask the casino to confirm if the regulator contacted them in this matter.

Ok, thank you for checking. I will send a follow-up inquiry to the regulator now.

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’ which may negatively affect its rating.

Hello tmstms.

I am sorry, but it looks like the 24K Casino is non-responsive. I checked your case again, and while we understand that technical or human errors happen, we strongly disagree with how the casino solved this issue regarding the loyalty points. Another thing is the remaining balance.

Could you please tell me what happened with the remaining balance on your account? Were you able to withdraw it?

Dear tmstms,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi!

I wrote there years ago in this case: "I have still €16,000+ balance in my account at their site disabled. I want to withdraw that."

I lost this balance, the casino closed my account and never let me withdraw it.

I can only remember a communication with the casino where they stated something in the direction that: "Because I started this public complaint they will confiscate my balance, if I didn't start to complain publicly, they may have considered paying me something..." I hope I still remember correctly, but I have no interest in going back to the conversations the check the details about it.

I greatly appreciate your, casino.guru, endeavor to find a resolution to this case, but it seems to me that the casino, nor the regulator is interested in responding. 24kcasino.com seemed to have ceased their operation anyway, maybe the owners changed to run a new site with a new name who knows? This was more or less a hit-and-run robbery, one kind of trick and thievery. I think there is no need to continue talking about it, I'm way too traumatized by how much loss, misery, and stress this incident caused.

Dear tmstms,

I completely understand you and I don't want to prolong this case any longer. From our point of view, the casino acted inappropriately, and if there was a mistake or error on the website, they should communicate this with an apology and understanding. Keeping your real balance is unacceptable.

Because of that, we have decided to close this case as justified.