The player from Greece is experiencing difficulties withdrawing their winnings due to ongoing verification. We closed the complaint as 'unresolved' because the casino failed to reply.
24K Casino - Player’s struggling to complete the account verification.
Black points: 251
Amount: €350
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
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
9 months ago
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2 years ago
Translation
Good evening. I created an account and I am trying to withdraw my winnings as they do not accept my identification. They do not approve my Greek identity. There is no driver's license or passport available. Please help me.
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2 years ago
Dear tsaknakek,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Good evening again they rejected my withdrawal telling me that I have a duplicate account which is not valid I do not even understand what they mean. Also if my withdrawal is not accepted then the amount I deposited will be returned to me. I do not understand the reason why I can not withdraw My money .They tell me that I violated Article 13 .I have submitted that the requested item was accepted and the only problem is that I violated this article which I do not even know about the violation .I would like to sue the casino .I claim my winnings. I wasted time to be able to turn the required amount. Thank you
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2 years ago
Translation
Additional comments from the player:
"Good evening, I have withdrawn and verified you at the 24k casino and they do not accept my Greek identity card. I do not have any other document, diploma or passport. Can you help me? What can I send?"
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2 years ago
Thank you, tsaknakek, for your reply. I have checked the general terms and conditions and article 13 is very vague and without any further explanation from the casino, we won't be able to proceed. However, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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2 years ago
Translation
Good evening, no member of my family has opened and my email has not been used by anyone else. I have sent all my documents and even a selfie with my ID. I want to proceed with the complaint. Or open the subject again. I received from the first deposit and my active bonus which I had circulated as required. Then I provided all the supporting documents. The answer I received is that I accept a penalty because I violated Article 13 rule.
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2 years ago
Thank you very much, tsaknakek, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.
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2 years ago
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Thank you very much I look forward to hearing from you!
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2 years ago
Hello tsaknakek,
I will assist you with the complaint from now on. I would like to ask the representatives of 24K Casino to join the discussion in order to help us resolve the issue.
24k casino,
Could you explain why the ID wasn't accepted as a valid document and based on what information you came to the conclusion that article 13 of your terms and conditions were breached? Please provide us with a detailed explanation. Your cooperation is greatly appreciated!
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2 years ago
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, we will close the complaint as ‘unresolved’.
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2 years ago
Dear tsaknakek,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
