The player from Italy was experiencing difficulties withdrawing her funds. Later, it became clear she was accused of having created multiple accounts in the casino. The casino provided sufficient evidence to prove the claim. The complaint was rejected as 'unjustified'.
24K Casino - Player’s struggling to withdraw her winnings.
Amount: €300
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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
3 years ago
Translation
Hello Dear GURU Casino, I turn to you as the 24k casino does not have a chat where you can be assisted instantly, I requested a withdrawal of 300 euros, obtained from deposit + bonus, satisfying the required requirements.
Thanks for your attention, I trust you.
Automatic translation:
Public
Public
3 years ago
Dear Stefy0,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hello Dear GURU Casino.
Thank you for replying, so I searched my account for the option to send documents but it does not have it, I go to my profile and you can only see the personal data recorded when I signed up to the casino, after which there is no possibility of insert identity card etc.
Automatic translation:
Public
Public
3 years ago
Translation
Hello Dear GURU casino, I inform you that the 24k casino has closed my account because a family member of mine is also registered with the casino, so my deposit with the winnings has been canceled.
Automatic translation:
Public
Public
3 years ago
Translation
Hi, and anyway they could tell me when I was depositing !!
I WANT MY DEPOSIT MONEY BACK !!!
Automatic translation:
Public
Public
3 years ago
Please understand that the majority of casinos allow only one account per IP address, home address, device, household.
Could you please advise if you have tried communicating a possibility of a refund with the casino directly?
Public
Public
3 years ago
Translation
Greetings!
Yes, I sent the email to the support office, communicating my request for a refund of my deposit.
Thanks
Automatic translation:
Public
Public
3 years ago
Translation
PS Dear Petronella, if you give me your e-mail address, I will forward the e-mail I sent, in fact.
Thanks
Automatic translation:
Public
Public
3 years ago
Translation
Dear Petronella, I have sent you the email as requested.
Thanks
Automatic translation:
Public
Public
3 years ago
Thank you very much, Stefy0, for your email. Could you please advise how much was your last deposit?
Public
Public
3 years ago
Thank you very much, Stefy0, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
Public
Public
3 years ago
Dear Stefy0,
I apologize for the delayed response. I looked at your complaint as well as the forwarded e-mail and I understand the situation. I’ll contact the casino and try my best to resolve the issue.
I would like to invite 24K Casino to join this conversation and participate in the resolution of Stefy0’s complaint.
Dear 24K Casino team,
You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.
Public
Public
3 years ago
Translation
Dear Andrej, thank you for your availability.
Automatic translation:
Public
Public
3 years ago
Casino Guru,
Thanks for bringing this to our attention, I have emailed across the supporting evidence of duplicate accounts.
Kind regards,
24K
Public
Public
3 years ago
Translation
Respectable 24k casino
If a family member of mine was already registered in the casino, I certainly couldn't know !!!
Having said that, I didn't steal from anyone, I played with my money !!
Automatic translation:
Public
Public
3 years ago
Thank you, 24K Casino, for providing the requested information.
Dear Stefy0,
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. The casino has provided sufficient evidence proving their claims, namely your breach of the Terms and Conditions by creating multiple accounts.
As you might know, creating multiple accounts is considered a serious violation of the Terms and Conditions, therefore, we consider the decision of the casino to be justified in this case.
In case you are not satisfied with our decision, I can recommend you to file an official complaint with the casino’s Licensing Authority, although I believe their ruling will not differ from ours. Please let me know if you decide to do so and our assistance is needed.
Public
Public
3 years ago
Translation
Dear GURU casino
Thanks for everything!
I will certainly not play 24k casino anymore.
Automatic translation:
Public
Public
3 years ago
Thank you, Stefy0, for your understanding.
As explained earlier, we will now close this complaint as ‘rejected’.
I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.
