24K Casino - Player’s struggling to withdraw her winnings.

Salve spettabile Casinò GURU, mi rivolgo a voi in quanto il casino' 24k non ha una chat dove poter essere assistiti istantaneamente, ho richiesto il prelievo di euro 300, ottenuti da deposito+ bonus, soddisfando i requisiti richiesti.

Grazie per l'attenzione, confido in voi .

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

Salve spettabile casinò GURU.

Grazie per avermi risposto, dunque ho cercato nel mio account l opzione invio documenti ma ne e sprovvisto, vado sul mio profilo e si possono vedere solo i dati personali registrati quando ho effettuato l iscrizione al casino', dopo di che non vi è possibilità di inserire carta d'identità ecc

Salve spettabile casinò GURU, vi informo che il casinò 24k mi ha chiuso l account perché un mio familiare anch'esso e iscritto al casino', quindi il mio deposito con la vincita mi e stato/a annullato/a

😡

Salve, e cmq potevano dirmelo al momento che stavo depositando!!

VOGLIO INDIETRO I MIEI SOLDI DEL DEPOSITO!!!

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?

Salve!

Si ho inviato l email a ufficio supporto, comunicando la mia richiesta di rimborso del mio deposito.

Grazie

PS spettabile Petronella, se lei mi dà un suo indirizzo e-mail le inoltro l'email che ho inviato , appunto.

Grazie

My email address is petronela.k@casino.guru. Thank you.

Salve, la ringrazio!!

Spettabile Petronella, le ho inviato l'email come da richiesta.

Grazie

Thank you very much, Stefy0, for your email. Could you please advise how much was your last deposit?

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.

Spettabile Petronela

Grazie infinite

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.

Spettabile Andrej la ringrazio per la sua disponibilità.

Casino Guru,

Thanks for bringing this to our attention, I have emailed across the supporting evidence of duplicate accounts.

Kind regards,

24K

Spettabile casinò 24k

Se un mio familiare anch'esso era già iscritto al casino'io non potevo certo saperlo!!!

Detto ciò, io non ho rubato a nessuno, ho giocato con i miei soldi!!

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.

Spettabile casinò GURU

Grazie di tutto!

Di certo non giocherò più al casino'24k.

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.