24M Casino - Player has been experiencing technical difficulties.

I recently joined 24monaco casino & I've been playing microgaming's 'burning desire' So far every single bonus has underpaid. I first noticed it on my second deposit with them, the game short changed me by £31 on 2 bonuses so i complained then threatened to close my account & they actually refunded me £31. It then happened again on a much grander scale. Yes i know you'll be thinking "why on earth keep playing" You'll be well aware that anyone thats on these sites has a problem, any Curacao sites are generally scum & will scam you for every penny but the problem gamblers break & open accounts with them. This is the first non Gamstop site thats had microgaming, my favourite game provider & particularly Burning Desire, one of my all time favourites... so i played on & the bonus paid out wrong everytime, despite contacting 24monaco each & every time this happened, providing them with dates & times & then eventually providing them with bet ids which i painstakingly done by going through my account statements & copying each id that resembled a bonus payment, this tool me hrs. I pointed out to them some ids might not be bonuses but at least 12 out of the 16 bet id numbers i sent them were 100% bonuses & they've ignored my pleas to investigate this issue. This is despite being instructed to supply them with dates & times & bet ids. I've deposited nearly £600 with 24monaco so far & i believe i was short changed by the burning desire bonus for nearly £300. Any advise or info would be greatly appreciated. Many thanks. Graeme.

Dear Graeme,

Thank you for submitting your complaint and for forwarding the sessions IDs. I’m very sorry to hear about your bad experience. Please, could you forward the screenshots and any relevant communication between you and the casino to my email address petronela.k@casino.guru?  

Do I understand it correctly that due to technical issues the payouts were not calculated correctly?

I will then contact the casino and ask them for their standpoint. Thank you very much in advance for your reply.

Best regards,

Petronela

Yes every bonus was calculated uncorrectly. For instance one bonus i hit, the balance was actually going up & down when the bonus wins were being added? You see, with 'Burning desire' the money gets added on as you play the bonus, not one lump sum at the end of the bonus. I think the worst bonus to underpay me was around £67. They have no live chat so as these bonuses were occurring, i was angrily coming out the game (which i hate) especially if your running hot & informing them the date & time of these under paid amounts. I was immediately going back into the game in a frenzy. Thankfully by accident i came across how to retrieve bet ids, excuse my ignorance but i didn't know how to retrieve them! I even asked 24monaco how do i attain the bet ids & there was no response or help from them. This isnt my fist rodeo concerning Curacao sites & making complaints, as i said i'm a problem gambler who orbits toward these sites when times are hard. I only came upon you guys lastnight by pure chance & thought "i still have the bet ids" 24Monaco stopped all contact with me over a week ago after i threatened to complain to an ADR, again i was ignorant to them not being governed by such a body. I have gave them £600 of my money, about £150 was played on 'Olympian gods' another game that was nothing but losses but getting away from that, the game Burning Desire is either a pirated version or its got some severe technical glitches. Thanks for getting back. I don't have high expectations as 2 of the bonuses stuck in my head on the 9th of Sept, one at 10pm (UK time) & another at 10.17pm (UK time) & i couldn't find the bet ids on my account statement? So i don't know if the whole thing is fixed? You start to kinda give up concerning these Casinos, i've fought my corner so many times. Many thanks for trying. Graeme.

Thank you very much, Graeme, for your reply. 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 Graeme.

In this situation I will first contact the Microgaming just to be sure that we are talking about legal games.

Cheers Matej.

Still we didn't get any official response from Microgaming but after careful examination I believe that the games are fake copies of Microgaming games.

I would like to invite the casino representatives into the discussion and let them explain the strange behaviour of the games.

That will be fine but i don't think you'll get anywhere. This is a casino you contact via their customer support email (no live chat) on a Fri night & they get back to you on the Monday afternoon.

We would like to ask the 24Monaco 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’.

As i thought Matej, they're just another scummy casino robbing people blind. I wouldnt waste your time mate. I might as well set fire to my money. Everyone of these non Gamstop sites con you, they're games are all suspect, they're RTP is non existent, customer service is either couldnt care less or just ignoring you. People say join Gamstop, it will help you. I done the maximum 5 years with them & its the worst decision i've ever made. I have joined all these Curacao casinos & lost thousands, possibly tens of thousands. People out there, who are desperate to spin & thinking of joining any of these so called Non Gamstop casinos please take my advise, EVERYONE of them will con you. They have dodgy games, dodgy RTP, dodgy customer service & they will NEVER pay. I have yet to withdraw from a single site in the 2 years into my Gamstop programme. Joining Gamstop has just made me resort to signing up with all these sites & systematically lose my money. They are run by crooks. Each & every site offers you huge bonuses with unbeatable wagering, some as high as ×75, they also have so much rules woven into their t&c's that your certain to break one & get your money confiscated & account closed. So called Non Gamstop casino sites "Alpha solutions, Vega, WG casino, 765 casino, Prism marketing, VG casinos" AVOID at all costs. In fact any sites in the lists under "Non Gamstop casino sites" i have joined them all & they're all crooks. At least before i enrolled with Gamstop, i was actually winning from time to time & enjoying playing the slots & withdrawing half decent amounts. Yes it started to get the better of me & i became a problem gambler so i joined Gamstop for the maximum term but i made a rash decision, i had been spinning for nearly 18hrs, i was sleep deprived, lost alot of money & i was far too hasty, i immediatly regretted my decision. Once you join Gamstop you can't go back, its set in stone & i still have 3 years left. I have joined all Non gamstop sites in the hope that one is decent... but they're all scum. Its the last time i do this. I need to rebuild my life & move on. Cheers for trying to help anyway.

I am very sorry, Graeme; they are non-responsive.

I completely understand you. The rating of this casino speaks for itself. Not all of Curacao/non Gamstop casinos are bad, just please check them on our website or multiple websites before you decide to play again.

Unfortunatelly in your case, we can publish your complaint as a warning to other players and give some more black points to this casino. I am one more time sorry that we were unable to help you more.