24M Casino - Player’s deposit has never been credited to his casino account.

Hi team,

I made 2x £150 deposits into 24Monaco on 30/11. These funds debited my bank account under reference ‘GLOBAN’ but they never credited my account.

The casino initially acknowledged the error and said the payment provider would automatically return. This was nearly 3 weeks ago and the casino is now refusing to answer my emails with an update despite about 15 chasers.

My account was finally closed by the casino despite several attempts to do so over a period of 3 weeks citing gambling issues for my reason to wish to close the account... these efforts fell on death ears and I was able to continue to deposit funds into my account, leading to further financial loss to me.

i had also requested that my account was restricted to a £10 per week loss limit, this was ignored by the casino on multiple times as I had a balance of £10k+. I was putting in this in place to protect myself and as it was ignored I ultimately lost my winnings.

I have had nothing but a terrible experience with this casino and all I want now is my £300 back which has effectively been stolen by this casino and they should refund this immediately as it was deposited on their platform.

i have tried to upload pictures of the email trail but they will not upload. I can provide over email if that would help?

I hope you can help.

Best regards,

Jonathan

Dear Jonathan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied.

Could you please advise which payment method you have opted for and if you have contacted your payment provider? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi Petronela,

Thank you, the payment was a debit card and it had been previously accepted.

I would also like to complain about the failure to restrict and later close my account dispute multiple requests to do so. Even within emails sent regarding my missing deposits, I had also requested the account to be closed, this was ignored in their responses. The casino claims 24/7 support but actually ignores all responsible gambling requests that are raised.

I will forward email trails to email provided above shortly

Please forward emails or screenshots showing that you have sent requests for your account’s closure and personal limits? Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? Have you mentioned the gambling problem? Looking forward to hearing from you.

Hi Petronela, I have now forwarded all sent items. The received emails are below my responses. I have also provided an update on the missing funds.

Hi Petronela, you should also note that further requests to close or restrict my account were sent via the websites ‘live’ help but as these were ignored I was also emailing back to the emails that I had received a response from.

Many thanks

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

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino. Please, be aware that this casino is usually unresponsive to our messages.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Jonathan.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Best regards, Jozef

Casino.Guru