The player from Lower Saxony used a welcome bonus at a casino and won €2500. However, only €160 was transferred as per the casino's bonus withdrawal limit policy, resulting in disappointment and the player's decision to avoid the casino. The complaint was rejected as the player received his bonus from a 3rd party streamer which we have no access to such bonus conditions.
24Slots Casino - Player disappointed due to bonus withdrawal limit.
Amount: €2,340
24Slots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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8 months ago
Translation
I used the welcome bonus and had €2500 after the bonus was implemented. Unfortunately, only €160 of the €2500 was transferred to me as real money. When I inquired in chat, I was informed that the bonus had a withdrawal limit of x2 of the bonus. It's probably my own fault for not reading the terms and conditions beforehand, but I did not expect that there would be a max cashout of just x2. Perhaps this lures players to make an initial deposit due to the 200% bonus, but it certainly does not secure any loyal players. For me, it was a huge disappointment and I will definitely avoid this casino for now.
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8 months ago
Hello Robhood,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 24Slots Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Were there any bonus conditions mentioned when you claimed the bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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8 months ago
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Hello, I deposited there for the first time and was not verified before. I've been verified since last night. Bonus conditions were sent to me via link in live chat
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8 months ago
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Addendum: I'm probably not verified yet
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8 months ago
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When I complained to the streamer that there was a max cashout of x2, he said to me there was no max cashout on the first deposit. Thus, limiting the bonus from around €2550 to €160 would be unlawful.
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8 months ago
Hello Robhood,
Did you create a screenshot of those terms by any chance? Do I understand it correctly that the bonus was from a streamer and not a bonus directly from the casino website?
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8 months ago
Translation
Exactly. I found the casino through a streamer who re-promoted it. There is also no maxcashout for the streamers, but please read the terms and conditions yourself. I then asked in LiveChat if you would add the bonus to me. However, the live chat apparently credited me with another "standard bonus", which also has 200% but probably just x2 maxcashout. I hope I wrote it clearly this time.
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8 months ago
Hello Robhood,
In such cases, you will have to contact the 3rd party where you got your bonus from - streamer in this case. Unfortunately we can't intervene in such cases as they have different conditions which we have no access to and if any issue occurs, the streamer is responsible to deal with.
Please contact the site/streamer where you got the bonus from so they can handle with the misunderstanding between the bonuses as we will be forced to reject the complaint.
Also if you accepted the bonus the casino gave you, and you used and played with it, from that point it is not possible to reverse. If you will ever experience such problem, you will have to contact the casino right away before even touching any balance as once you use it, you accept it terms.
Wish you best luck resolving it.
Regards,
Nick
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