24Slots Casino - Player has issues with unresponsive customer service.

Issues with payment,

The customer service is not responding.

Dear Artemka,

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? 
• Were your winnings accumulated with or without an active bonus? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

My account is verified

They don't answer me

I don't know because I wasn't told

My winnings were accumulated without an active bonus

Written in anticipation

Now they just canceled my payment without explanation.

Thank you very much, Artemka, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Artemka,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 24Slots Casino,

Could you possibly provide additional information regarding the payment request and also the customer service availability and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal, and Artemka,

Thank you for reaching us out! 

We have investigated the matter in query, and we would like to let you know that as outlined in our terms, each and every withdrawal goes through individual and detailed check, meaning that we might also need further details/documents. 

Please note, that the user has been contacted by our relevant team in order to provide us with additional documents, as soon as the requested documents are provided in the proper as per the guidelines in the email format, the relevant team will proceed further with the check. 

It is also worth mentioning that our chat support is available 24/7, and is always ready to help with any request or concern that our users may have.

Thank you in advance for your patience and understanding! 

Kind regards,

24Slots Casino Team 

Thank you 24Slots Casino for explaining the situation.

Dear Artemka,

Please proceed as per the casino's instructions by providing them with the necessary documents so your withdrawal can be processed. Please keep us updated here in the thread.

I have sent all the data and am awaiting further action from the casino.

Dear 24Slots Casino,

Please let us know of any updates. We look forward to hearing from you.

Money came

thanks for the help

Dear Artemka,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru