24Slots Casino - Player requests a refund due to delayed account closure.

Hello casino guru I have problem with slot 24. As I have open the account here and on 3rd of april I email them to close my account as I have gambling problem .. but they never close my account and today I lost 4380$ .. as they ignore my emails and never close my account it's been more then 2 months I email them but they didn't close my account ... So because of there negligence I lost 4380$ .. today as it's not my fault I already told them I have gambling problem but they never close my account ... I ask them to give my money back as I lost because of there negligence... As it's not my fault so can u plz look into the matter as I have all the screen shots and proof ...

Thanks will wait for ur reply

Dear sunnykuk82, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? Please include the casino's reply and all other evidence that could help us with the investigation. My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronica I just forward u email plz check

Thanks

Thank you very much, sunnykuk82, 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.

Thanks Veronika

Hello sunnykuk82,

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 refund request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello Michal I just want to update that today after u ask them to give explanation and refund my money they email me and close my account for 30 days .. only wen I clearly told them I have gambling problems.. so close my account forever... Since April after complaining they now close my account only for 30 days ...

Thanks I will be waiting for casino to reply to you and refund me my money

Thanks

Dear Michal,

We would like to inform you that the player's account has been excluded in accordance with our Terms & Conditions. Since the request was not submitted in the proper format, we have closed the account for 30 days. The player can extend this exclusion period after the 30 days expire.

Please be aware that sunnykuk82 contacted our support team on April 3, 2024, to request exclusion. He was redirected to our dedicated team at customercare@24slots.com to send an official email outlined in our terms, but only sent his request on June 8, 2024. There is a specialized team that handles these matters, and his request was promptly completed today, June 12, 2024. Since no deposits were made between his official request on June 8, 2024, and today, his refund request cannot be honored.

Kind regards.

24Slots Casino

Hello casino guru they are lying that they ask me to email on this customercare24 .. I showed you the email .. it is on there support team no one has informed me to email on that email.. if they would have email me back and inform me I would have done that right away but as u can see they r only doing these things .. because I have complaints about there casino and ask for refund and its there support team email were I told them to close my account beacuse of gambling problem and they had ignore my emails as i have email them 2 times .. now they doing all this because casino guru get involved and i complaint about there casino .. and ask for refund ... They totally ignore all my emails ...

Thanks

Hello Michal (casino guru) it's been few days I haven't heard anything wats going on in my case .. can u plz reply

Dear 24Slots Casino,

Thank you for your reply. I appreciate that you acted swiftly and (after a properly formatted request by the player) closed his account in 3 working days.

However, self-exclusion due to a gambling problem is considered a very serious issue, often times players are not in control of their actions. That's why we at Casino.Guru believe that the accounts of those players should be closed permanently, therefore self-exclusion for 30 days is not sufficient in this case.

Also casino guru they should return my 4300$ ... I have email them on there support email .. which is there legal email.. however if they know that I am not sending email on right email .. they would have email me back by saying plz email on other email. But no one had email me back .. they just ignore the emails ...this is not right there support team email is there legal email.. were live agents talk and help .. and they could have reply me back to email them back on another email..

However I email them 2 times and they have ignore my emails and they haven't reply me back.. I would get my money back

Thanks

Plz look into this again and also yes you are right they have to close my account permanently . Which they again taking chance for me to come back and play after 1 month..

Thanks

Dear Michal,

We have amended the player’s account status accordingly and already sent him an email confirmation.

Kind regards, 

24Slots Casino

Thank you, 24Slots Casino for the update.

Would you be able to send me the email that was sent to the player, redirecting him to the correct email address with the request that he made on April 3?

Dear sunnykuk82,

Due to the evidence I was able to review, it is clear that you did in fact receive the reply from the casino on the same day as you sent them the email about the self-exclusion, that being on the 3rd of April, in which they have redirected you to the correct email address.

You have decided to send your request to the correct email address months later, on the 8th of June. Then, the request was handled in an optimal timeframe, within 3 working days. That's why there is no refund to be made in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.