HomeComplaints24Slots Casino - Player's account closure request was ignored despite significant losses.

24Slots Casino - Player's account closure request was ignored despite significant losses.

Amount: €22,823

24Slots Casino
Safety Index:Very low
Submitted: 24 Jul 2024 | Case closed : 14 Oct 2024
Case closed Our verdict

Other

REJECTED

Case summary

2 weeks ago

The player from Germany had requested account closure on June 12, 2024, after losing over €10,000, but the casino had ignored the request and offered a bonus instead. After losing an additional €20,000 in a month, the player reiterated the closure request on July 12, 2024, which was also ignored. The player had demanded the casino refund the losses totaling €22,823.19 due to a failure in player protection. The Complaints Team had closed the complaint as ‘unresolved’ due to the casino's lack of response. Subsequently, after further investigation, the case had been closed as rejected due to signs of evidence alteration and the regulator's decision in favor of the casino.

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3 months ago

24Slots.com completely ignores player protection!


I sent my VIP manager Katrin B. a message on June 12, 2024 to close my account because I lost over €10,000 in a week.

However, Ms. B. didn't close my account, but instead promised me a new bonus!

After I lost over €20,000 again in one month, I asked Ms. B. again on July 12, 2024 to delete my account! This request was also completely ignored by Ms. B.!


THIS PROCEDURE IS ABSOLUTELY AGAINST THE PROTECTION OF AN ADDICTED PLAYER!


Therefore, it is the casino's duty to pay me back my losses after June 12th, 2024!

We're talking about €22,823.19!

Edited by a Casino Guru admin
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3 months ago

Dear Misterx113, 

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? My email address is veronika.l@casino.guru

Thank you very much in advance. 

Best regards, 

Veronika

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3 months ago
Translation

I have sent you the requested documents by email.

Automatic translation:
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3 months ago

Thank you for your emails. Please forward me the original email (not a screenshot) from 13 June along with the casino's reply if there was any at veronika.l@casino.guru.

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3 months ago
Translation

I forwarded you the original email. There was no reply. As you can see from the transaction overview, I deposited huge amounts of money again from June 16th.

Automatic translation:
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3 months ago

Thank you very much, Misterx113, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

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3 months ago

Dear Misterx113,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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2 months ago

We would like to ask the 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’ which may negatively affect its rating.

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2 months ago
Translation

The evidence is clear! The casino does not respond to emails nor does the casino respond here!

Absolute fraud!

Casino Guru what can we do?

Automatic translation:
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2 months ago

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 Misterx113,

I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Be aware that the 24Slots Casino is currently without a valid license and has a low safety index on our site. 

If you have any questions or need further assistance, please let me know.

Best regards, Jozef



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2 months ago

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.



Dear 24Slots Casino team, 

Could you provide some context for the situation, please?

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2 months ago

Dear Jozef,


We have forwarded additional information regarding this case and want to share some of it here as well. This issue has also been discussed and handled with a separate entity.


With that entity after a thorough investigation it was proven that the indications provided by the Player were service-related only and the case was handled accordingly. Therefore, there is no basis for a refund.

Kind Regards,

24Slots Casino Team

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2 months ago

Dear Misterx113,

Could you please share your communication with the ADR and their decision?

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2 months ago
Translation

Hello, the email from Gaming-Cuaracao is an absolute joke.

The reasoning and the decision as well.

I'll be happy to forward the email to you. Where should I send it?

Automatic translation:
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1 month ago

You can forward it to my email address below.

jozef.k@casino.guru

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1 month ago
Translation

I sent it to you by email

Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago

Dear 24Slots Casino team,


May I kindly ask you to respond to the evidence provided below? Do you suggest that it was altered?



This is EN translation:



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1 month ago

We would like to ask the 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’ which may negatively affect its rating.

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1 month ago

Dear Jozef,


As per your request, we have forwarded the relevant information directly to you.


Kind Regards,

24Slots Casino Team

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1 month ago

Dear 24Slots Casino team,


I confirmed receiving it, and I have requested further specifications.

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3 weeks ago

We are extending the timer by 7 days.

Edited by a Casino Guru admin
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2 weeks ago

Dear Misterx113,


I confirm that I have received relevant evidence from the casino team. Unfortunately, I have noticed possible signs of alteration. Additionally, since the regulator has decided in favor of the casino team, I must close this case as rejected


Best regards, Jozef

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