24Slots Casino - Player's actual balance is incorrectly deemed as bonus money.

Amount: €408

24Slots Casino

Safety Index:Below average Submitted: 04 Mar 2024 | Case closed : 21 Mar 2024

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from Germany was experiencing difficulties with his balance being categorized as bonus money in the casino without his request or activation, which was preventing him from making further withdrawals. We had reached out to the player for further clarification and information about his issue. However, due to the player's lack of response to our inquiries, we were unable to proceed with the investigation. The complaint was therefore rejected.

Public

rene_berlin

Visitor

Public

1 month ago

OriginalTranslation

Hello,

I've been trying to reach a resolution with the provider for the past 4 days, but they either don't understand my problem, or they don't want to understand, effectively trying to deceive me intentionally.

The problem:

Without any apparent reason, my balance only appears as bonus money. I was credited with free spins which I never requested and never activated. I've also never claimed a bonus.

However, the casino insists I've been playing with bonus money, which isn't the case. Considering this, my last hope is that my amount becomes available again so I can withdraw my money.

For this reason, I can't make any further withdrawals! I feel cheated!

Automatic translation:

Public

Tomas

Complaint Specialist

Public

1 month ago

Dear rene_berlin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

Could you please explain where your winnings come from? Which games did you play?
When did you deposit in the casino and when did you notice a bonus was assigned to your account?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Public

Tomas

Complaint Specialist

Public

1 month ago

Dear rene_berlin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Public

Tomas

Complaint Specialist

Public

1 month ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.