The player from Germany had an issue with 24Slots Casino where he had turned €2000 into €11000. However, due to a severe gambling addiction, he had requested for account closure multiple times to prevent further gambling. Despite numerous email exchanges, his account was not blocked and he ended up gambling away all his winnings. There were also issues withdrawing money from sports betting. The player had sought a substantial refund. The casino maintained that the player had not met withdrawal requirements and failed to provide necessary verification documents. They also claimed that the player's self-exclusion request was handled within the designated timeframe. We found that the casino had taken too long to process the self-exclusion request, but since no deposits were made during this period, there were no refunds to be made. The complaint was rejected due to these reasons.
24Slots Casino - Player's complaint about account block and refund request.
Amount: €10,900
24Slots Casino
Safety Index:Below averageOther
REJECTED
Case summary
Hello,
I have several concerns for which I'm requesting a refund from the casino. Let's start: I turned €2000 into about €11000. Considering I've had a problem here before and ended up gambling all my money away, I immediately asked to have my account blocked via Support Chat on the 2nd of March, when I won the amount. The support representative, to my dismay considering the history I shared about money loss, suggested I should reach out via email. I did that immediately on the same day. However, the email bounced back due to some sort of error, probably because the support provided me with the wrong email address. I reported back to the support team, but they informed me that they weren't responsible for this particular case and gave me another email address. My account still wasn’t blocked. Several times thereafter, I pleaded with them to block my account as I have a severe gambling addiction and knew how this was going to end. Their only response was their standard message, recommending, once again, to contact them via email. This cycle took forever and, eventually, it all went too late - the damage had already been done and I lost not just €6000, but the other €5000 already in the payout process. I was then informed that I had to get myself identified at a notary's office, even after providing a photo of myself holding my ID, a bank statement, pictures of my ID including front and back, etc - just the usual stuff. Ten days later, the money was credited back into my account and I had to start the whole process over again. Long story short, I gambled away the remaining €5000 as well. Despite my requests, my account was not blocked, my funds were not secured, etc. I also was not able to cash out my money from a sports bet, despite having requested it immediately as it appeared - and that for five times consecutively with different amounts. Every time, the message was "please contact support" etc. I firmly believe that I've been treated unfairly multiple times here and, therefore, I’m seeking for a compromise and demand at least a substantial part of the money back.
Thank you for the help!
I have further attachments, if necessary, saved as photos on my phone. However, I believe all of this can be substantiated by 24Slots. I'm just trying to stand up for my rights and I don't feel that I have been treated rightly.
Best,
Timo
Hello timorupprecht26,
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 when was the first time you mentioned gambling addiction to the casino? Did you ever mention it in e-mail to them? Would it be possible to forward those e-mails to nikolas.b@casino.guru?
Please keep in mind that many online casinos have outsourced live chats so they can do no action on your casino account that's why it is crucial to contact the e-mail support which you can always find on their website: https://24slots.com/pages/contact-us
Looking forward to your answer.
Regards,
Nick
Hello,
I spoke about it on March 2nd, really right after I made the profits. So nothing happened for a long time and that is of course a death sentence, as even their terms and conditions state that this is completed with the greatest care and for gambling addicts every second counts. I forwarded the email, I thought it was clear and couldn't be understood any other way. Even if the live chat is more known for outsourcing, that doesn't change the fact that in my opinion they should also bear a certain responsibility and listen to my application. Thanks for the quick reply!
Hello timorupprecht26,
Please forward the requested information from my previous post to nikolas.b@casino.guru.
Hello timorupprecht26,
Can you please clarify from which e-mail address did you forward it as I could not find any e-mail from the address you're using here.
T imo.rupprecht26@gmail.com , should actually be stored here too.
Thank you timorupprecht26 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello timorupprecht26,
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 self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Dear Michal,
Thank you for reaching out to us.
Upon reviewing the player's account activity, the withdrawal request made on the 1st of March 2024 did not meet the necessary rollover requirements outlined in our Terms & Conditions. (https://24slots.com/pages/terms-and-conditions)
Furthermore, the player requested a new withdrawal on the 2nd of March 2024 and as a part of our standard security procedures and due to certain suspicious regarding his betting behavior, we requested additional verification documents from the player, including notarized identity identification, in accordance with section 7.3.17 of our Terms & Conditions, which the player did not provide.
As you mentioned, the player solely reached out to us through chat and didn't make any inquiries to our designated email address at support@24slots.com so we can address his concerns. Our contact information is available at his discretion at the bottom of the website in the Contact Us section. (https://24slots.com/pages/contact-us)
Regarding his request for self-exclusion, he contacted our specialized team through email at customercare@24slots.com. After a thorough review by the appropriate department, his account was excluded within the designated timeframe according to our procedures. The player received an email confirmation once the account was no longer active.
Please bear in mind that there is a technical timeframe required to process the request since there is a dedicated team that manually reviews each case.
Feel free to reach out to us for any future queries.
Kind regards,
24Slots Casino Team
A lot could and did happen during this period. I would like to know where exactly it says that there is a technical period for self-exclusion. As soon as I know, either the player himself must have the opportunity to do this or it must be carried out within a few days or at least the credit must be blocked upon request. In my opinion, this excuse of a technical period is invalid under German law. This is a type of illness, namely an addiction, and the player's request should be responded to very quickly. Since neither worked, I am forced to insist on at least a partial repayment and, if necessary, have this confirmed in court by my lawyer.
Dear timorupprecht26,
Could you please specify when exactly did you ask for a self-exclusion due to a gambling problem, and when was your account actually closed following your request?
Hello,
The request first came on March 2nd, 2024 and I was ultimately blocked on March 15th, 2024. But the child has already fallen into the well and in my opinion that is far too late. As a casino site that promotes being fair and taking care of players with such concerns, they should have blocked at least the credit earlier and therefore much faster. If you have a real gambling addiction, it is not helpful to make the player wait that long. I also contacted chat support several times and didn't get any real answers that would help me. I think there should be an alternative where you can exclude yourself or something similar. In the meantime, support has already replied to me by email and I don't see it as a big effort to block the account. That's why I suspect it was delayed because right after I gambled away the money, I was suddenly blocked.
LG
Timo
Thank you timorupprecht26 for the explanation.
Dear 24Slots Casino,
Could you tell me when exactly did you receive the self-exclusion request? Also, can you confirm that the player was self-excluded successfully on the 15th of March?
Hello Michal,
The relevant team received an official request by the Player on the 5th of March, which was handled within the designated timeframe and the account was officially closed on the 15th.
Furthermore, as we take responsible gambling cases seriously, please note that before he even submitted his official e-mail request as per procedure, our chat support offered to stop his casino and betting access, which he did not accept.
It is necessary to clarify that during the period of pending self-exclusion, the player takes sole responsibility for any account activity. Our support team is available 24/7 where the player can seek assistance regarding account limitations.
Kind Regards,
24Slots Casino Team
I never received the offer, that's a blatant lie. The chat support always told me that there is a department for this and that I should please contact the email provided and that it could take a while. What's that supposed to mean? Apparently the colleague in the chat also gave me a wrong email, which is why you supposedly only received it on March 5th. Also look at the logs again, the colleague sent me the email " customarecare@24slots.com ". I'm of the opinion that I can't do anything about it, since this customercare email is NOT on the website but only the support email, which, according to the employee in the chat, I shouldn't contact for such inquiries but rather the one above provided email. I know that you have the logs for the chats where this was said. Then please provide the logs here 🙂. Again: The first request went out to me on March 2nd at 11:07 p.m. German time , both with the wrong email AND with the chat support, which did NOT offer me any help! Why are you lying here? The evidence is factually proven, I also forwarded the email to the previous Casino Guru employee, and he also sees that that it is March 2nd. 13 days to block an account is far too long, as already mentioned. I would like to ask you to correct the statement, because I don't have to accept that. On the topic of chat support offers support: The Chat support always gave me some ready-made answers that had nothing to do with my query. That's why I can't leave the statement with "support" as it is. LG
Dear timorupprecht26,
I see where you are coming from. Could you tell us how much have you deposited from march 2nd to March 15th?
Dear Michael,
I initially deposited €2000, played my way up to around €10900 and then from around March 9th (I can't remember exactly, please let 24Slots correct me if necessary) I lost the first ~€6000 and then a few days later the remaining €5000. As far as I know, this was all about a week after I had already asked the support chat for help several times via live chat, including a week after I had written the first support ticket.
I therefore feel that I have the right to claim back at least part of my losses, as this is in no way a case of 24Slots treating me fairly. No compromises were ever made via live chat, but I was always told that I had to wait BUT not how long exactly I had to wait. There were always only very vague answers and, as mentioned, I got ready-made answers to precise questions, no matter how often I asked different people in the live chat.
I would be lying if I hadn't done my best to avoid this situation, but 24Slots didn't cooperate at all. If 24Slots had blocked my account as requested, or frozen my balance, or something else, it would never have come to this and I hold 24Slots fully responsible because a person with a serious addiction doesn't know what they're doing and in my opinion should be treated accordingly when they're begging and pleading, and I find the way 24Slots is handling this absolutely inhumane. After all, in my opinion, I did everything as correctly as possible to defuse this bomb and I feel that 24Slots did everything to make me lose the money again.
I described exactly how it would work and that's how it happened and I lost a lot of what I would have won otherwise. I'm just hoping for a little courage from 24Slots to solve this case.
Best regards
Timo
Dear 24Slots Casino,
I understand that the manual review of self-exclusion requests happens in a certain timeframe. It can not happen instantly. However, gambling addiction is a serious problem and it happens quite often that the players are not in control of their actions. That's why this needs to be approached with utmost care and priority and with the goal of making gambling safer for those kinds of players.
With that being said, I think 10 days (in this case, 7 working days) is a very long period to process a self-exclusion request. The player should be entitled to refunds of at least a part of his deposits made during this time. Would you be able to send me a log with all the player's deposits during this period? Please send all the relevant information to michal.v@casino.guru. I will be looking forward to hearing from you.
Thank you for the quick reply. I am of the opinion that the money won should also be included here, not just the money deposited. In my opinion, the money won is also my property, as I have deliberately put my bets at risk time and again. Please take this into account in the evaluation.
Best regards
Timo
Dear Casino Guru,
There are no deposits for the period 05.03.2024 - 15.03.2024.
Kind regards,
24Slots Casino Team
I think that in order to make sense of the whole thing, you have to look at the "money lost" in that period. That's when things look very different. Because, nevertheless, the money I won is my own money. And, as mentioned above, this value is just under €11,000 in total. I deposited the money, then made profits and so as not to lose them, I asked for self-exclusion. 24Slots, please confirm for Casino Guru that I won €11,000 from the original deposit of €2,000 and then only lost it several working days later, especially several days after the first request for self-exclusion. I'll let the first €6,000 go through, 24Slots had less than 7 working days, but for the rest there was more than enough time in between.
Best regards
Timo
Dear timorupprecht26,
I understand your point of view. However, in situations like this, our opinion is that when we are talking about gambling addiction, the casinos should not profit from these players by not closing their accounts and making them deposit more and more money.
But the same thing goes for the players, they shouldn't profit from casinos by getting their already played-in money back just because they asked for a self-exclusion. They should only get back a refund of the money they have deposited, and nothing more.
Since, in your case, there were no deposits made in the designated timeframe, there are no refunds to be made. I hope you understand and I am sorry we could not help you anymore.
Would you consider the case to be resolved in this way?
I don't quite understand. Why should I request a self-exclusion without having deposited any money? I deposited money, but as far as I know, on March 2nd. But as I already mentioned, I was able to win with it. As far as I'm concerned, the winnings are excluded there, I understand the argument. However, I deposited money anyway and I also let them know early enough that I would like my account to be blocked. I deposited €2000 on March 2nd, 2024 at 00:07. I also have the transfer documents. And shortly after that, I made a big win and didn't want to lose it because of my gambling addiction. I also lost my own money that I had deposited previously, i.e. the €2000, and did not withdraw it. That's why I think it's appropriate that I at least get this money back. Please confirm to 24Slots that I deposited this money on that day. This would resolve the issue for me, assuming I get the refund, as I have asked support for this several times, as I mentioned, but my account has not been affected. Thank you.
Best regards
Timo
Dear timorupprecht26,
Let me try to explain the situation in more detail. In a perfect world, self-exclusion requests would be sorted out right away, ideally on the day they were made. However, the whole self-exclusion process takes a certain amount of time, mainly because each and every self-exclusion request must be sorted out manually, case by case, to make sure everything is in order and the players who really need the help will get it. That is why we at Casino.Guru believe that the casinos should have a certain amount of time to be able to complete the self-exclusion process.
In this case, the whole process took 8 working days, which we consider too long. I would strongly advise the casino to up their game when it comes to completing the requests in a timeframe that would be acceptable for both the casino and the players.
However, with that being said, in this case, there is simply no refund to be made. Even if we take the 2nd of March as the date you successfully asked for self-exclusion, by making the deposit on the same day you asked for self-exclusion basically created a situation where the casino is not able to refund you this money because, at that time, they did not have enough time to go through your request and to qualify you as a player with a gambling problem.
I can also see people misusing this system (if it actually worked according to your reasoning) like this: a person asks for self-exclusion, deposits a large amount on the same day, wins big, then proceeds to lose both the winnings and the deposit as well, but thanks to the "safeguard" in the form of self-exclusion request he had made previously, he can claim that he should be refunded.
Self-exclusion should serve as a tool for helping players who are not in control of their actions, and who can not stop depositing. Even after days (in case their account is not closed by then) they keep depositing more and more. Those are the cases where we do consider refunding these players should be obligatory because they actually let the casino know that they have a gambling problem and they are not in control of their spending habits, showcased by the amount and the frequency of depositing even after requesting self-exclusion.
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.
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