The player from Germany reported that her money had turned into bonus money without activating a bonus, causing her to lose access after the page reloaded and her free spins disappeared. This had happened for the second time, with the first instance involving around 230 euros. The player sought a refund. The Complaints Team requested additional information and documents to investigate the issue but did not receive a timely response from the player. Consequently, the complaint was rejected due to lack of communication.
24Slots Casino - Player’s funds were converted without consent.
Amount: €130
24Slots Casino
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3.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
The casino has stolen my money for the second time, even though I never activated a bonus. This time, I have black-and-white proof.
I was playing normally, everything was fine, and suddenly free spins appeared. The page reloaded by itself, and the money turned into bonus money, with the free spins gone. This has never happened to me before.
This is a scam.
I want my money back.
This is the second time this has happened! The first time, it was a little over 230 euros.
Automatic translation:
Public
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5 months ago
Dear Jatho123,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced with the online casino.
To help us investigate your case more thoroughly, could you please provide the following information:
- The exact date and time when this incident occurred.
- Screenshots or any other form of proof you mentioned.
- Any correspondence or communication you had with the casino regarding the incident.
If you have any relevant communication or additional documents (including your game history), please forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Translation
It even says 01.06 Casino Bonus not activated. I just pressed quit when my money was suddenly converted into bonus money for the 100 free spins. I just deleted it but never activated it because I thought there might be an error and that's why the money was bonus money. And suddenly after that, all the money was gone.
This was all on 01.06 around 21:00-21:45
Edited
Automatic translation:
Public
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5 months ago
Hi Jatho123,
Is there any chance that you could request and forward your full game history to petronela.k@casino.guru?
Thank you so much.
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5 months ago
Hi Jatho123,
Could you please download or request your game history from the casino in a format other than screenshots? Arranging multiple screenshots for proper analysis is quite time-consuming, so a different format would be much appreciated.
Thank you.
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5 months ago
Dear Jatho123,
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.
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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
