24Slots Casino - Player’s winnings have been reduced.

Hello, I got an email about 240%. Examined the terms on their site, and there it says 10x convert from bonus amount on the welcome bonus and 5x on the reload bonus. There is nothing about terms in the email. So then the terms on the page MUST apply. I managed to complete the bonus, but was only able to transfer 2x the bonus amount. I spoke to Chat and he couldn't answer why it was like that and came up with a lot of weird numbers. I have a screenshot of the entire chat log and terms. Need help solving this case.

Dear Hansenboss,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received a similar "special" bonus from the casino in the past? Were any specific terms included in the promotional offer that you obtained?

Could you please forward the original email (not a screenshot) to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, Sent you an email with a pdf of the promo email and information about this. Thanks for the help.

Thank you very much, Hansenboss, for the forwarded email:

I can see that no specific rules were included in the promotional email. I have checked the general bonus terms and conditions, on the website and this is what I found (here):

8.9.1. In case there are no specific welcome casino campaign terms, those will be limited with a maximum conversion amount of 10 times (10X) the bonus awarded from virtual funds to real money. Casino reload campaigns are limited with a maximum conversion amount of 5 times (5X) the bonus awarded from virtual funds to real money.

Could you please advise how much was the deposit that triggered the bonus? Have you received any similar reload bonuses from this casino in the past? Looking forward to hearing from you.

Hello, I made a deposit of NOK 279.71 (NOK). I also received a promo email about a 300% bonus. It says the same thing there, no information about conversion.

Thank you very much, Hansenboss, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Hansenboss,

I am so sorry to hear your winnings were reduced. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 24Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 24Slots Casino,

Could you please state why the player's winnings from the bonus were reduced to 2x the bonus amount?

Thank you in advance for providing the information.

Kind regards,

Stefan

Seems like Casino doesn't want to contribute to this case being resolved.

Hi everyone,

Hope that you are doing well.

We've been deeply investigating your case and you can find down below our decision:

We have found a technical error in the email that was sent to the player with the bonus and indeed no term and conditions were added; 

We have taken the necessary actions to prevent future issues like this.

As resolution of the complaint, the player will be compensated following term: 8.9.1. In case there are no specific welcome casino campaign terms, those will be limited with a maximum conversion amount of 10 times (10X) the bonus awarded from virtual funds to real money. Casino reload campaigns are limited with a maximum conversion amount of 5 times (5X) the bonus awarded from virtual funds to real money.

Since this is not a welcome offer, the rule on which the player will be compensated is 5 times the awarded bonus, the total conversion of this campaign is 3,356.50 NOK, the player will be compensated with the remainder of 1,739.78 NOK.

Best Regards,

24Slots

Hello,

Thank you for resolving the matter 24slots.

It will be nice if the complaint will be open until I can confirm that the money has been paid.

Dear 24Slots Casino,

Thank you for your response and the information provided.

Dear Hansenboss,

Please let us know once you receive the payment.

Kind regards,

Stefan

Hello, The withdrawal is still processed. Those on chat are not very helpful and cannot answer when it is done. 24slots when can I expect the withdrawal to be made?

Hello Casino guru team.

Payment is still pending. It has now been pending since 03/05. Chat says payout is ok and it should be sent out very soon. But can't give any more information. There is also nothing in their "terms" about processing time for payments. Would like a feedback from 24slots when I can expect to be paid out

Hello, You can close the complain. Money is paid out by the casino.

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.

Hello, You can close the complain. Money is paid out by the casino.

Dear Hansenboss,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan