The player from Italy had initially encountered issues accessing the casino website, which he had believed to be due to a breach. This had prevented him from withdrawing his 350€ or closing his account. The player had managed to access the site through a different device and had attempted to withdraw his winnings. The casino had requested additional documents for verification before processing the withdrawal. After some time, the casino had confirmed that the player's withdrawal had been approved and processed. The player had confirmed receipt of a 50€ withdrawal but had not confirmed if the entire 350€ was received. Despite the withdrawal, the player had still experienced difficulties accessing the site without using a VPN. The issue had been considered resolved by the player, but the full withdrawal amount was not confirmed.
24Slots Casino - Player unable to access the website to withdraw funds.
Amount: €350
24Slots Casino
Safety Index:Very lowPlayer stopped responding
REJECTED
Case summary
I registered with 24slots com/It a week ago, and there's about 350€ in my account, but as of today the site is no longer accessible from Italy. It seems to be due to a breach. All I want to do is withdraw my funds and close my account. However, I have no way of accessing the site or communicating with the casino to withdraw my money.
Dear robertoricotti,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to access the casino website with the German VPN (Virtual Private Network) and didn’t experience the same difficulties.
My only suggestion would be that this issue might be caused by playing on one device, not logging out properly and starting another session on a different device.
- Could you please advise if you’re experiencing difficulties accessing your account or the entire website seems to be offline?
- Was your account previously verified?
Looking forward to hearing from you.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Thanks for the information, actually if I access via wifi I can browse normally, but not from mobile devices. I'm now trying to make the withdrawal and will keep you updated on the outcome in the next few days. Hoping it goes well. I have correctly uploaded the requested documents but I still don't know if they will ask for further checks to process the withdrawal request. I hope not. I'll let you know. Thank you for your service so far. I will reply as soon as I have news. I sincerely hope that this platform is safe.
Hi robertoricotti,
I'm happy to hear that there was some progress. Please keep me informed about any further developments.
Thank you.
Dear robertoricotti,
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.
Good evening CasinoGuro. I still have no updates on this. However, I had contact with customer support who wanted more information on why I can't access the site. So far no solution has been found. For withdrawals, after a few days in which the withdrawal is "IN PROCESSING" they asked me for further documents. I'll send them to him tonight and we'll see. At the moment I would not recommend this site to a friend living in Italy. As soon as I have updates I will post them here. Hoping this happens as soon as possible
Thank you very much, robertoricotti, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
Dear robertoricotti,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 24Slots Casino representative to join this conversation.
Dear 24Slots Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
Dear Casino Guru,
The player's most recent withdrawal has been approved and processed. The user should be able to see the funds in their account.
Kind regards,
24Slots Casino Team
Good morning. I confirm, the €50 withdrawal has been credited, for other withdrawals they are asking me for photos of the card used for deposits. I think it's a fairly common practice. At the moment I can confirm that the casino seems reliable, however I have serious difficulties accessing their site both from mobile and WiFi. Only with VPN is this possible. Which is why I have currently suspended my activity on their site.
Thanks for your support, as far as I'm concerned the case can be considered solved
Dear robertoricotti,
Could you please confirm, if you have been able to withdraw the whole amount of 350€ ?
