The player from Hesse faced withdrawal issues after their account was marked as fraud without explanation. They experienced significant delays and a lack of communication from customer support, with ongoing complications related to wagering requirements and account verification since September 15. The Complaints Team made multiple attempts to contact the casino for updates but received no response. Due to the casino's lack of cooperation and absence of a valid license, the complaint was marked as 'unresolved', and the player was advised that the unresolved status might impact the casino's rating.
Bet24Star Casino - Player's account has been closed for alleged fraud.
Black points: 109
Amount: €277
Bet24Star Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
Bet24Star Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 months ago
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2 months ago
Translation
As I found out, the casino was closed under this name due to fraud! Supposedly, as the support team says, the entire crew has been renewed, which I don't believe, but it doesn't matter. I was called by support from a London number; I accepted their offer and deposited, I think, €25, and received a bonus. After about 3 hours, I asked how much more I had to wager, and they told me €3053. No problem, I said, but somehow it seemed odd to me. Then, about 6 or 7 hours later, I asked again because my luck was going great, and I was betting over €1 for some hours. The support agent, Gregory, told me I still needed to wager €3053 after 10 hours of playing. Naturally, I was furious. I told him that couldn't be right and made it clear that I had been playing for over 10 hours. Gregory's responses became less frequent, with replies coming every 1 to 2 hours. So, I got tired of waiting and wrote to him, asking what was going on, but received no response. I then asked if I could keep playing while they checked it out. He replied exactly as he did before, after 2 hours and 30 minutes, saying, "No, do not continue playing." But by then, my chat window was already closed without me noticing. I responded that I would definitely finish the wagering requirement, estimating that I had wagered €5009, and wrote to the finance department. They responded immediately, saying, "We need to have your account checked by the technical team." I agreed, but they mentioned that a colleague had instructed me not to continue playing, which I had done anyway. This is where the fraud starts. I sent my documents twice, via chat and email. That was on 15.09.2024, and since then, I haven't received a response. At one point, I pretended to be someone else, and they entered the chat with my name but not otherwise. I asked if they were trying to cheat me and why the wagering calculator wasn't being fixed. They said my account is still under review - almost 3 weeks with no progress - and my account status remains set to fraud without any further communication.
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2 months ago
Dear lagermeister,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet24Star Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly your account is currently blocked and the status of your account is displayed as 'fraud'? Could you please share a screenshot of the situation?
- What games did you play while wagering the bonus? (which slots, live games, betting on sports)
- 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
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2 months ago
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I have to thank!
I would like to clarify that my account has not been blocked, but I and my verification are simply being ignored by support and the finance department. I have had a few chats and recently deleted them because I didn't want to hear from them anymore and my complaint was rejected. I can remove the chats from the trash again. I will look into it and add it here.
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2 months ago
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I hope you are happy with what I sent you.
You can see that there is no reaction from the casino and I still have a few chats but that is enough. I would ask you to support me with this complaint. I remember that this casino was closed and when it reopened they told me that the team had been completely renewed and that they did so by phone from London. I asked them to visit me in the chat to see what they suggested and so on. Monoka is the only woman in the team as far as I can tell, but they see it as just a matter of time before the casino is tainted with fraud again. As I have noticed, the new trick used by some casinos is the betting counter, I call it that.
Because I don't know what it's called, but you can see that the betting counter can be influenced in my example, which I sent you in the screenshot.
You could also call it a turnover counter. You play to work the turnover down as quickly as possible by betting on slot games and then you put it back up again as you want and when you want.
Greetings to all .
warehouse manager!!!
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2 months ago
Thank you very much, lagermeister, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello lagermeister,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your dissatisfaction with the waiting period, the casino has the authority to examine the gameplay of all players if any discrepancies arise, and this investigation can sometimes be lengthy. While I recognize that this waiting period may be frustrating, it is an essential part of our standard procedures. I will contact the casino to shed more light on this matter.
We would like to invite Bet24Star Casino to join the conversation.
Dear Bet24Star Casino,
I understand that reviewing a player's gameplay can be a time-consuming process. However, could you kindly provide us with any updates regarding the status of the player's account? It would be helpful if the player verification could continue while the IT team investigates the issue of the player's gameplay not being reflected in the wagering requirements.
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2 months ago
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.
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2 months ago
Translation
I got a short answer!
I asked the casino to contact me again, but since nothing came for a long time, I told them clearly that I would ensure that the reopening was closed down as a fraudulent casino. I think I hit a nerve with the casino and got the answer - I don't want to lie but that's how it was - that they would prove to me that they had told me not to play. I then said that they should take a stand with Casino Guru, which they didn't do. I checked my account and it's still the same as it was before, which means they don't care about it.
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2 months ago
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Michal, can I pass the request on to the casino personally via chat?
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2 months ago
Dear lagermeister,
Of course, you can turn to the casino team anytime you want. Unfortunately, I have yet to receive a response from them; however, I will persist in my attempts to get in touch.
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2 months ago
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Here you can see the current account page, although I have been betting 1 euro for at least 10 hours and a few hours in between, my account is still at 3053 euros turnover. Exactly 4 weeks ago. In this time brand new casinos are created, which means that this casino cannot even regulate my bets or does not want to. I would like to add that the total turnover is 3200 euros, very important!!!
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2 months ago
Dear lagermeister,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
