The player from Austria had requested a withdrawal of €4,000 and received confirmation that his account was fully verified. However, he encountered a message requesting a payment receipt and found himself unable to access the casino. After multiple communications with the casino regarding withdrawal issues related to payment providers, the player was able to successfully withdraw his winnings. The issue was marked as resolved by the Complaints Team following confirmation of the successful transaction.
24Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €4,000
24Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Hello,
I requested a withdrawal of €4,000 yesterday! Customer support has confirmed to me several times that my account is fully verified (I have several screenshots of it)! Now I received a message saying I still need to upload the receipt for my last payment. I wanted to log in immediately and upload it, but I can't access the casino anymore! Please help me!
LG Vincent
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8 months ago
Dear vincmocha,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better, could you please provide more details regarding your situation? Here are some questions that will help us understand the issue further:
- Could you please send me a screenshot of the error you see when trying to log into your casino account?
- Have you contacted the casino customer support after you found out you could not access your account? If so, what was their reply?
- When exactly did you last have access to your account?
- Did you accumulate your winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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8 months ago
TranslationHello Veronica,
Thank you for your message.
There was a technical problem for all users yesterday. The site was offline for several hours. I played without bonus money. I've requested a withdrawal again. If it isn't in my account by Friday, I'll get back to you. Thank you.
Kind regards
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8 months ago
TranslationDear Veronika,
There's more information about my problem! The casino rejected my withdrawal a second time yesterday, allegedly because of problems with the payout provider (fixipay). After the cancellation, they asked me to withdraw again using fixipay! The live chat keeps saying different things. Yesterday, I was confirmed that the problem had been resolved, but today it hasn't been resolved (I have screenshots of all relevant chats). I find it very strange. What's the best way to proceed? It would be great if you could intervene. Thank you very much.
Kind regards
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8 months ago
TranslationDear Veronika,
Unfortunately, this whole problem continues.
The casino has been telling me for several days that there are problems with the payment system when making withdrawals. I was told that Fixipay is having problems and that I should use Mifinity to make the withdrawal, which would speed things up. Now I've been told that there are general problems with all bank transfers. I feel like my withdrawal is being artificially delayed. I have screenshots of all live chats. I'm asking for your help and to contact the casino.
Thank you.
Kind regards
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8 months ago
Thank you for keeping me updated. Please forward me all the communication between you and the casino customer support regarding this issue at veronika.f@casino.guru.
Also, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Have you made any successful withdrawals from this casino before?
- Could you kindly send me a screenshot of the payment methods you see in your profile available for withdrawal?
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8 months ago
TranslationHello Veronica,
I have sent you all the screenshots of the chats via email.
No, I haven't been informed of an alternative way to withdraw my winnings! The chat just keeps telling me to be patient and that the problem will hopefully be resolved soon. A chat agent told me it might be faster if I cancel my withdrawal with Fixipay and withdraw it with Mifinity (you can see all of this in the screenshots).
No, I haven't made a withdrawal from the casino before this one. I deposited approximately €3,500 and now want to withdraw €4,000.
Of course, I've attached a screenshot of the available withdrawal methods to the email. I've only ever deposited with Apple Pay and am fully verified. I would like to withdraw the money to my bank account.
Thanks.
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8 months ago
TranslationHello Veronica,
thank you very much for your help.
The money just arrived.
You can close the case!
Kind regards
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8 months ago
Dear vincmocha,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
