24Casino - Player's account has been closed unexpectedly.

I deposited 120e and 150e at the casino the first time I didn't choose a bonus but it was forcibly added to my balance. I played and then canceled the bonus balance. I deposited 150e and won 460e without any bonus at this point my account said that the account was confirmed. Surprisingly the account was deactivated. Customer service said that it was only temporary and the withdrawal would be made soon. At this point I sent all the documents and screenshots of casino transfers and winnings. Five days passed when I received a message that the administration had decided to close my account. They asked for exact payment information and account numbers. The message said that the money you deposited would be returned to you. After that I haven't received any contact. I demand the entire 460e even though they ended the customer relationship so the funds are mine. I need help with this because no one answers the email. You can't write to the live chat because it requires a deposit before opening it.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you received? Was it added to your deposit, or was it a free no-deposit bonus?
• How much of the wagering requirements had you completed when you decided to cancel the bonus?
• Did you receive any pop-up notifications or warnings informing you that your balance would be confiscated if you decided to cancel the bonus?
• Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru.

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