The player from Finland registered at the casino and made a deposit of 20€, but the casino immediately blocked their account. They did not receive any response to their emails requesting a refund, despite waiting over 48 hours. The issue was resolved after the player provided the necessary information, and they eventually received their money back, although without any explanation from the casino. The complaint had been marked as 'resolved' by the Complaints Team.
24Casino - Player's account is closed.
Resolved
Our verdict
Case closed
Amount: €20
24Casino
Safety Index:HighCase summary
Discussion
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9 months ago
I registered and deposited 20€. Immediately casino blocked me. The money left my bank account.
i have tried e-mail them almost 48h and asked to return my money but haven’t got a single response. So they took my money and don’t answer me.
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9 months ago
Dear Jellu1,
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.
- Do I understand correctly that you didn't manage to place any bets?
- Did you pass the verification before you lost access to the account?
- Did you activate any bonuses on top of your deposit?
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,
Kristina
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9 months ago
No, i didn’t manage any bets. Immediately as i had deposited I was blocked.
no verivication and no activated bonuses.
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9 months ago
Thank you very much for your reply, Jellu1. Have you received any response from the casino in the meantime? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Could you please advise if you've provided all the required information for the casino to process the refund?
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9 months ago
Dear Jellu1,
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.
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8 months ago
Hi. I provided the info but got no response back. Maybe week or two later I got my money back but no explanation or sorries. But case closed, thanks.
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8 months ago
Dear Jellu1,
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,
Kristina
Casino.Guru
