24Casino - Player's withdrawal has been delayed and account closed.

I've been trying to withdraw money from my account for over five days, and I've had several failed attempts. First, they made me upload more documents even though my account was already verified, which I did. Then, they rejected my withdrawal again, supposedly due to problems with my bank, even though I haven't had any issues withdrawing from this platform. The version for my country doesn't ask for much account information, which is wrong; without that information, you can't make a withdrawal. On top of that, today I checked my transaction history because I was sure I had withdrawn there before, and I was surprised to find that previous withdrawals had been rejected, but not to my checking account, but to accounts I don't have a bank account for, meaning they weren't made by me. It's good that they couldn't withdraw, but it makes me doubt the casino's security, so I decided to close my account.

The emails I receive explaining why the withdrawal was rejected don't provide any further details, and when I speak to the chat team, they simply refer me to other departments from which I receive no response. This not only seems opaque for a casino but is also very irritating.

I hope you can resolve my case and allow me to get my money back (note, it wasn't played with bonuses) and close my account.

I am extremely disappointed

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Dear Franca1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your situation.

Please understand that, unfortunately, we do not handle cases related to cybercrime or stolen banking details. If your personal or payment information was misused by another person, this matter falls primarily under the jurisdiction of your bank and the police authorities. As a mediation service, we do not have the legal authority or investigative resources to identify or prosecute the individual responsible.

However, in order to better understand the circumstances surrounding your issue with the casino, I would like to ask you a few questions:

• Could you please confirm the exact date when you requested your withdrawal?
• What documents were you asked to provide for verification, and were you informed that they had been approved?
• Aside from the issue regarding your bank account, did the casino provide any other explanation for rejecting your withdrawals?
• Could you also forward any communication you had with the casino regarding the previous deposits or payments allegedly made by another person?

I hope we will be able to gather enough information to better assess the situation. Thank you very much in advance for your cooperation and reply.

Best regards,

Petra

Hello

To verify my account, they asked me for bank statements and proof of address, which I had already done to verify the account. That's not the problem; the problem was what continued to happen.

After my first withdrawal attempt failed, they told me my bank was having a problem with the documents. I called my bank, and they said they weren't having any issues. Then they insisted there might have been a typo in the account number, to which I again replied that there wasn't, the account number was correct. I tried withdrawing with another bank account, but this was rejected almost immediately. They told me to wait for the team to contact me, but they only contacted me to say there had been an error that they had fixed and that this time it would work. I tried to withdraw again, and again the withdrawal failed, and the funds were returned to my account. Yesterday, I manually sent my account details exactly as requested for the transfer so they could make the deposit, but there's still no update.

I've been trying to contact their chat support for a week now, and they just keep repeating, "The support center will contact you." Yesterday, I decided to request the closure of my account because I no longer trust this casino. There's no way to contact someone who can actually help resolve anything. The casino says they'll close it once the funds are withdrawn. But this could take months, as they haven't told me how much longer I have to wait for this to be resolved. Also, I couldn't correct it properly, but the amount in dispute is 400,000 CLP, not 40,000.

Thank you for your reply and for providing the previous details, Franca1988.

• Have you accumulated your winnings with or without an active bonus?
• What was the last withdrawal transaction you attempted, and which withdrawal method were you trying to use?
• Could you please elaborate on the issue regarding the cybercrime incident and the transfer of your money to an unknown receiver? Also, which country are you attempting to withdraw the funds to?
• Could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to: petra.h@casino.guru, or you may post your screenshots directly in the forum thread.

Thank you again for your cooperation.

Hi!

I sent you the last communication in an Email directly. Nothing has changed, I don’t have my money, they won’t explain much other than having some problems with the provider.

On the case of cybersecurity my concern was that someone had took over when I don’t used my account. I manually checked on my deposits with my bank statements, and checked they were mine but the withdrawals the name of the bank were wrong as I tell you before, I don’t even own an account in those banks, I don’t know why and quite frankly to this point I don’t care.

Those withdrawals were rejected though, so this was not the first problem with this casino. I travel a lot so I am an ocasional player, and making memory this withdrawal issue happened before, never could get my money then, I spent it in the same platform after not receiving any response back. In total they have rejected withdrawing money of 700.000 clp or more, counting this heinous process that I am waiting for.

If someone is thinking on opening an account in this casino don’t do it, good page, great games but the withdrawal process and delays are horrible.

Dear Franca1988

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Yesterday I received an email saying I should try alternative payment methods. I tried with another checking account I haven't used in years because it was the last bank where I could receive payments. Today I woke up to find the transaction rejected. I opened a crypto account since that's the only other option in this case. Then I contacted an agent who told me I can't withdraw with crypto and that we're not at that stage yet. They also don't accept Neteller, Wise, or other similar accounts, so I'm incredibly frustrated and disappointed. My first withdrawal attempt was on May 18th; it's now June 2nd.

They're asking me to wait patiently for them to provide some kind of solution. Well, it seems I'll have to sit and wait because it's been two weeks already and they haven't given me a solution or any information whatsoever. This money is bonus-free; it was played with a deposit.

Dear Franca1988,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 24Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 24Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Franca1988,

Thank you for raising.

I can see this case has since been resolved. Please see summary below.

• All withdrawals were approved and processed on our side
• We experienced ongoing issues with the Payment Provider who was processing these transactions
• Issue was raised immediately on our side to the Payment Provider as this technical issue had to be fixed by them. We chased this issue regularly and pushed for them to fix the issue
• Due to the long time waiting for technical issue to be fixed, we agreed to send funds via Bank Transfer manually
• Funds have since been sent and proof of this transaction was provided to you as soon as these were sent

If you require any further information please let me know!

Dear Franca1988,

could you please confirm whether you have successfully received all of the funds mentioned by the casino?

If everything has been paid and received correctly, please let me know so that I can close this complaint accordingly.

I will wait for your confirmation.

Hello

To this day I have not received the funds; a manual transfer was made to me and I am waiting for the money to arrive in my account.

I will notify you if there are any updates.

Dear Franca1988,

Thanks for getting back to us.

I can see that you have also contacted Customer Support stating that your bank rejected the funds. In this case we need to escalate to the finance team to retrieve the funds back, then find the best solution to get the funds to you.

Our Customer Support team is handling all the above now and will email you once we have a resolution.

Thank you

Hello everyone,

thank you for the update.

Dear 24Casino,

thank you for the clarification. Please keep us informed once your Finance team has completed the review and you have identified a new solution for transferring the funds to the player.

I will wait for your next update.

The transfer was finally completed, and I received my funds after a month of back-and-forth emails.

I closed my account with this casino

Dear Franca1988,

Very pleased to hear that the funds arrived. I apologise for the delay and can confirm this was due to technical issues with the payment provider, then your bank rejected the manual transfer, so I am really pleased we managed to find a solution here.

Kind regards

Hello everyone,

thank you for the updates.

Dear Casino,

thank you for your cooperation throughout this complaint and for helping to resolve the matter.

Dear Franca1988,

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,

Samuel

Casino Guru