24Play Casino - Player's complaint is delayed with no replies.

It has been over 4 weeks and they have stopped replying to emails .

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Play Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have been a player for a long time - years

my account has not been blocked and I never said it had been. I can access my account and talk to chat but receive no replies to any emails sent to support or the vip manager. The win was from a deposit with bonus which I have received withdrawals from them many times. This win was from slots and I played as I have always done to clear the wagering requirement. I have not been informed that there is an issue with the withdrawal just that they are swamped with withdrawals etc etc - this from the chat as support has been ignoring me and the manager email has now bounced back as not available anymore.

Thanks for the clarification.

Could you please share a screenshot of the withdrawal request with the status visible, if available, and your most recent communication with the casino regarding the issue to support your complaint?

Send the information to my email at tomas@casino.guru

Dear Stupido,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru