i24Slots Casino - Player's withdrawal has been rejected.

Hello,

I had approximately 115 euros in my i24slots balance and requested a withdrawal. I did not use any bonus, verified my account with all necessary documents, and used my personal bank account. The funds were legally and legitimately obtained and deposited.

At a similar time, I requested self-exclusion in Megawin, one of your casinos.

My access to i24slots was also blocked, and my withdrawal of 115 euros was canceled for security reasons.

I have complained via email, but they refuse to release the funds, citing security reasons.

Dear porgomo2,

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 specify if you accumulated your winnings with or without a bonus?

What types of games did you play?

Have you passed the full KYC verification in this casino?

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

The earnings were without bonus.

Fully verified account with required documents.

I played some slots and plinko ball, exclusively.

Thanks for the prompt reply!

Could you please specify if you sent any bank statements to this casino for verification? Have all of your bank statements been approved and verified?

Please forward the aforementioned bank statements to me at veronika.f@casino.guru.

Thank you for your patience and cooperation.

Yes! The account was fully verified, the only thing is that I couldn't take screenshots in time. I am proceeding to send the statements.

Thank you very much, porgomo2, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello porgomo2,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I must mention a few things. While your previous self-exclusion in Megawin Casino should not directly have an effect on the circumstances in i24Slots Casino, it is quite common that when a player requests closer of their account in one casino due to self-exclusion, this measure is applied to all other casinos within the same casino group. Have you informed the casino about your gaming issue before you requested the withdrawal or after? Have you requested closure of your i24Slots account due to gambling issues? If so, when was that? Additionally, the casino support agent has mentioned suspicious activity, so I will contact the casino to shed more light on this matter.

We would like to invite i24Slots Casino to join the conversation.

Dear i24Slots Casino, 

Can you please provide us with clarification as to what suspicious activity was detected in relation to the player's account? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru including any supporting evidence. Thank you in advance.

The problem was communicated to Megawin before requesting the withdrawal at i24slots but, the withdrawal was confirmed before the account was closed at Megawin.

I have not requested to close my account at i24slots, obviously because I had outstanding money, I planned to do so after receiving it. I was directly denied access and disposal of my own funds.

Thank you for your understanding, best regards.

Problem solved, i24 slots has just given me back access to my account and I have just requested the withdrawal of the funds. Waiting to receive the money in the bank account.

Dear porgomo2,  

I consider this to be great news. I will await your confirmation of the funds' receipt, after which I will proceed to close this case as resolved.

Money received.

Dear porgomo2,

Thank you for your confirmation. I am pleased to hear that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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,

Michal

Casino Guru