24K Casino - Pelaajan yritykset estää hänen tilinsä on jäänyt huomiotta.

Unfortunately, despite repeated requests, the provider did not close my account. I was able to deposit again today and now I cannot play any games because I am self excluded. But I can't pay out my money either. Mails remain unanswered. From my point of view, it is dubious that I am allowed to deposit money but not use it or withdraw it. I want the casino to refund the money. I can't use it after all.

Leider hat der Anbieter, trotz mehrmaliger Aufforderung, mein Konto nicht geschlossen. Ich konnte auch heute wieder einzahlen und kann nun aber keine Spiele nutzen, da ich self excluded bin. Mein Geld kann ich aber auch nicht auszahlen. Mails bleiben unbeantwortet. Aus meiner Sicht ist es unseriös, dass ich Geld einzahlen aber nicht verwenden oder auszahlen darf. Ich will, dass das Casino das Geld erstattet. Ich kann es schließlich nicht nutzen.

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked terms and conditions on the website, and this is what I found (here):

„35. RESPONSIBLE GAMING/GAMBLING

35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@24kcasino.com."

Is this support@24kcasino.com the email address you have sent your emails to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

The provider informed me today that the money will be paid back as a refund. This solves the problem. Thank you for the effort!

Liebe Petronela,

der Anbieter hat mir heute mitgeteilt, dass das Geld als refund zurückgezahlt wird. Damit ist das Problem behoben. Vielen Dank für die Mühe!

That's great news. The least I can do is to keep this case opened till your further confirmation regarding a successful refund. Please keep me informed.

Is reimbursed

Ist erstattet

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Stefan, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: Wishing you a happy new year.