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Damn it…..

I've had 667 pending for over 2 weeks.

You couldn't resolve it because one deposit was from Klarna for 50 euros.

All others were on the same card.

Ugh, never play here. !

Fy fan…..

har haft 667 innestående i över 2 v.

ni kunde inte lösa det för 1 insättning var från Klarna på 50 euro.

alla andra varpå samma kort.

usch spela aldrig hör. !

Dear mannerstromvickan,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please send me the communication between you and casino support regarding the issue? My email is tomas@casino.guru

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,

Tomas

Dear mannerstromvickan,

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.

Hello,

the problem is that I made 1 transaction

with Klarna card.

it's a virtual card 1 time 22/1-2024

there is no name on it.

but the rest have always gone from the same card.

money is not from bonus. 1 in 50)

i never got out .. i also opened Jeton.

I have countless emails.

It wants something that confirms the deposit of 50 E I have sent an invoice

Hej,

problemet är att jag gjort 1 transaktion

med Klarna kort.

det är ett vrutiellt kort 1 gång 22 /1-2024

det står inget namn på det.

men resterande har alltid gått från samma kort.

pengar är inte från bonus. 1 på 50)

jag har aldrig fått ut .. jag öppnade också Jeton.

Jag har otaliga mail.

Det vill ha ngt som styrker den insättningen på 50 E jag har skickat faktura

I understand your frustration.

Have you sent a video or a screenshot of the card from your bank application (Klarna) in order to verify the card you used for the deposit?

Could you please send me your recent communication with the casino regarding the issue? My email is tomas@casino.guru

Hello,

Everything I won was on the same card. About 667 E usual.

I have sent them everything I can. From Klarna. No, I've tried with Jeton.

And every week my Mail that there was a bonus it is then converted from 600 Euro to 50 Euro. But the announced ones have stopped strangely..

But it has been going on since January, but I can put an excerpt from the casino post.

etc. Victoria

Hej,

Allt jag vunnit var på samma kort. Ca 667 E vanligt.

Jag har skickat allt jag kan till dem. Från Klarna. Nej jag har försökt med Jeton.

Och varje vecka min Mail om att det fanns bonus den omvandlas sedan från 600 Euro till 50 euro. Men de meddelade har upphört konstigt..

Men det har pågått sedan Januari men jag kan lägga ett utdrag från casino inlägget.

mvh Victoria

Thank you very much, mannerstromvickan, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mannerstromvickan,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 24Slots Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Dear Dominika,

Thank you for reaching us with this case.

We would like to inform you that the KYC is a standard procedure, applied to all players. In this regard, the user was asked for documents in order to secure the payment channels used for the withdrawal. 

The documents they provided us with, were insufficient and our team still had to proceed with the KYC check. They requested alternative documents in order to prove the ownership of the payment methods used by the player. Hence, they were asked for a credit card statement so that the owner of the virtual bank card which was used to make deposits can be ascertained. 

For more information please refer to our terms and conditions:

7.3.10. Each withdrawal goes through an identity verification process and certain deposit methods might require additional verification; therefore, customers might be asked to provide additional documents. This might result in some delay in the withdrawal confirmation.

Here is a link for reference https://24slots.com/pages/terms-and-conditions

Furthermore, we have been in constant communication with the customer, explaining to them what exactly is required. However, they sent documents that could not be used to determine the owner of the card. Eventually, they provided the needed document and at the moment their account is secured.

Regards,

24Slots Casino

Hello,

so you mean you have now received them?

that I could cash out if I win?

when did this happen and why haven't you informed me?

Hej,

så ni menar att ni nu fått dem?

att jag skulle kunna få ut pengar om jag vinner?

när hände detta och varför har ni inte informerat mig?

Dear mannerstromvickan,

Thank you for reaching us.

We have received the requested documents and in the future if we need any additional ones we will contact you. You were informed about it on 20.02.2024 and this can be confirmed by one of the screenshots you provided.

Regards,

24Slots Casino

Hello mannerstromvickan, do you have any updates regarding the withdrawal, please?

Dear mannerstromvickan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.