24Casino - Pelaajan tili on suljettu.

Hello,

Due to gambling addiction (diagnosed with IDC F.63.0 since 2016), I have wagered an amount of money in this casino that is threatening my existence.

There were no protective mechanisms that restricted or made it difficult for me to play.

I have now had my account blocked.

The casino rejected my settlement offer (75% of my losses less a payout)

The casino argues with its terms and conditions, but I doubt that a business relationship with a gambling addict existed/is valid.

I would also like to know why my credit card was charged for deposits by a company called "RDWRK Business" and what connection this has to the casino? I have no business relationship with this company.

Payments to gambling providers are deliberately concealed here

Please could you help me find a comfortable solution?

Greeting

Hallo,

ich habe aufgrund von Spielsucht (gesichert Diagnostiziert IDC F.63.0 seit 2016) in diesem Casino einen für mich Existenzbedrohenden Geldbetrag eingesetzt.

Es gab keine Schutzmechanismen die mir das Spielen eingeschränkt oder erschwert haben.

Mein Konto habe ich nun mittlerweile Sperren lassen.

Mein Vergleichsangebot hat das Casino abgelehnt (75% meiner Verluste abzüglich einer Auszahlung)

Das Casino Argumentiert mit Ihren AGB, allerdings bezweifle ich das eine Geschäftsbeziehung mit einem Spielsüchtigen bestand/Gültigkeit hat.

Zudem möchte ich wissen warum meine Kreditkarte bei den Einzahlungen von einer Firma Namens "RDWRK Business" belastet wurde und in welchem Zusammenhang diese mit dem Casino steht?- ich Pflege keine Geschäftsbeziehung mit dieser Firma.

Werde hier bewusst Zahlungen an Glücksspielanbieter verschleiert

Bitte könnten Sie mich hierbei unterstützen zu einer gemütlichen Lösung zu kommen?

Gruss

Dear sebastiankaiser1988,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 24Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify when you informed the casino about your addiction? Was it before you lost your funds?
• What specific steps did you take to request account restrictions or self-exclusion from the casino?
• Do you have any documentation or correspondence regarding your interactions with the casino about your gambling addiction? Can you please forward it to my email at natalia.b@casino.guru?
• Please specify if your account was closed after your request to close it or self-exclude, or if it was solely a decision of the casino.

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

The block was only implemented on May 4th at my express request.

After I deposited over €3,000 with my credit card on April 27 (in €100 or €200 increments and at short intervals) and lost everything, this loss of control is a sign of gambling addiction, which I've been medically diagnosed with since 2016.

I demand cooperation from the casino and even agree to receive the stated partial amount of 75% of my losses as a refund.

I am always open to a realistic counter offer from the casino.

There were emails (unfortunately I no longer have them) where the casino simply referred to the acceptance of their terms and conditions upon registration.

In my opinion, protective measures should have been put in place long before I was banned due to my gaming behavior.

Can you invite the casino to clarify the case?

Greeting

Hallo,

die Sperre wurde erst auf mein ausdrückliches Verlangen hin am 04.05 ausgeführt.

Nachdem ich am 27.04 über 3000,-€ mit Kreditkarte (in 100€ bzw. 200€ Schritten und kurzen Abständen) eingezahlt und alles verloren hatte. Dieser Kontrollverlust ist ein Zeichen von Spielsucht welche bei mir auch schon seit 2016 Ärztlich festgestellt ist.

Ich verlange eine Kooperation vom Casino und bin sogar mit dem genannten Teilbetrag von 75% meiner Verluste als Rückerstattung einverstanden.

Für ein realistisches Gegenangebot vom Casino bin ich jederzeit offen.

Es gab Mailverkehr (liegt mir leider nicht mehr vor) wo sich das Casino lediglich auf das Akzeptieren Ihrer AGB bei Registrierung beruft.

Meiner Meinung nach hätten schon längst vor meiner Sperrung Schutzmaßnahmen aufgrund meines Spielverhlatens greifen müssen.

Können Sie das Casino zu einer Klärung des Falles einladen?

Gruss

Dear sebastiankaiser1988,  

When did you request a self-exclusion from the casino? Did the casino immediately block your account after you had requested it?

Did you lose your funds before you requested to block your account?

Dear sebastiankaiser1988,

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,
Natalia
Casino.Guru