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My account was suddenly deactivated while I had a pending withdrawal, and I have received no explanation whatsoever. The day before the deactivation, I submitted all requested verification documents, so this action came without warning and at the worst possible time.

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Hello,

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

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?
• Could you please specify which documents you submitted to the casino? Were you informed about the result of the verification process?
• 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 regarding the issue? 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

Dear Rolfi95,

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, sorry for my late reply and thank you for the extension!

I was a player for less than 2 weeks.

I learned about being blocked by not being able to login.

I send my Id, selfie with ID, bank statement that verified my address, Card statement that the used credit card is mine. I got the message that they were accepted.

I mostly played table games, but the final balance was exactly what i initially deposited

No, i canceled the bonus.

Emaillog:

Hi Florian

Thank you for reaching out.

I can looked into your account and noticed that your withdrawal was rejected because you tried to withdraw via crypto when you deposited with card

However I can see that your funds were sent back to you on the 19/02

It would be great if you could remove the Trust Pilot review.

If you have not received funds, please reach out again

Frank

On Wed, 25 Feb 2026 at 21:07, Florian [removed by casino.guru admin] wrote:

Did you get this message? I was told to write to this mail by Trustpilot review answer. 

Best,

Florian

On 2/23/26 14:03, Florian ******* wrote:

Dear Support Team,

I attempted to log in today to check the status of my withdrawal, but found that my account has been deactivated. I would like to understand the reason for this action and request that my pending withdrawal be processed as soon as possible.

Yesterday, I submitted all required documents for account verification. It is therefore concerning to discover that my account was deactivated shortly afterward, without any explanation.

Please clarify the situation and advise on the status of my funds. I hope this matter can be resolved promptly. If not, I will be forced to consider disputing the payment and sharing my experience publicly.

Thank you for your prompt attention to this issue.

Kind regards,

Florian *****

This was, after I opened the complaint. However, my card company declined the transaction and returned it to the casino. I thus answered:

Dear Frank,

Unfortunately, I did not receive the funds. I looked into my bank account, and see that the withdrawal request was rejected. Can you try to send it again? The funds were returned to you as it seems.

I will remove the review once this is resolved!

Best regards

Florian

My last reply was on February 26. Since then, I have not received any reply or money.

Dear Rolfi95,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 24Casino representative to join this conversation.

Dear 24Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Rolfi95,

Thank you for getting in touch.

I can see that your account is blocked on the platform, which can be due to a previous exclusion or block on another brand.

Due to this, your deposit of 20EUR was returned and successfully processed from our side to your bank on 19th February.

Can you confirm that these funds were received?

Many thanks

Dear 24Casino,

Please provide more specific explanation either here, or send it to miroslava.d@casino.guru. Please also include supporting evidence to your claims.

Thank you.

Dear Mirka,

All evidence has been sent to you directly for review.

Thank you!

Unfortunately, I did not receive the funds. When checking with my card provider, I can see that the transaction was declined on their side and the amount was returned to the casino.

For this reason, the refund did not reach my account. Could you please try to process the payment again, or alternatively send it via another method?

Dear Florian,

Sorry to hear that those funds didnt reach you, as I sent evidence to CasinoGuru confirming we had processed these from our side on 12.02.

I have looked into this and can confirm you are correct, these funds were rejected by your bank and returned to us. I have spoken to the payments team and they have made a manual transfer of those funds directly to your bank account. That has been sent this morning so should be with you soon. I will also send the proof of payment to CasinoGuru who can confirm this was done.

If you need anything else please let us know!

I can confirm you did as you said. I have received the money. Thank you for the cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rolfi95,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka