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I used the welcome bonus and had €2500 after the bonus was implemented. Unfortunately, only €160 of the €2500 was transferred to me as real money. When I inquired in chat, I was informed that the bonus had a withdrawal limit of x2 of the bonus. It's probably my own fault for not reading the terms and conditions beforehand, but I did not expect that there would be a max cashout of just x2. Perhaps this lures players to make an initial deposit due to the 200% bonus, but it certainly does not secure any loyal players. For me, it was a huge disappointment and I will definitely avoid this casino for now.

Habe den Wilkommensbonus benutzt und 2500€ nach Umsetzung des Bonus gehabt. Von den 2500€ wurden mir leider nur 160€ in Echtgeld gutgeschrieben. Auf Nachfrage in chat sagte man mir dann dass der Bonus ein Auszahlungslimit von x2 des Bonus hat. Wahrscheinlich auch meine eigene Schuld nicht vorher in den AGBs zu lesen aber ich bin nicht davon ausgegangen das es ein max cashout von gerade einmal x2 gibt. So bringt man vielleicht Spieler dazu einmal einzuzahlen aufgrund des 200% Bonus, allerdings holen Sie sich so definitiv keine Stammspieler ins Haus. Für mich war es eine riesen Enttäuschung und ich werde dieses casino erstmal definitiv meiden

Hello Robhood,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 24Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Were there any bonus conditions mentioned when you claimed the bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I deposited there for the first time and was not verified before. I've been verified since last night. Bonus conditions were sent to me via link in live chat

Hallo ich habe das erste mal dort eingezahlt und war vorher nicht verifiziert. Ich bin seit gestern abend verifiziert. Bonusbedingungen wurden mir im livechat per link gesendet

Addendum: I'm probably not verified yet

Nachtrag: Bin wohl doch noch nicht verifiziert

When I complained to the streamer that there was a max cashout of x2, he said to me there was no max cashout on the first deposit. Thus, limiting the bonus from around €2550 to €160 would be unlawful.

Als ich mich eben bei dem Streamer beschwert habe, dass es ein Maxcashout von x2 gibt, sagte er zu mir es gibt auf die erste einzahlung gar kein max cashout. Somit wäre die Begrenzung des Bonus von ca. 2550€ auf 160€ unrechtmäßig.

Hello Robhood,

Did you create a screenshot of those terms by any chance? Do I understand it correctly that the bonus was from a streamer and not a bonus directly from the casino website?

Exactly. I found the casino through a streamer who re-promoted it. There is also no maxcashout for the streamers, but please read the terms and conditions yourself. I then asked in LiveChat if you would add the bonus to me. However, the live chat apparently credited me with another "standard bonus", which also has 200% but probably just x2 maxcashout. I hope I wrote it clearly this time.

Genau. Ich habe das Casino über einen Streamer gefunden, der es neu beworben hat. Bei den streamern steht dann auch kein maxcashout, aber bitte selbst die AGBs lesen. Ich habe dann im LiveChat gefragt ob Sie mir den Bonus hinzufügen. Allerdings hat der LiveChat mir anscheinend einen anderen "Standard Bonus" gutgeschrieben, der auch 200% hat aber wohl eben x2 maxcashout. Ich hoffe ich habe das diesmal verständlich geschrieben.

Hello Robhood,

In such cases, you will have to contact the 3rd party where you got your bonus from - streamer in this case. Unfortunately we can't intervene in such cases as they have different conditions which we have no access to and if any issue occurs, the streamer is responsible to deal with.

Please contact the site/streamer where you got the bonus from so they can handle with the misunderstanding between the bonuses as we will be forced to reject the complaint.

Also if you accepted the bonus the casino gave you, and you used and played with it, from that point it is not possible to reverse. If you will ever experience such problem, you will have to contact the casino right away before even touching any balance as once you use it, you accept it terms.

Wish you best luck resolving it.

Regards,

Nick