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This casino is utilizing an illegal mechanism in which it relies on KYC spam verification emails to delay or even cancel withdrawal requests. I have had my account verified 3 times (you heard it correctly, 3 times) each withdrawal I request they stall using this as an excuse. Mind you I sent them countless verified and valid documents and each time I literally used the same documents. When I uncovered their operation since they have at least 30 online casinos all connected to the same licensed company as well as the same rented fake office location and the outsourced payment providing company that is located in Cyprus and wrote them a formal legal letter which my lawyer has drafted, they proceeded to take over my account, generate a fake withdrawal. And confiscate my funds. Not to mention, these guys first faked a cancellation notice on my account to a withdrawal I made on the 9th of April. Then they proceeded to modify it to rejected. Then they took over my account and changed my password. It seems my legal claims threatened them. In the letter I sent them I emphasized that any account modification will be considered fraudulent activity and an attempt to manipulate evidence. Yet they still did it anyways. This company as well as the other two companies connected to all these casinos must be blacklisted. I have all the needed proof. Also one more fun fact they always take two weeks reviewing each withdrawal yet somehow a withdrawal for 1900 dollars was approved in two hours after I submitted my legal letter to their support team. This is the last attempt to reach them through goodwill and act like nothing happened so long as they return my funds. Otherwise an ADR activation and an escalation to curaçao authorities should be followed since they clearly have ill intents with me and seem to disrespect my intelligence and wariness of such casinos. Also, I would like to mention a fun fact, the last withdrawal request I made, they deleted it entirely instead of having it rejected or cancelled.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

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

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?
• 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?
• Was your most recent deposit returned to you, or was it confiscated as well?
• Could you please share with me your attempts at communication with the casino? 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

Hello,

I will answer your questions one by one,

I was a player at the casino since the 25th of March, and my account was taken over, manipulated and funds confiscated (with zero communications from their end) on the 25th of April, literally 50 hours after I sent them an official legal letter through email to their support team.

As for the games I have played, I have played countless slots casino games, in which sense I would generate a bit of profit from a game then ditch it completely since RTP would eventually make me lose everything back, this was a strategy I follow in almost all casinos.

As for the balance it was by no means achieved through a bonus only, I specifically ticked the I do not want a bonus when I signed up on the 25th of March. However there was an Easter event that gave free spins periodically when you played, a small amount of the balance came from that. However those free spins are specifically designed to never give a profit of more than 70 $ at once. Additionally in their own terms for this event it was mentioned that any profit will be translated into real balance.

As for the funds, totally everything was confiscated, nothing was returned or received from my end. Additionally after gaining back access to my account through email which they took over I mentioned this in yet another email to them on the 28th of April, and surprisingly, they deleted the account entirely right after to remove all traces. It says that the account does not exist or is locked.

Additionally I will be sharing all my communications with them through chat, and or email, I will forward them to your mentioned email. In these emails you will see their ridiculous approach to KYC abuse as well as the fact that my account was successfully verified not once, or twice, but 3 times.

And each time they return with the same ridiculous claims that more verification is needed, when in fact I have already had two small withdrawals before!

And to begin with, in order to reach the stage where you can submit a withdrawal request (my first request), you are demanded to have the account fully verified. So this means they had to verify the account 4 times!

This is a clear responsible gaming violation and an illegal practice, and I intend to fully pursue this matter regardless of the cost. Their strategy relies on abusing gambling addicts where they do their best to withhold or delay withdrawals in the hopes that the players won't be able to sit idly and gamble it back.

All casinos connected to this company and their other 3 companies have the exact same layout, payment providers, as well as support agents (literally same names, and same copy pasted scripts) and complaint handling and KYC handling team. It is a multinational, large scam, well orchestrated illegal operation.

I will certainly be doing my best to bring the INTERPOL's attention to this money laundering, abusive operation if no resolution is reached.

I would also like to mention that they began completely ignoring my emails, and live chat agents would instruct me to reach out via email, when they are clearly unreachable. They didn't even answer or acknowledge my submitted legal letter.

Dear somrani112,

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, Peter (peter.c@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

Hello there,

Thank you somrani112 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 24slots Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and their winnings were confiscated.

Thank you!

Dear Peter,

Thank you for reaching out to us.

As you are aware, the verification process is a standard industry practice and an essential measure for confirming account ownership, maintaining account security, and protecting user information. Please note that the closure of the player's account was carried out following the player's own request. Additionally, the player also wished for their account balance to be paid out to them.

Having stated the above, please be advised that the player has several withdrawals approved from our side, and should the player have any grounds or supporting evidence in relation to their previous statements, they are welcome to share them, as at present we are unable to substantiate such claims based on the information available to us.

We hope to have shed light on the matter.

Kind Regards,

24slots Casino

Dear 24 Slots,

Thank you for the response, however I would like to emphasize that zero funds have been received from my end.

I requested that the funds be withdrawn but instead of asking for more information zero communication from your end was received.

This makes no sense for such a sensitive matter.

Additionally maybe you would like to help us understand why I had to verify my account 4 times in a row, while I have constantly provided valid documentations and as you have mentioned had two withdrawals before not several.

with the last two of my requests for a withdrawal being cancelled from your end with zero clarification.

Additionally I wanted to specifically thank Peter and Tomas for their assistance.

kind regards,

Thank you for the update 24slots Casino representative, would it be possible to provide any confirmation of the payment of funds? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear somrani112,

As I have not received a response to my last inquiry, I’m afraid there is not much that can be achieved without cooperation from casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter