24Casino - general discussion

If you want to discuss anything related to 24Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Just another casino running 94% slots, nothing to see here.

Hey, I see you're very unimpressed with this casino. You have no experience with other things here ? Are there no slots that have a higher RTP ? 

I have uploaded my ID card, a selfie with my ID and a piece of paper, my bank documents, another selfie, my payslip, and other documents. I have repeatedly requested timely responses because my bonus will expire soon—in exactly 10 hours. Now, for the final verification, they have asked for a Skype call, to which I agreed, again asking for it to be done today because otherwise my bonus will expire.

24 Casino has now scheduled the call for tomorrow. It seems to me that this is intentional, and if this really is a DAMA Casino, I ask for help here as well because it is unacceptable that I have to wait up to 22 hours for responses and now, due to their fault and not mine, my balance is at risk.

I offered them the following:

Either you let me log in to my account and finish the wager, or you make the call today, or you assure me that my whole balance, 3,400 Euro in bonus balance, including the 2,400 Euro left to wager, will be on my account after you complete your verification and unfreeze my account.

I have demanded the same thing in the live chat, and there I was told that my account cannot be unfrozen and that I need to be patient. So, it will likely result in my bonus expiring. What should I do?

Sorry but I do not understand the reason your account is frozen.🤔 Could you be more specific, please?

In the meantime, please provide some additional information about your complaint whenever possible.

I want to update the whole situation. My case was reviewed by Askgamblers with a very, very competent and very fast employee who responded at all times and took extremely responsible and professional care of the entire situation. According to their statement, I will receive my entire winnings. If this turns out to be the case, apart from the aforementioned negative points I mentioned earlier, I can now also report very positively about the casino, thanks in large part to the employee who was always available to me during my complaint.

Great, so that's the good news I'm excited about. 

I hope you will get your money as soon as possible and when you do let us know in your complaint and also here on the forum. 

Have a nice day. 🙏

Update: Money was transferred. So, apart from the long account verification, I can only say positive things about the casino.

That is great. So, what are you going to do now, continue playing there or move somewhere else?🤔

I am posting this to the public record because 24Casino has demonstrated a complete lack of transparency and a willingness to provide false information to prevent a player from filing a formal complaint.

My account history is a matter of record. Between March 2025 and December 2025, I made 5 deposits totaling 150 CAD. I have zero withdrawals. Ever. While I have used Telegram bonus drops, every single one of them resulted in a net loss or expired through wagering requirements.

Despite being a net-loss customer who has never successfully extracted a single cent from this casino, I discovered today that my account has been shadow-banned from all bonuses and VIP perks.

1. The "Administrative" Stone-Wall

On April 20, 2026, I tried to use a Telegram bonus code. It failed. When I contacted live chat, Agent Cassius told me bonuses were no longer available to me per an "administration decision". He refused to provide a reason or any specific details.

When I asked for the specific Terms and Conditions clause used to justify this, the agent didn't even look them up. He instead offered his own interpretation, claiming bonuses are just "goodwill". I had to demand the actual text before he finally cited the "Bonus Abuse" clause.

2. Active Deception Regarding Escalation

This is where the interaction turned from frustrating to deceptive. When I asked how to contact the administration via email to understand the restriction, Agent Cassius explicitly stated: "Sadly, communication is only possible with live-chat agents".

This was a direct lie. I had to independently find their support email (support@24casino.com) myself. Only after I presented the email address to him did he admit that it was a valid contact point. If I had not gone looking for the information myself, the agent would have successfully tricked me into believing I had no further way to escalate my issue.

3. Failure to Follow Their Own Complaint Procedures

24Casino's own Terms and Conditions (Clause 15.1) state that issues that cannot be resolved by support "will be escalated within the Casino's organizational structure".

I had to be the one to find this clause and quote it to the agent to even get him to acknowledge my right to file a complaint. Even then, he refused to provide a case reference number or offer a supervisor's review, simply telling me to go email the address I had already found myself.

Summary of the Issue

Contradictory Labels: They have labeled a player with $0 in withdrawals and a net loss as a "bonus abuser" to justify removing perks.

Procedural Gatekeeping: Support agents are actively providing false information to hide escalation channels.

Lack of Accountability: When caught in a lie regarding their contact protocols, the agent simply ignored the questions and played dumb.

I have the full chat transcript for anyone interested.

Thank you for sharing your experience with this casino.

I actually have to say that the live chat agent was right when saying that giving a bonus is goodwill from the casino. We also believe so, because it is some kind of gift to its players, and there is no rule about it.

I understand your point and that you are unhappy about it, but there is nothing we can do about it, unfortunately.

It is good to share this information on our forum, though, so other users know what they can expect.

Hi Romi, thank you for taking the time to respond.

I want to respectfully push back on the framing here, because I think there are three distinct issues in this thread and the goodwill argument only addresses one of them.

You are correct that a casino has the right to restrict bonuses. I have never disputed that. What I am disputing is something different:

First, the casino did not simply restrict my bonuses. They labeled my account as one that had engaged in bonus abuse. That is not a neutral administrative decision. That is a specific accusation with a specific meaning in this industry, one that implies I gained an unfair advantage or extracted value through manipulation. I have zero withdrawals on this account and a net loss across every bonus I have ever received from them. If CasinoGuru agrees that casinos can apply the abuse label to any account they choose without evidence or definition, that is worth stating clearly so other players understand what that label actually means in practice.

Second, the agent explicitly told me that communication was only possible via live chat agents. That was false. I found the support email address myself and presented it to him before he acknowledged it existed. That is not a question of goodwill. That is a support agent providing false information to prevent a player from escalating a complaint, which is a conduct issue entirely separate from bonus policy.

Third, I was never notified that my account had been restricted. I discovered it in real time while attempting to claim a limited bonus that expires within minutes of posting.

I understand your position on the bonus itself. But I would respectfully ask whether CasinoGuru has a view on the agent conduct and the absence of notification, because those feel like the more substantive issues here.

Unfortunately, as we don't see inside the casino's bonus system, we have no opinion on this. We don't know what reason they had to say this to you, and we are unable to investigate it.

Also, we are unable to change the way of communication on the casino's site. We are not their ADR or anything.

I truly believe that communication is the key in every aspect, though, so of course, it would be the best if they informed you about the situation beforehand, but unfortunately, we can't change that.

I request that Casino Guru accept this complaint against 24Casino and mediate in the resolution of the still open payout dispute.

After fully meeting the wagering requirements, my player account showed an available balance of €4,287.87. I then requested a withdrawal of €4,287. This withdrawal request was accepted by the casino's system, recorded, and initially displayed as being processed.

Later, the withdrawal request was rejected. The casino only paid out €500 and removed the remaining €3,787.87 from my balance.

The data subsequently provided by the operator confirms both the withdrawal request for €4,287 and its subsequent rejection, as well as the new withdrawal of €500. However, the data lacks a separate wallet, ledger, balance adjustment, or audit record documenting the actual removal of the remaining €3,787.87. It is therefore unclear when, how, and by whom this amount was removed, or through which process.

The bonus in question was not a typical registration bonus for new players. I was already a VIP customer. The bonus was part of the loyalty program and was based on my previous deposits and gaming activity.

I have contacted 24Casino, the operator Novatrix SRL, and the designated licensing complaint procedure multiple times. I submitted all relevant documents and specifically requested the missing audit and booking records. To date, I have received neither the outstanding €3,787.87 nor a complete, verifiable booking confirmation, nor a final, substantive clarification.

I am not asking Casino Guru to make decisions regarding the gambling regulator or other authorities. The sole subject of this complaint is the still unresolved dispute with 24Casino concerning the removed and unpaid funds.

I therefore ask Casino Guru to accept the complaint and request 24Casino to provide a statement and either to pay out the outstanding 3,787.87 euros or to submit the complete verifiable transaction and audit trail.

Hello, from where I stand, there have been several complaint requests made to the Complaint Team, which have been rejected by our colleagues in the Complaint Team. I understand you want the pending request to go through, but it is not up to the forum administrators; therefore, such requests made on the forum will not help in passing the complaint review. I'm sorry.

In my opinion, the situation partially lies in problematic perspective or expectations: we for example, cannot do what you ask given the nature of the request "submit the complete verifiable transaction and audit trail."

It's especially reserved for official regulation authorities, not Casino Guru. My colleagues will respond to your latest request, of course.

I, in any case, appreciate your understanding.

Hi Radka,

Thank you for your reply. I understand that forum moderators do not decide which complaints the Complaint Resolution Center accepts, and that Casino Guru cannot conduct a regulatory audit.

My request is narrower: I would like the complaints team to explain specifically why my dispute with 24Casino was declined and whether the payout dispute itself can be considered for mediation. I am not asking Casino Guru to compel the operator to produce a complete audit trail.

Casino Guru published and mediated Harun187’s complaint against the same casino. That case also raised concerns about a balance displayed as available and bonus conditions being applied at withdrawal. The cases are different: Harun187’s concerned a maximum-bet rule, while mine concerns a 5× maximum-win limit applied after wagering was completed and after a €4,287 withdrawal had been accepted for processing and later reduced to €500.

I am not asking for the same outcome. I am asking which material difference prevents my complaint from being reviewed, or what specific information the complaints team still needs. I would appreciate a response from that team on this point.

Kind regards,

Daniel Wember

Hi and thank you. I understand the question but it's not my place to assume I'm in the position to answer that. I'm not. I was merely trying to explain that the complaint process is unsuitable for some requests, even when aligned with the situation, which still may be generally described in the Fair Gambling Codex. It always depends on the mediators and their approach.

Once more, I appreciate your understanding.

Hi Radka,

thank you for clarifying that.

I actually see your response in a positive way. What I especially appreciate is that my post from yesterday is still here and has not simply been removed. I have to say that I am very positively surprised by that, and I genuinely appreciate it.

My complaint has now been submitted again in a revised form and has not yet been decided, so I will simply wait for the mediators to review it and see how they assess the case.

For now, I just wanted to say that I really appreciate the fact that the discussion is being allowed to remain visible and that my concerns are not simply being deleted.

Thank you again.

Hello, that's very nice of you. I hope this forum is not heavily censored in your opinion, because I must admit I am not used to being thanked for not deleting posts.

Shall we then hope to get together? I understand how important the situation is to you, and while it is within my power to grant you a successful complaint, I respect what you are saying.

Hi Radka,

I have just noticed something strange regarding my newly submitted 24Casino complaint.

The complaint is no longer visible under "My Complaints" in my account. At the moment, only my old Legzo complaint is shown there.

I have also received no email confirming that the new 24Casino complaint was rejected, closed or otherwise removed.

Since you mentioned that your colleagues would respond to my latest request, could you please let me know whether the complaint is still under review, has been removed, or currently has another status?

I do not want to submit it again unnecessarily and create duplicate requests.

Thank you very much.