i24Slots Casino - Player’s withdrawal is restricted due to the deposited amount.

DO NOT PLAY AT THIS CASINO. AFTER SOME TIME, I MANAGED TO WIN 400€

BUT TO MY SURPRISE, I WAS TOLD THAT I COULD ONLY WITHDRAW MY LAST DEPOSIT MULTIPLIED BY X10. I DEPOSITED 15, SO I CAN ONLY WITHDRAW 150. AND THE REMAINING 250? THEY TOLD ME TO PLAY IT FOR FUN... I HAVEN'T EVEN BEEN ABLE TO WITHDRAW THE 150 YET. SOMETHING TELLS ME I WON’T GET PAID. SO, DO NOT PLAY AT I24SLOT.

Dear tormentadril1,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

We consider the rule the casino mentioned in your live chat communication to be unfair and penalize the casino for having it by reducing the safety index rating:

Should the lifetime deposits of a player be less than, or equal to €500, their maximum withdrawal amount is 10(X) times the amount of their last deposit, minus any fees. For example, a player whose last deposit was €20 is only entitled to withdraw a maximum of 20 x 10 = €200.

According to our Fair Gambling Codex, it doesn't make sense to limit the amount that players can withdraw if they aren't playing with a bonus. We accept bonus T&Cs that restrict the maximum cash out from a bonus play, but because the example above is not related to bonuses, it is clearly unfair and predatory.

Could you please confirm if you accumulated your winnings with or without an active bonus?

Could you kindly specify if you passed the full KYC verification?

Have you ever made any successful withdrawals before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear tormentadril1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.