Complaint #1 24Casino

Money still on the Casino Account Account closed due to administration decision

By Thiemo P.

2 years ago

Message on forum

Hi,

I still have 3.400 Euro on this Account. It's an active Casino Bonus with 2.400 euros left to wager.

They closed it without any notification or any reason given.

When I asked why, they said "administration's decision" - They could close my Account anytime they like after I finished the wager and withdrew my winnings.

I will not accept if they offer me to get my deposit back, because this would be simply stealing the rest of the money from me - since at least 1.100 Euro is 100% converted money.

Right now they are withholding my potential winnings from me, without me breaching any Terms.

I need Help in this Case. I would really appreciate if Askgamblers would take a look into this matter.

Thanks.

Disputed Casino 24Casino

Reason Account closure

Amount €3400

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

24Casino

• Representative

2 years ago

Hi SAINT90,
I am really pleased to hear that the funds arrived quickly for you. Glad to be of assistance, and would very much appreciate if you amend any negative reviews from online forums :)
If you need anything again never hesitate to get in touch!

Saint90

• Nordrhein-Westfalen • 1 reviews

2 years ago

The money has been deposited into my bank account, and the case can be closed. I would like to thank the representative from 24casino once again for the exceptionally professional and helpful support in this matter.

24Casino

• Representative

2 years ago

Hi SAINT90,
Thanks for reaching out!
I can see thats being processed as we speak by the payments team, it may take a few working days to reach your account so please let me know here once those funds reach you.
Thank you

24Casino Complaint Stats

Resolved 11 / 11

Avg. Amount $1,273

Avg. Complaint Duration 3 days

Avg. Response Time 22 hours

24Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 3 days, while the average duration across all operators is 8 days.

24Casino Complaints

See all complaints for this casino

14k withdrawal being delayed

Unfortunately, being a vip means nothing on this website, they say faster and prioritised withdrawals for vips, however I have been ignored and given no reply from the vip team after 24 hours, and I reached out to normal customer support chat numerous times to get updates on the processing of my withdrawal, I understand there terms note it can take up to 72 hours, however I am already fully verified, did not use any bonus, have withdrawn by the exact same method before(e wallet), and havnt used any new methods to deposit/withdraw since then, so there isn’t any reason why it’s taking as long as it is should (26 hours now). I’ve continuously reached out to get no reply, no updates and just told to wait for 24casino.

Resolved

$14,000

Account closed with over 500 euro balance

My account was closed after I did a deposit of 50€ and I had winnings over 500€ when suddenly I was logged out and when trying to log in, it stated that my account was closed. I have gotten no explanation and customer support doesn't answer my email. Never have I received this kind of treatment from a casino and I am very disappointed.

Would appreciate help and for this matter to be solved quickly.

Resolved

€500

My deposit 250 EUR not added since June 27th

Hello!

Just wanted to know, is there anything you can do?

I can't get in touch with 24casino, where I deposited 250 EUR. It just vanished, and I paid by Trustly Group AB on 27th June.

I've written several emails, but nothing has been said back. I even commented on one of the Telegram posts, but afterwards I got banned from writing there, and they deleted the message so other people can't see.

This is a very odd behavior.

It was my first deposit there and a sad one, unfortunately, since I didn't get any funds added there

Resolved

€250

Account inactive deposit stuck in casino

Hello. Made Monday deposit 50 euros with skrill. Wanted to start playing. The site wanted that i make kyc verification. So i did it.

When i tried to log in again then site told that my account is inactive.

Wrote support lot of mails but nobody replies me.my 50 euros is stuck in account and I cant withdrawal it.

Would be nice if casino is transferring my money back from casino account.

Resolved

€50

Deposit 120 not credited to my acc

My account was verified. I deposited 120 via payid on 8th I sent screenshot of the transaction as per instructions from casino.

The money was never credited to my account.

I had emailed their support as they have no live chat for those who haven't made a deposit. They advised the payid transaction had failed. I've been using payid for over 5 years and I have never had a transaction fail.

I messaged my bank in morning they advised that it was too early to confirm if the transaction failed or not. They told me to allow 24 hours. I waited till 72 hours instead, the bank sent me a response 12/11 saying the transaction had gone through successfully. I emailed case straight away. It's been nearly 30 hours with no response. They advised on their site that they 24 hours support but they don't seem to want to help me. They were very quick to respond when they advised me that failed and told me to contact my bank. They advised me that the recipient would not be able to confirm that the transaction failed so quickly they would have needed 24 -48 hours.

It's strange why they don't have live chat for first time depositors. This is the only casino I've used that does not have live chat to assist and address concerns of first time depositors.

Please see screenshots of my transaction and conversation I had with my bank about the transaction being successful.

I joined this casino because they are a trusted casino. I've been online gambling for 10-15 years and I've never had to make a complaint, not once in that time. Thank you AskGamblers for having a service that helps advocate for the customer.

Oh thank you for writing that article about my big win few years back. :)

Resolved

$120

Not verifying my account and also not giving my withdrawals

Hi AskGamblers Team,
I start playing on 24casino site after recommended by your site and reviews. But they are nkt giving my withdrawals. I withdraw my funds 12hrs ago. They are saying me that they have to verify my account but i already uploaded my documents for verification 12hrs ago. They also not verifying my account and also not giving my withdrawals. Please help me in his matter.
Thanks

Rejected

Closing my account without reason and with it my winnings also gone

I found this new casino and was excited about it. I made a couple of deposits and used the welcome bonus. On my last deposit I didn't use any bonus and my balance was over €200 when I was kicked out of the site in the middle of a game. I tried to log back in but got a text saying my account had been disabled. I contacted customer service by email and they said my account had been re-evaluated and then closed. I didn't get any reason for this. I have played at dozens of casinos and this has never happened before. I think this is really unfair.

Resolved

€65

Deposite is stuck

Hi, I made a deposit of 30 euros to 24casino on March 17th, but as of today, the money has not yet been credited to my game account. I have contacted support and customer service, but I have not been informed yet. I would like to get my money back. The money has been deducted from my bank account and so far the money has not been refunded to my bank account. It is not normal to have to wait weeks to make deposits. I would not recommend it to anyone.

Resolved

€30

Withdrawal rejected but bonus was wagered

Hello,

I used a welcome bonus from AskGamblers on 24Casino.com.

I made deposit of 200 euros. I completed the wager and won 500 euros. Than information showed that funds are now withdrawable and not locked by the bonus anymore.

I played slots until I reached 3800 euros and than made withdraw of 3800 euros.

After a time I returned back to my casino profile to check the withdrawal process and my withdrawal of 3800 euros was rejected, and my balance was only 200 euros.

I contacted Casino Live support and they said that the max bonus from free spins is 200 euros, but I never used free spins, and free spins on my account are still not activated.

I have verified the account.

Resolved

€1,000

Withdrawal still in progress after 14 days

I requested a withdrawal on November 3rd totalling 150Euros. My account is verified and I've previously withdrawn to the same bank account.

Since then, the withdrawal has been stuck 'in progress' on 24Casino. I've contacted the LiveChat several times and received conflicting responses, telling me there is a technical issue and that they've forwarded my case to the right department as well as that the payment is processed from their end and that it must be an issue with my bank.

Now the support says it has been forwarded to some department and that they'll be in contact, it has been over a week since they've claimed that. i've not received any follow-up email or confirmation that the case is being reviewed. Quite frankly it feels like the support is just deflecting and nothing is actually being done.

Attaching chat transcripts here.

Resolved

€150