Complaint #39 24Casino

My deposit 250 EUR not added since June 27th

By Dreyah

2 days ago

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

Disputed Casino 24Casino

Reason Amount not credited

Amount €250

Discussion

41 hours left for Dreyah to respond.

24Casino

• Representative

2 days ago

Please also note, when you have confirmed this via email, please go to your Profile section and enter your name, date of birth and personalID in order to play the funds :)

Thank you!

24Casino

• Representative

2 days ago

Dear Dreyah,
Thank you for getting in touch.
I have looked into your case and can see the below:

1. We have not received any emails from you to support, please can you confirm the address the email was sent to was support@24casino.com?

2. I can see the reason your deposit was not credited was due to the fact that as you had a previous account, an email was sent to you on 28.06 where you had to approve merging the two accounts. Once this is approved, then the funds are credited to your new account. I can see that this approval from your side was not done which is why the funds were not credited.

Here is very simply how we can fix this :)
I will resend the email now where you can approve the merging of the accounts, once you confirm this then the funds will be added to your balance. This email will be sent to your registered email address and you should recieve this as soon as this comment is posted.

Incase of any difficulties please let me know!

24Casino Complaints Team

24Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $653

Avg. Complaint Duration 3 days

Avg. Response Time 17 hours

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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. :)

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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.

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I've played in 24Casino and one day I joined their Telegram channel where sometimes these "bonus drops" (5e vouchers without deposit to the fastest ones) and special deposit bonuses are given. I used their 200% deposit bonus with a code "20PLAY60" and started to wager the bonus. In the message where this bonus was offered, the only thing regarding any terms was a line "Bonus T&Cs apply" and I thought that in the terms section line "Unless otherwise stated in specific Promotion Terms and Conditions, all winnings obtained from any deposit bonuses are capped at €/$5,000 or currency equivalent." matches to my case.

I played games and eventually got my first ever max win. My balance were close to 7000 euros and right begore the wagering requirement was completed, my balance were 6800 euros. But then, after the wagering requirement was done, by balance dropped to 200 euros. I was shocked of course and asked about this from a live chat, because I had earlier checked the information from live chat that is there cap win in this bonus, and I was told that that there isn't and that the 5000e normal bonus terms condition is used (I have a screenshot of this conversation). Then later when contacting the live chat, I was told that previous customer servicer had made a human error and I was told with a screenshot of a section "Telegram Bonus Drop" that this rule applies to my bonus where a line "Unless otherwise stated, all Bonus Drops are subjected to a Max Win of 2x value of the bonus drop" was highlighted.

I tried to tell the customer servicer that bonus drops and deposit bonus offers are two different things, as bonus drops are free vouchers whereas deposit bonuses require a deposit to be made. The terms they used in my case also stated that all bonus drops are subjected to 50x wagering requirement but my 200% bonus had a wagering requirement of 40x. Lastly, the Telegram Bonus Drop section says that Bonus Drops are subjected to max win of 2x of the value of Bonus Drop. So, if these rules had been followed in my case, the balance should been dropped to 80 euros, as 40 euros were the bonus amount of the bonus multiplied by 2, but my balance was reduced to 200 euros. The outcome was that the management is clear of this case and I cannot do anything.

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

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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.

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