Complaint #4 24kCasino

Confiscated my winnings without proving their accusation

By Marko B.

6 years ago

24k casino took away my winnings of 142mbtc. On may 15th I requested a withdrawal of 150 mbtc and 142 mbtc were taken away leaving my balance with 8 mbtc which was my deposit amount. They state that I violated term 4.5 which says it is a duplicate account. However, that is not true because this is my only account with 24k casino. I am attaching a screenshot where it is visible that they have taken away my winnings. They did not send me any email, I tried to contact them but did not get any reply.

Screen Shot 2020-05-16 at 6.37.26 PM.png

Disputed Casino 24kCasino

Reason Terms violation

Amount BTC0.19

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the 24kCasino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

markobend

• Croatia

6 years ago

Still don't have what to say here. However, there is a thing that is completely not understandable to me. If you claim I have duplicate account how come you need more than 3 weeks to show that? At this point I know that there is nothing to show, however, my only fear is that during the 3 weeks you took to"present evidence" you might have already made something up. But I believe AG has a lot of experience here with such things so hopefully if you have done something like that they will understand. But maybe you are not doing such things, however, you never know, as I also never thought my money would be taken away because I just simply won.

24kCasino

• Representative

6 years ago

Final comprehensive evidence sent to support

AskGamblers

• Support Team

6 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the 24kCasino team.

24kCasino Complaint Stats

Resolved 4 / 7

Avg. Amount $679

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

24kCasino 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 11 days, while the average duration across all operators is 8 days.

24kCasino Complaints

See all complaints for this casino

Staling crypto payment of 1000 euro

Hi

I have now tried to get my money from this casino for a week and they are almost impossible to get in touch with since they dont have any livechat and dont anserv my mails.

On 08.08 (Screenshot 1, line 18) i depositet 189 euro using Litecoin without any bonus, i played around for a while and made a whitdrawel with Litecoin to the same wallet... they rejeckted this (screenshot 1, line 17) whitout any mail or explanation, i then made a new smal whitdrawel (screenshot 1, line 14) whitch they also rejeckted whitout a mail but atleast this time they wrote clerly wath they wanted in the rejeckton

I sendt them my dockuments and i actualy gat a feedback wednesday on mail saying.. ty for your dockunts, we hawe trouble with whitdrawel with Litecoin so if you want to do it with BTC that will be much faster.

I then made a small deposit with BTC (screenshot 1, line 12) and wagered it a couple of times and then made a new whitdrawel, this time with BTC whitch the first (screenshot 2, line 5) was rejected and 2 second (screenshot 2, line 4) was done but as you seen on screenshot 2, line 3 they acktualy just sendt the money to my casino account..

I have sendt them several mails asking whats happening but i dont get any feedback or any effort trying to do this whitdrawel.. as you see in screenshot 2, line 1 i did a new whitdrawel attempt on 12.08 wjitch they havent even tried to do yet or given me any feedback for when they want to pay

Since nothing was happening with this transfer i was about to give up and play it away but after playing a while i thought that was stupid to let them get away with it and gave now made a whitdrawel request for 1000 euro to my BTC wallet but since they dont seems to want to pay me or comunicate with me i dont see any other option but to ask Askgamblers for help again since al my other complaints on this site has been successfull

Regards

Resolved

€1,000

Skrill withdrawal processed on June 12th, but never received in my skrill account

24k approved my skrill withdrawal of 50 euro on the 12th of June. It has never been received into my skrill account.

I have emailed 24k numerous times through their site and on email and have not been responded to in over two weeks?

Skrill have said they have not received any payment and you can see this in my evidence supplied. Im verified also.

Please can AskGamblers help here.

Resolved

€50

Refused to help with bonus related glitch, then closed my account

I had 50 free spins from 24kcasino which I completed and than had to do the wagering of 35times. The terms say the max limit is 3eur however, I am not to make even less than 1 eur spin. Attaching screenshots. I tried talking to them but they were replying as they wouldn't understand what is going on, attaching screenshots. But at this point that is not so important, the most important thing is I had 22mbtc on my account and they disabled it. I cannot log in so that I would be able to present anymore evidence, attaching screenshot showing my account is disabled. I tried sending them emails asking why they closed my account but they do not reply anymore. Not sure how I can give you additional evidence because I did not make screenshots of my balance as I did not assume they would close my account because of the reason they would not be able to fix their bonus issue. It is ridiculous but that is how it was, we were communicating for more than a week, they were not professional at all when replying but still closing account because of getting bored or irritated with me is not normal at all.

Unresolved

Blocked and disabled account and no response from the Casino

I made a withdrawal on 26th of October 98 mbtc (this was my third withdrawal with the casino) and they disabled my account. I tried live chat but it looks like it is always offline, so I left messages several times. However, I did not receive any reply. I also sent and email to support but again no answer. I did not know what else I could do until I found Askgamblers and checked out that 24k casino is amongst the casinos on Askgamblers so maybe you could help me out here. I suppose I won too much and they decided I am not a player they want to have. I am sending the screenshot of the email I sent them and a screenshot when trying to log in. I cannot send anything else as I cannot log in to my account.

Rejected

Very long verification

Hello, I sent a request for withdrawal of funds on May, 1. I checked terms of use attentively. I understand that casino can carry out an additional check of my account. I did not find information about time of check in terms therefore I have some questions.

1. Can I know the reason of additional check?
2. How long will you check my account? What is check stage now? If you do not know this information, I ask to give me contacts of department, which know.
3. What are additional documents I should to provide to accelerate check? I am ready to cooperate to accelerate process.

I am well competent with my rights as consumer of your services. I consider that the operator with good reputation have to carry out check in short time. My check lasts long time. I ask to deal with my problem as soon as possible.

Resolved

$1,065

Blocked my account unfairly

Hi. I'm trying to get my winnings at the casino 24kcasino. They owe me $982. I sent a lot of documents to the casino. I attach the list.

Residence permit of the Republic of Belarus

Selfie with passport of the Russian Federation

Bank statement photo

Certificate from the employer indicating wages

Statement showing wage receipts

I sent the last documents to the casino on June 23rd. After that, the casino blocked me and did not respond to my messages. I think that such behavior in relation to the player is incorrect.

I think the casino has no right to block my account unilaterally without explanation. I know my rights, casinos must explain the reason or get my money back. Please consider my problem.

Unresolved

$982

Unfair and unjustified confiscation of €9,823 winnings

On 16th of september I made a deposit of 25 euros and received 200% bonus in 24k casino and lost it. After that I made second deposit of 100 euros and received 50%. I won 10000 euros playing slot "vampires and wolfs" provided by pragmatic play. After that, I played a lot of other interesting slots. I'd like to point out that the maximum bet which I made was no more than 3 euros. I was required to submit documents to verify my identity. I submitted them. After that my winnings were confiscated, leaving only my deposit of 125 euros. Account wasn`t blocked. The reason for the block was stated as following: "Winning classed void due to abuse of terms". I carefully re-read all of the terms, and I am sure, that I didn`t break or abuse a single term. I sincerely ask Ask Gambler`s team to assist me in solving of this issue.

Resolved