24kCasino - Refused to help with bonus related glitch, then closed my account

Free spins do not work the same as cash bonus, When a win is made on the free spins the win has to be wagered x35, if you win on free spins it doesn't mean your win is now automatically real cash and you can raise the bet, your bet amount is fixed from when you were given the free spins. Your account has been disabled whilst we await your information about source of wealth, Your account has drawn our attention and we are now asking for extra verification to make sure this account is being used correctly and legally (as per our terms and conditions we have the right to request) So please send all the information required stated to you in our last email.

Perfect, now we can start communicating hopefully better. So first of all after the complaint was published only than (exactly 25minutes after the complaint was published) I received an email asking to complete source of wealth check. I already sent the documents (replied to the email).
Now regarding the spins. My question is to you, so what was the value of my free spins? I know the value but would like you to answer, in this case it will be much easier for everybody as you will see yourself the answer.
Another comment and then question: I am not sure if you will claim this but when we were emailing one of your statement was that my currency is btc, that is why I cannot make bets in eur (I attached the screenshot). So regarding this I will say that is completely not correct because when I received a welcome bonus I was able to play with both btc and eur (whenever you open a game the balance is shown either in eur or btc, I guess this is the option of the game provider because as I know some providers do not offer btc option). You might say yes but this is a bonus from free spins so it is different and that is why you cannot place eur, but my answer would be that is not correct as well, because I am allowed to place bet in eur, only the amount might not exceed 0.1eur (I did that and sent you the screenshots before, but you ignored them probably). And whenever my bet is larger than 0.1eur I get error message (and no, my free spins were not worth 0,1 eur, they were worth much more). So the simple explanation is there is some glitch in the system, for some reason when I make a spin larger than 0.1eur I get error message that it is due to the max limit.
Simple as that. You wrote When a win is made on the free spins the win has to be wagered x35, if you win on free spins it doesn't mean your win is now automatically real cash and you can raise the bet, your bet amount is fixed from when you were given the free spins. I hope you see that I understand that my winnings from free spins have to be wagered, I never claimed differently. I will try to say this again: The problem is you do not let me wager them, because whenever I make a spin larger than 0.1eur I get error message. I am not sure what you mean exactly by saying your bet amount is fixed from when you were given the free spins. If I understand correctly then I already did the 50free spins, won 22mbtc and now have to wager them 35times, everything here is understood. Again the problem is you do not let me wager them because I get error message. Now if you mean that I can only make spins worth not more than my free spins were worth (which is not logical at all, I am not new to casinos and every casino same as you do (terms and conditions 9.5 which states that the max bet allowed with active bonus is 3eur) has max bet policy with active bonus and if let's say my free spins are worth 2eur it does not mean my max bet allowed to wager the bonus is 2eur, no, my max bet allowed to wager the bonus is whatever the terms and conditions say unless there are different term for the exact free spins bonus which would say "you cannot wager more than the free spin is worth" (that does not say anything about this in our case). And even if it was the case and you would say sorry we did not write it in terms and conditions but that is our policy, no worries, check how much my free spin was worth, it was way more than 0.1 eur.

Thanks again for your patience.

We have requested further documentation from the player for Source of wealth. and to keep within AskGamblers timeframe we are replying to keep thread open - Please note we are actively tying to resolve the issue with the player via our customer service channels.

Still awaiting;

Payslip /Government Tax Slip
A video of the Online Bank Statement showing URL (can be redacted, but must show activity on screen to prove it is a live video)

Thanks,

24k

Why didn’t you reply anything regarding the free spins bonus glitch.
I sent them my bank statement where they could see that Inreceive salary every month for the last year but that was not enough so they wrote:
Good Morning Mindaugas,

We are unable to complete source of wealth based off of this one piece of information. The file is in Lithuanian and test is unable to be translated as it's a pdf.

Could you please show:

Payslip
Government Tax Slip
Proof of ownership of Bitcoin wallet address
A video of the Online Bank Statement showing URL

Many thanks for your co-operation


I sent them screenshots of bitcoin deposits to 24kcasino (4 deposits in total). If that will be not enough for them I will make a video of my online bank statement and will also send it here to askgamblers.

With regards to bonus;

The offer was Loyalty Free Spins not a bonus, the player is unable to change the bet value as in this instance he won.

The player is restricted to stay with the same bet amount until wagering complete. In this case the player opted for loyalty points Free Spins at 0.10c per spin. Max bet remains the same within the wagering requirement.

Thanks,

24K

That is not correct what you are saying. My free spins were not worth 0.1c per spin. It was 0.5 per spin. You can easily check that, the game that the free spins were given (Sugar pop) does not even have an option for 0.1 spin, the minimum value is 0.5. Just open the game and try to make a 0.1 spin - not possible. The funniest thing is I did the free spins on the for the value of 0.5 and after the free spins were finished I could not continue playing on that game because it says max bet reached while it was the same value of the free spins. Don't you still see that there is a technical problem here?

As I understand my proof of bitcoin deposits were not enough so sending you the video of my online bank statement showing the last transaction of my salary. Also showing last 12 months transactions for my salary.
I do not receive any payslips, doesn't work this way in my country. I have a work agreement and receive salary every month.
I sent the video by email. Would like to send to askgamblers as well, however, as the file is mov I cannot upload it here.
If 24kcasino says that the video is not ok or something like that I would like to send it to you Askgamblers somehow to prove that everything is more than sufficient there (I believe I even showed too much, they shouldn't be able to legally require things like that as I cannot cover information while it is a video).

AG

Player identified as part of a larger group of fraudulent Lithuanian players.

Country will be blocked permanently.

Evidence will be submitted to support via ticket

Are you kidding me? I submitted everything you requested, and now you say I am fraudulent player? You are really a joke not a casino. I have my account for over a year.
Askgamblers please take a serious look at the "evidence" they will present, cause if they present some "evidence" it means it is fake evidence cause I am not a fraudulent player and what nonsense are you saying about larger group?
I don't care about the bonus that I had left with 24k but they cannot accuse me of some nonsense. That's it, last lesson for me, no more playing with curacao casinos

Having issues replying to this thread , it is not posting my replies...

For some reason I don't have any issues replying. And by the way, you just replied so you can post whatever you couldn't before, because of the issues

Dear 24kCasino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.