Complaint #4 24VIP Casino

Withdrawal impossible

By Monik

7 years ago

Hello,
24vipcasino offers cashlib as deposit and I use this deposit but when I wanted to make a withdrawal, the bank transfer is not offered, only one option is available, withdrawal by credit card. It is therefore impossible for me to ask for a withdrawal and the support does not bring me any solution.
A casino that offers the cashlib option to deposit must be able to offer an adequate means of withdrawal!

Disputed Casino 24VIP Casino

Reason Delayed payment

Discussion

24VIP Casino

• Representative

7 years ago

Dear @fb_1136052773071983,

We are now offering Bitcoin Withdrawals again.

We just sent an email to our players with instructions on how to request BTC withdrawals.

Let us know if you still wish to close your account.

Best regards,

24VIP Management

AskGamblers

• Support Team

7 years ago

Dear @fb_1136052773071983,

Please confirm if the issue has been resolved. Please be in aware that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

24VIP Casino

• Representative

7 years ago

Dear @fb_1136052773071983,

Are you 100% sure you want to close your account?

Note that in the coming days we will have Bitcoin withdrawals. This means you can get your funds through Bitcoin and having a Bitcoin wallet in an Bitcoin exchange site, you will be able to transfer funds back to your bank account. This is simple intermediate step to get your funds via Bank transfer.

I have used Kraken.com to exchange Bitcoin for Euro and transfer to EU banks.

We will respect your decision in any case. I just want to be sure you are certain about closing account will still having a positive balance.

Thanks for your time.

24VIP Management

AskGamblers

• Support Team

7 years ago

Dear @fb_1136052773071983,

Thank you for your cooperation.

24VIP Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $92

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

24VIP Casino Complaint Summary

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

So far, 2 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

24VIP Casino Complaints

See all complaints for this casino

Slow withdrawal process and stopped all communication

I signed up with an ND bonus in December of 2022.

Per the casino's T&Cs, all requirements were met. I initiated the withdrawal on 1/13/23.

I deposited 25.00 via Bitcoin and met the playthrough requirements per the terms as well. Since then, they have stopped responding to my emails, now when I call they pick up the phone receiver and hang up. This happens about 3 times when I try calling back to back. Then eventually it rings about 3 times and you hear a busy signal.

I have screenshots but I no longer see the option to add attachments on this form.

Unresolved

$100

No Weekly or Monthly cashback as advertised and ghosted by Customer Support

Have been trying to contact customer service regarding cashback bonuses based on vip level for weeks on end and have been ignored. Ive sat on chat for hours this last month and have not received 1 response. Most of the time chat says an agent isnt available. Ive sent multiple emails--zero response. Ive called and the phone automatically hangs up every time. Ive spent thousands and thousands of dollars and its frustrating being ghosted by Customer Support.

Unresolved

Payment refused or intentionally delayed

Dear Sirs,

On the December 10th, i received from this casino a 5€ loyalty token, that if used to play some slots, and made some winnings with them.

I complied with all of the terms and conditions of the claimed bonus, and by that, i made a withdrawal request of 50 €, the maximum amount possible for this kind of bonus (although i ´d made more than that value in my winnings). With this request, my problems with this casino started, they've asked me for a lot documents, documents that I'd already sent them in the past, but even so, i complied with those requests and sent them all of the documents requested. Each time i send one or two documents, another email came asking for other documents, and i replied, and them other were requested, until we came to a non understanding theme. The casino is asking for copies of all the credit cards i used to make deposits, but i do not use credit cards to deposit, i only use virtual cards, witch i sent all of the copies they've asked for, as you will be able to see in the attach documents i send here (and lets not forget, the my earnings came from a loyalty bonus, and not from a deposit)

I would like your help to solve this issue with the casino, i still haven't been paid for my winnings, and the only answer i get from the casino is for me to send them copies of the credit cards, even though I've already told them several times that i don't use physical credit cards to deposit.

Thank you so much, best regards,

Marco < surname removed >

Resolved

€50

Accepting deposits from UK players without having a license

This casino has no uk license yet they accepted my regestration and deposits. They are in breach of the UK gambling commission. I question a member of there staff on chat and asked for there license number he couldn't give it me. I told him to cancel my deposits and close my account. He just blocked me and closed my account with no money back.

Resolved

£240