I joined this casino at the beginning of March. On the 8th March I decided to cancel my account as I believed I was betting too much. In live chat they advised to send a request via email, which is what I did. I sent an email to support@play24bet.com (copy of email attached) asking for my account to be closed. Based on the Responsible Gambling policy my account should have been closed from that point and yet I didn’t receive a response and my account was left open.
As my account was not blocked, I then deposited a further €589.
Point 14 of the casinos Ts&Cs states to cancel the account state “close my account” in an email, which is what I did (copy of T’s &Cs attached), however, as mentioned my account was not closed.
The casino has now blocked me from accessing my account (as of 3rd April) for asking too many times where my withdrawal was (it arrived two weeks late). I can’t access my deposits on my account and so I have attached Copies of my bank statements showing the deposits to the casino made from 9th March - 23rd March attached.
Because of the above breaches in Ts&Cs I asked the casino if they would refund me the deposits I made after I asked for my account to be closed, minus my withdrawal amount, which would be €449 (€589-€140). To date I have not received a response. Copy of Emails attached from 7th and 8th April.
Please can you help