24Casino - Das Spielerkonto wurde unerwartet geschlossen.

I deposited 120e and 150e at the casino the first time I didn't choose a bonus but it was forcibly added to my balance. I played and then canceled the bonus balance. I deposited 150e and won 460e without any bonus at this point my account said that the account was confirmed. Surprisingly the account was deactivated. Customer service said that it was only temporary and the withdrawal would be made soon. At this point I sent all the documents and screenshots of casino transfers and winnings. Five days passed when I received a message that the administration had decided to close my account. They asked for exact payment information and account numbers. The message said that the money you deposited would be returned to you. After that I haven't received any contact. I demand the entire 460e even though they ended the customer relationship so the funds are mine. I need help with this because no one answers the email. You can't write to the live chat because it requires a deposit before opening it.

tallensin kasinolle 120e sekä 150 e ensimmäisellä kerralla en valinnut bonusta mutta se oli pakkolaitettu saldooni. Pelasin ja peruutin sen jälkeen bonus saldon. Tallensin 150 e ja voitin ilman mitään bonusta 460 e tässä vaiheessa tililläni luki että tili vahvistettu. Yllättäen tili poistettiin käytöstä. Asiakaspalvelu ilmoitti että se on vain hetkellistä ja nosto pian suoritetaan. Lähetin tässä vaiheessa kaikki dokumentit sekä kuvankaappaukset casinosiirroita ja voitoista. Viisi päivää kului kun sain viestin että hallinto on päättänyt sulkea tilini. Pyysivät tarkat maksutiedot ja tilinumerot. Viestissä luki että tallettamasi raha palautetaan sinulle. Sen jälkeen en ole saanut mitään yhteyden ottoa. Vaadin koko 460 e vaikka lopettivat asiakassuhteen niin varat ovat minun. Tarvitsen apua asiassa koska kukaan ei vastaa sähköpostiin. Live chattiin ei voi kirjoittaa koska vaatii talletusta ennen sen aukaisemista.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you received? Was it added to your deposit, or was it a free no-deposit bonus?
• How much of the wagering requirements had you completed when you decided to cancel the bonus?
• Did you receive any pop-up notifications or warnings informing you that your balance would be confiscated if you decided to cancel the bonus?
• Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Kata-85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru