i24Slots Casino - Виграш гравця було зменшено.

Hello. I am having an issue with a casino that doesn't want to release my withdrawal. I deposited money on their site and quickly won about 3000 euros. During the verification process, I was unable to identify myself with a Swedish driver's license, so I had to schedule an appointment with the police to get a new passport as mine had expired. This process took about a week. Nothing was mentioned about any limitations of withdrawing the entire amount during my conversations with their support, which were almost daily. But when the verification process was finally complete, I was only allowed to withdraw 300 euros. According to the support team, I was supposed to gamble away the remaining amount or they would just discount them. None of this was mentioned during our chat conversations the weeks prior. Now I am stuck with 1800 euros that they are just going to throw away. Also, they claim to be licensed, when they actually are not.

Kind Regards, Anna

Hej. Jag har ett problem med ett casino som inte vill betala ut mitt uttag. Jag satte in pengar på deras sida och vann i snabb takt ca 3000 euro. Vid verifeieringsprocessen så fungerar det inte att legitimera mig med svenskt körkort så måste boka tid hos polisen för ett nytt pass, mitt hade gått ut, och det tog ca 1 vecka. Ingenting sas om att jag inte skulle kunna ta ut hela summan vid kontakt med supporten, som var nästan dagligen. Sen när verifieringsprocessen väl är klar då får jag bara ta ut 300 euro och enligt supporten så ska jag spela bort dem eller om de ska ta bort dem. Inget av detta sas under vår chat konversation veckorna innan. Så nu har jag 1800 euro som jag bara ska kasta. Det står dessutom att de har licens fast de inte har det.

MVh Anna

Dear Andersson209,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with this complaint, could you please post the casino's website link here in this thread?

Thank you very much in advance for your reply.

Best regards,

Kristina

https://www.i24slots.com/

Hello. Don't know if they save the chat conversation, but otherwise you can check there what we have written to each other. There you can see how difficult they made it for me and that they were spiteful towards me.

Sincerely, Anna

Hej. Vet inte om de sparar chat konversationen men annars kan man kolla där vad vi har skrivit till varandra. Där syns det hur svårt de gjort det för mig och att de var spydiga mot mig.

Med vänlig hälsning, anna

Thank you for your reply, Andersson209. Did you accumulate your winnings with or without an active bonus?

Have you received any explanation regarding the reduced winnings? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello. I played without an active bonus. In the chat they just say that they can only withdraw what you deposited and then a turnover x10. I deposited 30 euros so 30x10=300. They tell me to play them back or they will remove them. It is not fair that they should hear that.

Hej. Jag spelade utan aktiv bonus. I chatten säger de bara att de bara kan ta ut det du satt in och sen en omsättning x10. Jag satte in 30 euro så 30x10=300. De säger att jag ska spela upp dem eller att de tar bort dem. Det är inte rimligt att de får höra så.

now when i try to log in this page comes up

nu när jag försöker logga in kommer denna sida upp

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Hello. I still don't get back on the page and I don't know if there is any relevant data to provide.

Hej. Jag kommer fortfarande inte om på sidan och jag vet inte om det finns någon relevant data att ge.

Thank you very much, Andersson209, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Andersson209,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, in the meantime, please provide me with the following information:

• Why does the email on one of your screenshots (from the casino account) differ from the one you filled out upon submitting the complaint as the casino account email? In addition, you registered on casino.guru with a completely different email. Can you explain it?
• On the same screenshot, there is the option "I don't want any bonuses", and this option is not ticked. So, are you sure you did not use any bonus on your disputed account?
• Do I understand correctly that you registered more than 1 account at the casino?

Please note that if you do not answer my questions, I will repeat them until I receive satisfactory answers.

Now I would also like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear i24Slots Casino team,

Could you please explain the player's situation in more detail? Why has her account been blocked/closed and the winnings confiscated? What steps should the player take to unblock the account and/or withdraw the disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello. It is my son's email and he is on the apple id.

Hej. Det är min sons mail och han som står på apple id.

got these sent., they have confiscated my money as they cannot be withdrawn. That's my only concern. That I have won money but cannot withdraw it.

fick dessa skickade., de har ju konfiskerar mina pengar då de inte kan tas ut. Det är mitt enda bekymmer. Att jag har vunnit pengar men kan inte ta ut dem.

Thank you for the update, Andersson209. Since you did not use any bonus to accumulate your disputed winnings, we consider the applied rule to your real money balance/winnings and the casino's approach very unfair.

Let's wait for the casino's response. However, in such circumstances, we will definitely ask the casino to reconsider its decision and restore the confiscated winnings.

it is not directly confiscated. I just can't take them out. I have won and then it didn't matter how much I bet. It shouldn't be possible to win money, because that's why I play, which you can't then withdraw. I had to get a passport to even pass the verification process.

det är ju inte direkt konfiskerade. Jag får helt enkelt inte ta ut dem. Jag har vunnit och då spelat det ingen roll hur mycket jag satt in. Det ska inte vara möjligt att vinna pengar, för det är därför jag spelar, som man sen inte kan ta ut. Jag fick skaffa ett pass för att ens klara verifieringsprocessen.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They probably don't care because they seem to have a bad rating already. If they don't answer, is there nothing to do?

De bryr sig säkert inte eftersom de verkar ha dåligt betyg redan. Om de inte svarar, finns det inget att göra då?

Dear Andersson209,

I contacted the casino, and the only information I received was that they should have been in contact with you, they clarified the situation with you, and that in case I need any further help, I should contact them via their live chat or email again...

Unfortunately, since we have not received any relevant response from the casino regarding the issue and the casino's customer support obviously did not help you with that at all either, after reviewing all the gathered details, we consider the casino's approach and generally applying rules like the above-mentioned one strictly unfair. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

As for your question - since the casino does not own any valid gaming license, it is not regulated by any gaming authority, there is likely nothing else you could do. A lawyer would likely cost you a lot of time and much more money than you dispute, so it is not a solution. On the other side, the decrease in the casino's rating due to unresolved complaints could change its approach in the future. So, I would say that the only way how to get your disputed (confiscated) funds back is to wait until the casino reconsiders its rules and approach, and its decision regarding your winnings confiscation.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru