24Casino - Печалбите на играча се конфискуват.

I have been playing in this casino for about 3 to 4 months and have already withdrawn 600€.

A day ago I deposited €50 and got 100% credit. So I played with €100 and won an incredible €1200 on Amazon with a stake of 30 cents. Then I had to keep playing until I had played the bonus value of €2250.

Finally I paid out 1050 € and today I got this message

Dear CHRISTOPH,

We have to inform you that the bonus you have been playing with has a maximum win amount, which is specified in our bonus terms and conditions. The excessive winnings have been confiscated. Thank you for understanding.

Best regards,

24Casino Support

Ticket ID: KTWHFI

I played the bonus according to the casino's rules and now my account is blocked and the money is gone

Ich spiele schon seit ca 3bis4 Monaten in diesem Casino und habe auch schon 600€ ausbezahlt.

Vor einem Tage habe ich 50€ einbezahlt und habe 100% Guthaben dazu bekommen. Also habe ich mit 100€ gespielt und bei Amazon extreme 1200€ gewonnen bei einem Einsatz von 30cent. Dann musste ich ja noch weiter spielen bis ich den Bonus Wert von glaub 2250€ gespielt habe.

Schlussendlich habe ich 1050 € auszahlen lassen und heute bekam ich diese Nachricht

Dear CHRISTOPH,

We have to inform you that the bonus you have been playing with has a maximum win amount, which is specified in our bonus terms and conditions. The excessive winnings have been confiscated. Thank you for understanding.

Best regards,

24Casino Support

Ticket ID: KTWHFI

Ich habe den Bonus nach den Regeln des casinos gespielt und jetzt ist mein Konto gesperrt und das Geld ist weg

Dear Pslive,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Casino. I checked the rules of the bonus found in the casino's terms and conditions:

Soweit nicht anders angegeben, unterliegen No Deposit Boni einem Mindestumsatz von 50x und einem maximalen Gewinn und somit maximaler Abhebungsbetrag von 2x dem Bonuswert.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino cap your winnings accurately according to the rule above to your knowledge?
• Do I understand correctly that the casino blocked your account, and payout, in addition to confiscating part of your winnings?
• Could you please share with me your communication with casino support attempting to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello and thank you for the quick reply.

I have now received €500 from the casino, but the other €550 are gone and my account is no longer blocked.

I have met all wagering requirements.

The funny thing is, I wanted to withdraw 500€ at the beginning, I requested it, but then I canceled it myself.

Then I wanted to withdraw €250 and continue playing with the other €250. I won again with that money and then wanted to withdraw another €500 and €300. They approved the €500, but canceled the rest.

Can I take a screenshot here

Hallo und vielen Dank für die schnelle Antwort.

Ich habe nun 500€ von dem Casino bekommen, die anderen 550€ sind aber weg und mein Konto ist nicht mehr gesperrt.

Ich habe alle Umsatzbedingungen erfüllt.

Das lustige ist, ich wollte am Anfang 500€ auszahlen, habe das auch beantragt, dann aber selber wieder storniert.

Dann wollte ich 250€ auszahlen und mit den anderen 250€ weiterspielen. Mit dem Geld habe ich dann wieder gewonnen und wollte dann noch 500€ und 300€ auszahlen lassen. Die 500€ haben sie genehmigt, den Rest haben sie storniert.

Kann ich hier einen Screenshot

I haven't contacted the casino chat yet because that usually doesn't help

Ich habe mit dem Chat vom Casino noch keinen Kontakt aufgenommen weil das in der Regel nichts bringt

Here is a screenshot of the bonus

Hier noch ein Screenshot vom Bonus

Thanks for the update and explanation.

If you experience an issue with the casino, we advise you to always attempt to resolve the issue with the casino yourself first.

Have you asked the casino to return the remainder of the remainder of the winnings? What response have you received?

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Pslive,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.