24Casino - Аккаунт игрока был закрыт.

Hello,

I requested a withdrawal of €4,000 yesterday! Customer support has confirmed to me several times that my account is fully verified (I have several screenshots of it)! Now I received a message saying I still need to upload the receipt for my last payment. I wanted to log in immediately and upload it, but I can't access the casino anymore! Please help me!

LG Vincent

Hallo,

ich habe gestern eine Auszahlung von 4.000€ beantragt! Der Kundensupport hat mir mehrmals bestätigt dass mein Konto vollständig verifiziert ist (ich habe mehrere Secreenshots davon)! Jetzt habe ich eine Mitteilung bekommen, dass ich noch den Beleg der letzten Zahlung hochladen muss. Ich wollte mich sofort einloggen und diesen hochladen. Ich komme aber nicht mehr ins Casino! Bitte helfen sie mir!

LG Vincent

Dear vincmocha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better, could you please provide more details regarding your situation? Here are some questions that will help us understand the issue further:

• Could you please send me a screenshot of the error you see when trying to log into your casino account?
• Have you contacted the casino customer support after you found out you could not access your account? If so, what was their reply?
• When exactly did you last have access to your account?
• Did you accumulate your winnings with or without a bonus?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica,

Thank you for your message.

There was a technical problem for all users yesterday. The site was offline for several hours. I played without bonus money. I've requested a withdrawal again. If it isn't in my account by Friday, I'll get back to you. Thank you.

Kind regards

Hallo Veronika,

vielen Dank für ihre Nachricht.

Es war gestern ein technisches Problem für alle User. Die Seite war mehrere Stunden für alle offline. Ich habe ohne Bonus Geld gespielt. Ich habe die Auszahlung erneut angefragt. Sollte diese nicht bis Freitag auf meinem Konto sein melde ich mich wieder. Vielen Dank.

Freundliche Grüße

Dear Veronika,

There's more information about my problem! The casino rejected my withdrawal a second time yesterday, allegedly because of problems with the payout provider (fixipay). After the cancellation, they asked me to withdraw again using fixipay! The live chat keeps saying different things. Yesterday, I was confirmed that the problem had been resolved, but today it hasn't been resolved (I have screenshots of all relevant chats). I find it very strange. What's the best way to proceed? It would be great if you could intervene. Thank you very much.

Kind regards

Liebe Veronika,

es gibt weiter Informationen zu meinem Problem! Das Casino hat die Auszahlung gestern ein zweites Mal abgelehnt weil es angebliche Probleme bei dem Auszahlungs Provider (fixipay) gibt. Nach der Stornierung haben sie mich gebeten erneut mit fixipay auszuzahlen! Der Live Chat sagt immer andere Sachen gestern wurde mir bestätigt dass das Problem behoben ist heute wieder nicht (ich habe von allen relevanten Chats Screenshots). Ich finde es sehr komisch. Wie soll ich am besten vorgehen? Es wäre super wenn sie eingreifen können. Vielen Dank.

Freundliche Grüß

Dear Veronika,

Unfortunately, this whole problem continues.

The casino has been telling me for several days that there are problems with the payment system when making withdrawals. I was told that Fixipay is having problems and that I should use Mifinity to make the withdrawal, which would speed things up. Now I've been told that there are general problems with all bank transfers. I feel like my withdrawal is being artificially delayed. I have screenshots of all live chats. I'm asking for your help and to contact the casino.

Thank you.

Kind regards

Liebe Veronika,

leider geht dieses ganze Problem weiter.

Das Casino sagt mir seit mehren Tagen es gibt Probleme mit dem Zahlungssystem bei der Auszahlung. Mir wurde gesagt dass Fixipay Probleme hat und ich die Auszahlung mit Mifinity tun soll das wurde es beschleunigen. Jetzt wurde mir gesagt dass es generelle Probleme mit allen Banküberweisungen gibt. Ich habe das Gefühl dass meine Auszahlung künstlich nach vorne geschoben wird. Ich habe von allen Livechats Screenshots. Ich bitte um eure Hilfe und in Kontakt treten mit dem Casino.

Vielen Dank.

Freundliche Grüße

Thank you for keeping me updated. Please forward me all the communication between you and the casino customer support regarding this issue at [email protected].

Also, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Have you made any successful withdrawals from this casino before?
• Could you kindly send me a screenshot of the payment methods you see in your profile available for withdrawal?

Hello Veronica,

I have sent you all the screenshots of the chats via email.

No, I haven't been informed of an alternative way to withdraw my winnings! The chat just keeps telling me to be patient and that the problem will hopefully be resolved soon. A chat agent told me it might be faster if I cancel my withdrawal with Fixipay and withdraw it with Mifinity (you can see all of this in the screenshots).

No, I haven't made a withdrawal from the casino before this one. I deposited approximately €3,500 and now want to withdraw €4,000.

Of course, I've attached a screenshot of the available withdrawal methods to the email. I've only ever deposited with Apple Pay and am fully verified. I would like to withdraw the money to my bank account.

Thanks.

Hallo Veronika,

ich habe dir alle Screenshots von den Chats per Mail zukommen lassen.

Nein ich wurde nicht über eine Alternative informiert meine Gewinne abzuheben! Der Chat verweist mich immer nur auf Geduld und dass das Problem hoffentlich bald behoben ist. Ein Chat Mitarbeiter hat mir gesagt dass es womöglich schneller geht wenn ich meine Auszahlung mit Fixipay storniere und mit Mifinity auszahle (dies kannst du alles in den Screenshots sehen)

Nein ich habe noch keine Auszahlung vor dieser beim Casino gemacht. Ich habe ungefähre 3.500€ einbezahlt und wünsche jetzt einen Betrag von 4.000€ auszuzahlen.

Natürlich den Screenshot der verfügbaren Auszahlungmethoden habe ich in der Email angehängt. Ich habe immer nur mit Apple Pay einbezahlt und bin vollständig verifiziert. Ich möchte die Auszahlung auf mein Bankkonto auszahlen.

Danke.

Hello Veronica,

thank you very much for your help.

The money just arrived.

You can close the case!

Kind regards

Hallo Veronika,

vielen Dank für ihre Hilfe.

Das Geld ist soeben angekommen.

Sie können den Fall schließen!

Freundliche Grüße

Dear vincmocha,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru