24K Casino - Аккаунт игрока заблокирован.

i have played here for a week or more and had no issue until i went to make a withdrawal.

the account was locked and no notice of this given, i had some very minimal correspondence from the vip manager claiming fraud on my part, this is a complete fabrication on their part as i have played a number of other casinos using the exact same ip address and deposit methods also using the same documents to verify the account and have never experienced such dishonest behavior form a provider before .

the amount due is actually less than i had deposited , the support team refuse to answer and queries sent, the phone number provided does not work either

there is clearly a system in place here for any one that wins to be blocked and hope they give up

Dear Dave,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without active bonus? Have you completed the account verification successfully in the past?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

Thanks or getting back to me

I can confirm that I had no active bonus an the account, i had been previously verified at a number of other casinos, ( surf casino, lucky days & woo casino etc ) the previous verification's were with the same documents that i have provided to 24k .

I will forward the communication to you via e-mail today.

Regards,

David.

Dear Dave,

Thank you very much for forwarding all the relevant communication.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? 

Hi

there has been no one else in my heme ot use the wifi or open another account

Thank you very much, Dave, for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dave,

I am very sorry to hear about your issue. I will do my best to help you.

24K Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Thanks Zuzana

I have had some contact from the VIP account manager.

She has confirmed that my documents submitted are good butt here is a further fraud investigation regarding the IP Address a number of accounts opened ?? they have also advised that he game provider has been contacted by them for verification ( i was playing lucky joker 40 which is not a jackpot game )

this is 12 days after the the account ha been disabled

We would like to ask the 24K 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

AS of this afternoon the VIP MANAGER has confirmed that the payment will be sent to me in 3 lodgments today, tomorrow and the day afterwards.

I will keep you updated as im still a little skeptical as they have promised this a number of times already

but on a positive note they also confirmed my account is legit and that I do in fact exist , ha ha.

May we ask if there is any update?

Dear Dave,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.

Additional comment from the player:

sorry for the late reply

this eventually was resolved

a whole lot of hassle and really not a good experience