24slots Casino - Аккаунт игрока был заблокирован, а его выигрыш конфискован.

Hello !

I had a very lucky win of over €7300 at said casino. I hadn't played with bonus money, it was all for REAL MONEY BET only. To be more precise, I had a bonus buy at "Frutz" with a stake of 255.60 and a profit of €5156.28! Then followed smaller but not insignificant wins up to a total of over €7000.

I requested a withdrawal of €8000 on 6/6/2023. This was rejected a few days later by the casino on the grounds that I was only allowed to withdraw a MAXIMUM €5,000 PER WEEK. Well said and done and requested a withdrawal of €4300 as I had already withdrawn €600 this week. A week later I received an email from the casino that I allegedly violated the "duplicated accounts policy" because ALLEGEDLY (!!!) I had another account. I can't imagine ever opening an account there, at most with a partner casino (e.g. Slotamba). I then asked for more information about the alleged case and unfortunately have not received an answer to this day (usually emails are answered very quickly).

The deposit amount (€458) was then transferred back to me and the account was blocked immediately. Since then, despite my inquiries, I have heard nothing from the casino. In my opinion, this is pure abuse of power and constitutes a criminal offence.

Here are a couple of proof screenshots:

Proof of Deposit and Withdrawal

profit proofs

Statement from the casino claiming that there was a duplicate.

Hallo !

Ich hatte bei dem besagten Casino einen sehr glücklichen Gewinn von über 7300€. Ich hatte nicht mit Bonusgeld gespielt, war alles nur mit ECHTGELDEINSATZ. Genauer gesagt hatte ich bei einem Bonus Buy bei "Frutz" bei einem Einsatz von 255,60 einen Gewinn von 5156,28 € ! Dann folgten kleinere aber doch nicht unwesentliche Gewinne bis zu einer Gesamtsumme von über 7000€.

Ich beantragte am 6.6.2023 eine Auszahlung von 8000 €. Diese wurde wenige Tage später von Seitens des Casinos abgelehnt mit der Begründung, dass ich nur MAXIMAL 5000 € PRO WOCHE abheben darf. Gut gesagt und getan und beantragte eine Auszahlung von 4300€, da ich diese Woche schon 600 € abgehoben hatte. Eine Woche später kam eine Mail vom Casino, dass ich angeblich gegen die "duplicated accounts policy" verstoßen haben soll, da ANGEBLICH (!!!) ein weiterer Account von mir vorliegen solle. Ich kann mir nicht vorstellen jemals dort einen Account eröffnet zu haben, höchstens bei einem Partner Casino (zum Beispiel Slotamba). Daraufhin verlangte ich mehr Informationen zu dem angeblichen Fall und bekam leider bis heute keine Antwort (in der Regel wird sehr schnell per Mail geantwortet).

Mir wurden daraufhin die Einzahlungssumme (458 €) zurücküberwiesen und der Account wurde sofort gesperrt. Seitdem hörte ich von dem Casino trotz meiner nachfragen nichts mehr. Das ist in meinem Augen purer Machtmissbrauch und stellt eine Straftat dar.

Hier ein Paar beweisscreenshots:

Einzahlungs und Auszahlungsnachweise

Gewinn Nachweise

Statement vom Casino mit der angeblichen Begründung, dass ein Duplikat vorläge.

Dear Greyfairytayle, 

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. How long have you been playing at the casino? Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

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, 

Veronika

Hi ,

I have a single household, so no, the possibility of someone else registering with the IP address is excluded. Yes, I have successfully passed the KYC procedure and have already successfully made several payments!

I've been playing there for about 3 weeks.

Hi ,

ich habe ein Single Haushalt, also nein die Möglichkeit dass jemand anderer mit der ip Adresse sich anmeldet ist ausgeschlossen. Ja ich habe das KYC Verfahren erfolgreich bestanden und schon mehrere Auszahlungen erfolgreich getätigt!

Ich spiele ca seit 3 Wochen dort.

Thank you very much, Greyfairytayle, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Greyfairytayle for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 24Slots Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if can do anything to help resolve this issue.

Thank you!

Hello Greyfairytayle and Peter,

Thank you for reaching us with this matter!

The system detected an IP match between the Player and another account with the username "Simon4192" which was registered prior to his.

A thorough investigation was carried out due to the signal from our system. It resulted in a lot more findings including but not limited to:

1. Both accounts were registered on the same date, with a few hours difference.

2. Both owners are of the same age

3. Both are from the same city.

4. Both share addresses which are very close to each other.

5. Both deposited with the same method.

6. Both play the same casino games.

7. Both use the same betting strategies. 

This is just a part of the findings which led us to take the appropriate actions. All of this is of course covered by our terms and conditions as well, which the Player agreed to when registering with us:

https://24slots.com/pages/terms-and-conditions

3.10. The customer’s account must be registered on his/her own, personal, and correct, name and personal details. The customer must ensure that all data given at the registration stage is true, complete, and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address, and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the customer has to register personally. Furthermore, a customer can only have one account. Any other accounts which a customer opens with the company, or which are beneficially owned by the customer shall be considered duplicate accounts. 24slots shall close any duplicate account/s consequent to the identification of the main account. If 24slots closes a duplicate account all bonuses, free bets, and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to 24slots, 24slots shall seek to recover the loss incurred directly from any other of your accounts.

3.11. A duplicate account is considered as such in any case where the account IP address, Personal details, payment account number, and site cookies match with an already existing account with the company. 

In conclusion the actions taken against this account are final and will not be subject to change as we have more than enough evidence to connect both accounts.

Kind regards,

24Slots Casino Team

Thank you very much for the update. Dear Greyfairytayle, are you aware of such activity, this is considered against terms and conditions and will result in your complaint being rejected.

Thank you!

Thanks for the reply - this user is known and a friend of mine and was at my apartment at the time. He showed me this site and I then registered on the site, so it can't be a duplicate! An identity check can also be carried out on both sides, we are two different people.

Danke für die Antwort - dieser Benutzer ist mir bekannt und ist ein Freund von mir und war zu diesem Zeitpunkt bei meiner Wohnung. Er hat mir diese Seite gezeigt und ich hatte mich daraufhin auf der Seite registriert, also ein Duplikat kann es also nicht sein! Es kann auch gerne eine Identitätsprüfung beiderseits vorgenommen werden, wir sind zwei verschiedene Personen.

Dear 24Slots Casino Team, would the players be able to pass an identity check proving that they're two different people?

Thank you in advance!

Dear Greyfairytayle, I have discussed your complaint in great detail with a casino representative and we came to a conclusion. I would advise you to not play with your friend in the future as this is considered collusion in many casinos and may cause your account to be blocked as it was here. It is an industry standard that one account is allowed only once per person and you used similar betting patterns which resulted in your accounts being flagged as duplicates, I'm unable to help you further in this matter as the casino provided sufficient evidence.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.