24Slots Casino - Запрос игрока на закрытие счета был проигнорирован, несмотря на значительные потери.

24Slots.com completely ignores player protection!

I sent my VIP manager Katrin B. a message on June 12, 2024 to close my account because I lost over €10,000 in a week.

However, Ms. B. didn't close my account, but instead promised me a new bonus!

After I lost over €20,000 again in one month, I asked Ms. B. again on July 12, 2024 to delete my account! This request was also completely ignored by Ms. B.!

THIS PROCEDURE IS ABSOLUTELY AGAINST THE PROTECTION OF AN ADDICTED PLAYER!

Therefore, it is the casino's duty to pay me back my losses after June 12th, 2024!

We're talking about €22,823.19!

Dear Misterx113, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I have sent you the requested documents by email.

Ich habe Ihnen die gewünschten Dokumente per Email zugeschickt.

Thank you for your emails. Please forward me the original email (not a screenshot) from 13 June along with the casino's reply if there was any at veronika.l@casino.guru.

I forwarded you the original email. There was no reply. As you can see from the transaction overview, I deposited huge amounts of money again from June 16th.

Ich habe Ihnen die Original Email weitergeleitet. Eine Antwort darauf gab es nicht. Wie Sie der Transaktionsübersicht entnehmen können habe ich dann ab dem 16.06. wieder Unmengen an Geld eingezahlt.

Thank you very much, Misterx113, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Misterx113,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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.

The evidence is clear! The casino does not respond to emails nor does the casino respond here!

Absolute fraud!

Casino Guru what can we do?

Die Beweise liegen ganz klar vor! Das Casino reagiert weder auf Emails noch antwortet das Casino hier!

Absoluter Betrug!

Casino Guru was können wir machen?

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Misterx113,

I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Be aware that the 24Slots Casino is currently without a valid license and has a low safety index on our site. 

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear 24Slots Casino team, 

Could you provide some context for the situation, please?

Dear Jozef,

We have forwarded additional information regarding this case and want to share some of it here as well. This issue has also been discussed and handled with a separate entity.

With that entity after a thorough investigation it was proven that the indications provided by the Player were service-related only and the case was handled accordingly. Therefore, there is no basis for a refund.

Kind Regards,

24Slots Casino Team

Dear Misterx113,

Could you please share your communication with the ADR and their decision?

Hello, the email from Gaming-Cuaracao is an absolute joke.

The reasoning and the decision as well.

I'll be happy to forward the email to you. Where should I send it?

Hallo, die Email von Gaming-Cuaracao ist ein absoluter Witz.

Die Begründung und die Entscheidung ebenso.

Gerne leite ich Ihnen die Email weiter. Wohin soll ich sie schicken?

You can forward it to my email address below.

jozef.k@casino.guru

I sent it to you by email

Ich habe es Ihnen per Email geschickt

Dear 24Slots Casino team,

May I kindly ask you to respond to the evidence provided below? Do you suggest that it was altered?

This is EN translation:

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.

Dear Jozef,

As per your request, we have forwarded the relevant information directly to you.

Kind Regards,

24Slots Casino Team

Dear 24Slots Casino team,

I confirmed receiving it, and I have requested further specifications.

We are extending the timer by 7 days.

Dear Misterx113,

I confirm that I have received relevant evidence from the casino team. Unfortunately, I have noticed possible signs of alteration. Additionally, since the regulator has decided in favor of the casino team, I must close this case as rejected

Best regards, Jozef