The player from Germany requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. We closed the complaint as resolved since the player confirmed receipt of the payment.
24Slots Casino - Player believes that their withdrawal has been delayed.
Amount: €5,000
24Slots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Hello Casinoguru Team,
I made a withdrawal amounting to 5000,-€ on 11/09/2023.
The withdrawal has not been processed till today, and there has been no assistance whatsoever despite multiple contacts with the live chat feature.
I've had multiple successful payouts at this casino in the past, however, this withdrawal has been disproportionately delayed. Each time I contact live chat, the recurring response is that my issue is being dealt with high priority. All previous withdrawals were processed within a business day and transferred to my bank account within the next two days.
I would appreciate it if you could assist me with my issue.
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7 months ago
Dear Maurice234,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
Translation
So I'm verified, it just makes me skeptical that all payouts were processed within one day and that I'm always put off with the same statement.
Of course I will follow the advice and be patient - it would be nice if the ticket could stay until then
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7 months ago
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Dear Casino Guru Team,
I know you said I should wait until 14 days but I think that's a waste of time.
I've now contacted support again and asked what the status is now
currently, I have attached the chat as an attachment. As you can see, the questions regarding the payout are skillfully avoided. So that you can understand my impatience and skepticism, I counted up my stakes from my last payout to this payout, and the total stake is around €7,000. With this payout, I'm still €2,000 in the red.
I hope you understand my impatience and that this casino will be included.
Chat from 09/15/23 Part 1
Chat from 09/15/23 Part 2
Chat from 09/19/23
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7 months ago
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Update
The payout failed due to a system error, support also wrote me something different than the usual answer
This time the answer was a high volume of payouts
PS My VIP status, which was no longer there during the payout, is strangely available again
Edited
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7 months ago
Thank you for the update. Do I understand correctly that your withdrawal request was canceled by the casino? Have you been advised to make a new withdrawal request by customer support?
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7 months ago
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I took a screenshot of the message, yes it said choose an alternative payout. In this case, I decided on bank transfer because I don't have the others that were available, but support hasn't sent me an email
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7 months ago
Have you received your withdrawal via Bank transfer yet? Please keep us updated.
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7 months ago
Translation
Hello, no unfortunately nothing is still being put off. I wrote to support after three days but I'm still being put off by the fact that there's a high volume of payouts. I'm starting to despair 😕never had such problems with the casino
Chat part1 Chat part2 Chat part3Automatic translation:
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7 months ago
Translation
Good afternoon dear team,
the current status looks like this. I'm still waiting for my payout,
the first application was on September 11th, 2023 but was canceled on September 18th, 2023 due to a system error,
I immediately requested a new payout via bank transfer on September 18th, 2023 and nothing has happened so far. Except that I was told that my payout would be prioritized, I think that's the 6th time I've heard that.
Can't you bring the casino into the conversation? I think it's just cheeky that I still get bonus offers from the site once on Monday (September 25th, 2023) and today (September 27th, 2023).
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7 months ago
Thank you very much, Maurice234, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.
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7 months ago
Translation
Hello, something has happened with the payout. After I set an ultimatum, if the payment is not processed by October 2nd, 2023, I will forward it to the CEG (short version). The payout is now in the processing status and I received an email yesterday that my money has left my casino account and is on its way to my bank account. I will monitor the whole thing and when the money is in my bank account I will give you feedback again.
The payout was processed on October 30, 2023 but has not yet reached my bank account
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7 months ago
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The case can be labeled as successful - I got my money
Conclusion for other players:
The casino is legit but I think they throw too much money around as cashback or the cash flow isn't right. I paid out 5 times in the casino and only waited one day, but this payout was extremely long from September 11th, 2023 to October 3rd. In 2023 after this payout I would stay away from this casino
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7 months ago
Dear Maurice234,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
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