24Casino - El retiro del jugador se retrasa debido a un ajuste en el saldo de la cuenta.

Hello,

I am requesting a review and clarification regarding an issue with my account balance.

My account initially had a small real balance of approximately €0.19. After that, the casino credited me with €1.03 cashback/rakeback. I played using these funds without making any deposits, and my balance increased to around €966.

However, the casino later intervened and reduced my balance to €31 without providing a clear explanation or a detailed breakdown of the calculation.

Therefore, I kindly request clarification on the following points:

The exact nature and classification of the €1.03 cashback/rakeback funds

Whether these funds were subject to bonus terms and conditions

How the real balance (€0.19) and cashback were combined in the system

On what rule or calculation the €966 balance was adjusted

A clear mathematical and rule-based explanation for why the balance was reduced to €31

My request is a transparent breakdown of all transactions and fund classifications. If any bonus rules were applied, I would like to see exactly which terms justify this adjustment.

Thank you.

Kind regards

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account verified?
• Would you be able to share with me any records of your gameplay where the timeline of your bets and the evolution of your balance is recorded, such as your game history?
• Could you please share with me your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for your response.

I would like to provide additional details and clarify a mistake I made in my original complaint.

In my initial complaint, I stated that I had €0.19 of real money in my account before receiving the rakeback bonus. After reviewing my account history more carefully, I realized that the balance was actually composed of approximately €0.03 real money and about €0.16 remaining from previous free spins. Later, I received a rakeback amount of €1.03, bringing the total balance to approximately €1.22.

I then started playing with this balance. My first significant win came from a €1 roulette bet, after which I continued playing mainly roulette and blackjack. Over time, my balance increased substantially and eventually reached approximately €966.

When I attempted to withdraw, I was informed by 24Casino support that there was still an active bonus wagering requirement attached to the winnings. I contacted support and was specifically told that the winnings were related to the bonus and that the wagering requirement had to be completed before a withdrawal would be possible.

Following this information, I continued playing in order to complete the wagering requirement. After completing the wagering process, my balance was still approximately €596.

However, after the wagering was completed, the balance was reduced to approximately €31.

My concern is that I do not understand on what specific basis such a large deduction was made after I had already followed the instructions provided by support and completed the wagering requirement. If the casino believes that a particular bonus rule was violated, I would appreciate seeing the exact rule and an explanation of how it was applied to my case.

I am attaching my game history and account records so that the timeline can be reviewed in detail.

Thank you for your assistance and for reviewing the evidence.

Kind regards

Dear Thomas

Please find the requested documents attached. I would also like to note that my account was fully verified by the casino.

Thank you for your assistance.

Kind regards

Thanks for your reply and clarification.

I went over the details of the case. Please note that when playing with bonus funds, these often carry a maximum cashout limitation. Based on the bonus terms and conditions found on the casino's website:

Unless stated otherwise, any Cashback, Rakeback or similar cash prizes awarded by the casino are subject to a maximum win of an amount equivalent to 10x the cashback awarded.

Since you received more than what was expected from the casino, there is little we can accomplish in contacting them directly.

Please let me know if there is anything else I might have not considered; otherwise, the complaint will be closed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ogz24,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas