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Hello, I deposited 100 euros at the casino with a 240 percent bonus. I implemented everything because I had 5k it would then be converted and there were only 578 on my account. According to the terms and conditions, 5 times the bonus would have been 1200 in my case. Got the code via email. The email didn't say anything about conditions. The general terms and conditions apply

Hallo habe bei den casino 100 Euro eingezahlt mit 240 Prozent Bonus. Habe alles umgesetzt da hatte ich 5k es würde dann umgewandelt und es waren nur noch 578 auf mein Konto. Laut AGBs 5fache vom Bonus wären in meinen Fall 1200 gewesen. Habe den Code per Email bekommen. In der Email standen nix von Bedingungen. So gelten ja die allgemeinen AGBs

Dear Meli2304,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General Bonus T&Cs and I found this:

"3.5.2. Welcome Casino campaigns are limited with a maximum conversion amount of 10 times (10X) the bonus awarded from virtual funds to real money. Casino Reload campaigns are limited with a maximum conversion amount of 5 times (5X) the bonus awarded from virtual funds to real money."

Could you please forward me the bonus offer you received? Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

I used this offer and there were no conditions for this offer, so the terms and conditions count. I asked in the chat and was told 50 percent had no idea what they meant by that, I didn't have a chat history

Ich habe dieses Angebot genutzt und zu diesen Angebot standen keine Bedingungen dazu also zählen die agbs ich hatte im chat nachgefragt da würde mir gesagt 50 Prozent keine ahnung was die damit gemeint haben Chat verlauf habe ich nicht

And 5x 240 is 1200 and not 578

Und 5x 240 sind 1200 und nicht 578

How does it look now?

Wie schaut es denn jetzt aus

Thank you very much for your reply, Meli2304. Have you tried asking the casino for an explanation regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There was no clarification of the chat says what of 50 percent what but nowhere was I got no answer

Es kam zu keiner Klärung der Chat sagt was von 50 Prozent was aber nirgendwo stand darauf bekam ich keine Antwort

According to the chat, I should ask the conditions in the email that sent the bonus. First, there is no email at all

Laut Chat soll ich die Bedingungen bei der Email erfragen die den bonus verschickt hat. Ersten die Email gibt es garnicht

Please invite the casino that can comment on this

Laden Sie bitte das casino ein das die dazu Stellung nehmen kann

Thank you very much, Meli2304, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Meli2304,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 24Slots Casino to the conversation to participate in the resolution of this complaint.

Hi everyone,

Hope that you are doing well!

We have been deeply investigating the case happened with the player recently.

From our side we would like to assign a personal VIP account manager to the player from now on and offer the solution via personal email.

The email will be sent tomorrow, 22.12.2022, during the day.

We hope that the situation will be solved after their communication.

Hope for your understanding.

Best Regards

Thank you 24Slots Casino for your reply.

Dear Meli2304,

Please keep me updated.

Yes I am waiting for the email today and will report to you

Ja ich warte heute die Email ab und werden ihnen berichten

So an email hasn't arrived yet, I also doubt that it will come

Also eine Email kam bis jetzt noch nicht an ich bezweifle auch das die noch kommt

Dear 24Slots Casino team,

Will you be sending the email today?

Hello, Melanie !

Glad to inform you that you have become our VIP player on 24Slots!

My name is Andy and now I will be your personal manager :)

I have been informed about your situation. We are sorry, but there was a misunderstanding with our support team, and you were not given the real terms of the bonus you used.

As a compensation we can offer you a no deposit bonus of 100 €.

Also if you like to use deposit bonuses, we can offer you a bonus of 250% on your next deposit.

Now if you have any questions, you can write to me personally!

Regards, 24Slots!

That's what the manager writes, I don't agree with that because they admit that they made a mistake, so I'm entitled to the money

Das schreibt der Manager ich bin damit nicht einverstanden weil die geben ja zu das die ein Fehler gemacht haben somit steht mir das geld zu

I hope we can get this done quickly so that I can get the 1200

Otherwise I have to do it through the licensing authority

And every email that comes from 24slots.com you will not get an answer to any email what the conditions are

Ich hoffe können das jetzt schnell über die Bühne bringen das ich die 1200 bekomme

Sonst muss ich es über die Lizenz Behörde machen

Und jede Email die von 24slots.com kommt bekommt man auf keine Email ne Antwort was die Bedingungen sind

Thank you Meli2304 for the update.

Dear 24Slots Casino team,

I'm afraid the solution you offered is unacceptable. Meli2304 was presented with incorrect bonus T&Cs and didn't make any mistakes. The error was on the side of the casino and therefore she should get paid in accordance with the bonus T&Cs given to her from your support.

24slots.com how does it look now

24slots.com wie schaut es den nun aus

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.

If the casino doesn't answer you can help me to open a case with the licensing authority

Falls das casino nicht antwortet können Sie mir dan helfen bei der Lizenz Behörde einen Fall zu öffnen

Hi everyone,

Hope that you are doing well!

We've managed to resolve the case with the player by adding the remaining 622 EUR to the balance.

The funds are already added there from our side.

Hope that the situation could be counted as closed from now.

Waiting for your replies.

Best Regards,

24Slots team

And what about the codes that come by mail, what conditions are there because you don't get an answer to the mails you write

Und was ist mit den Codes die per Mail kommen was gibt es da für Bedingungen weil auf die mails die man schreibt bekommt mann ja keine antwort

As soon as the money is paid out, the case can be closed

Sobald das Geld ausgezahlt ist kann der Fall geschlossen werden

Hi all,

Thank you for the update.

Dear Meli2304,

Please let me know when you receive your funds.

The casino refuses me the payout, see the chat, I don't see why I convert it 5x

Das casino verweigert mir die Auszahlung siehe Chat sehe nicht ein das ich das 5x umsetze warum auch

Thank you Meli2304 for the update.

Dear 24Slots Casino team,

Could you please explain the situation? Is this a mistake?

Hi everyone,

Hope that you are doing well!

We've been deeply investigating the issue happened with player golden.a@web.de and the withdrawal request was declined by a human error disregarding the bonus converted in the time period.

The responsible individual has been informed to prevent future issues.

We would like to ask the player to request the new withdrawal one more time and it will be processed with priority from our side.

Hope for your understanding,

Best Regards

Thank you 24Slots Casino team,

Dear Meli2304,

Let's try again and let me know if it worked out this time.

Have now applied and keep them on in progress

Habe jetzt beantragt und halte sie auf in laufenden

Hi Meli2304,

Has there been any news regarding your withdrawal?

Received it today

Thank you for your help

Habe es heute erhalten

Danke für deine Hilfe

Thank you Meli2304 for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter