24Casino – generel debat (side 2)

Hello, I asked my colleagues and from their side, all of those requests are still related to matters more than three times explained by Tomas and Veronika in the past. Thus the recent request was again rejected for the same reason I'm frankly not familiar with.

I would then say that from the perspective of the Complaint Team, we are unable to continue with those requests anymore.

Hi Radka,

thank you for checking this with your colleagues.

I understand that the Complaint Team does not want to process another complaint concerning matters that Tomas and Veronika have already addressed several times.

I therefore do not want to submit the same complaint again.

However, I would like to clarify whether an earlier 24Casino complaint can be reopened on the basis of materially new evidence that was not available when the original assessment was made.

The point I would like reviewed is very narrow.

24Casino's own subsequently disclosed records show that, after wagering was completed, my balance was EUR 4,287.87.

A withdrawal of EUR 4,287 was then created and remained in the system for approximately 84 minutes before being marked "Discarded".

Only afterwards was a new withdrawal of EUR 500 created.

The payment and DSAR data subsequently supplied by 24Casino contain no separate wallet, ledger, balance-adjustment or audit entry documenting what happened to the remaining EUR 3,787.87.

I am therefore not asking the Complaint Team to reconsider the same general bonus argument again.

My question is whether this newly available technical evidence can be treated as new and relevant information for reopening the previous complaint, specifically to determine how the balance reduction from EUR 4,287.87 to EUR 500 was recorded and justified.

If the answer is no, I would simply appreciate confirmation of that.

Thank you.

To be honest, it sounds to me like the same bonus, the same conditions, and thus the same result. The max bonus cap was EUR 500.

I'm sorry, I have nothing else to add.

Hi Radka,

just for context: I have just been in contact with Šimon Vincze as well.

He told me that it would be good to review Casino Guru’s data to make sure it is accurate, and that he would forward the matter to one of his colleagues.

So I assume this may reach your team internally as well.

I just wanted to mention this so you know why the matter may come up again from another direction.

Thank you.

In this case, I must narrow this: Simon works in a completely different team while the Complaint Team collaborates closely with the Data Team on a complaint basis, more or less the same people. So, I appreciate your head up, thank you, but I see no relation between the concrete bonus condition we were talking about and casino data. For the very same reason, I will be silent and consider this whole matter closed.

I appreciate your understanding.

Radka,

one final clarification from my side, and then I will leave the matter here.

The EUR 500 maximum cashout condition is only one part of the overall case.

Independently of that condition, 24Casino’s own data show that after wagering was completed, my available balance was EUR 4,287.87. A withdrawal of EUR 4,287 was then created and remained in the system for approximately 84 minutes before being marked as "Discarded". Only afterwards was a new withdrawal of EUR 500 created.

What is still not explained in the data supplied by 24Casino is the specific wallet, ledger or balance-adjustment entry by which the remaining EUR 3,787.87 was removed from the available balance.

That is, in my view, a separate transparency and audit issue. Simply referring to the EUR 500 bonus cap does not explain how the balance was technically reduced and where that adjustment is documented.

There is also a practical issue: at the relevant time, the system showed me the full amount as available. I could have made decisions based on that displayed balance, including continuing to play. Other users have also reported comparable experiences, both here and in other forums.

I understand that you personally consider the matter closed, and I respect that you do not wish to add anything further.

I will therefore leave the discussion here for now.

However, I am not prepared to simply accept the disputed loss without obtaining a proper explanation. I am already pursuing the matter through other channels, including contacts in Costa Rica, the relevant consumer and investigative authorities, and through Šimon Vincze and other contacts who are reviewing the information and data surrounding 24Casino.

So I will not continue pressing the same point here in the forum. I will now pursue the unresolved parts of the matter through those other channels.

Thank you for the exchange.

FINAL UPDATE – THE CASE IS CLOSED

Dear Radka, dear Casino Guru community,

this will be my final update on this case.

And this time I want to be very clear about what actually happened.

Casino Guru rejected my complaint.

I explained my position again and again. I explained why I believed the handling of my balance and withdrawal was not correct. I showed the differences compared with previous bonuses and provided screenshots, chat records and information about the technical process.

Nevertheless, the position taken here was essentially:

No. Your arguments do not change the outcome. The casino was entitled to handle the situation this way.

I did not accept that assessment.

Not because I was looking for a fight.

I continued because I was convinced that my criticism was justified and that the case had not been properly reviewed.

So I kept going.

I refused to simply be brushed aside.

I requested my data.

I analysed the chat history.

I reconstructed the bonus history.

I documented the technical differences between different bonus cases.

I submitted complaints.

I contacted regulators, authorities and other relevant bodies.

I pursued this case all the way to Costa Rica.

There were many moments when I was frustrated and honestly wondered whether all the effort was still worth it.

But I continued.

Because I remained convinced that something was wrong.

And eventually, exactly what I had been asking for during all those months finally happened.

The case reached the new senior management at 24Casino.

Denis Sokolov, Senior Operations Manager at 24Casino, personally took over the case.

He did not simply copy the previous answers.

He reviewed the history.

He understood why I had continued pursuing the matter.

He discussed it internally with management.

And within only a few days, a solution was reached.

My previously permanently closed account was fully restored.

24Casino agreed to a direct settlement of EUR 2,000.

The EUR 2,000 was credited to my casino account.

I requested the withdrawal.

And the money has now arrived safely in my bank account.

For me, the case is now finished.

And I want to make one point particularly clear:

Casino Guru did NOT agree with me at the time.

Quite the opposite.

My arguments were rejected here and I was expected to accept that the casino's decision was correct.

I did not do that.

I continued.

I continued defending my position.

I continued explaining why I believed the case needed to be reviewed again.

And in the end, 24Casino itself reopened the case, restored my account and paid EUR 2,000 to settle the dispute directly with me.

That is the actual outcome of this story.

I am not claiming that a court or authority formally ruled that I was right.

That is not necessary.

The dispute was resolved directly with the operator.

But I am glad — and also proud — that I did not allow myself to be convinced simply to give up.

That is also what I would like other players to take from this case.

If you genuinely believe something went wrong in your case, document everything.

Save the chats.

Save the emails.

Take screenshots.

Request your data.

Read the bonus terms.

Compare the processes.

Stay factual.

Do not make allegations that you cannot support with evidence.

But also do not automatically assume that a rejected complaint means that there are no other options available to you.

Casino Guru and AskGamblers are not the final authority.

There are other complaint routes.

There are regulators.

There are ADR procedures.

There are authorities.

And sometimes you have to keep going until you finally reach the person who is willing to look at the complete case properly.

If someone here is facing a similar situation, genuinely does not know what to do next and believes that their case has not been properly reviewed, they are welcome to contact me.

After everything I have learned during these months, I now know much more clearly which routes exist, how evidence should be prepared and which bodies can be approached.

And despite all my previous criticism, I also want to be fair at the end.

Denis Sokolov deserves my highest respect for what happened during the final days of this case.

What had not been possible for months, he managed to achieve within a few days.

He listened.

He reviewed the case.

He acted internally.

And he made a resolution possible.

For that, he deserves full credit from me.

After all these months, I can finally write:

Account restored.

EUR 2,000 settlement reached.

EUR 2,000 paid.

Money received in my bank account.

Dispute resolved.

CASE CLOSED.

I did not give up.

And in the end, that made the difference.

Daniel

Hello, thank you for the very positive update. I don’t think there’s anything more I need to add. Take care and stay well. 🍀