24Casino - A retirada do jogador foi atrasada devido à alegação de violação de bônus.

Dear CasinoGuru Team,

I would like to file a complaint against 24Casino ( www.24casino.com ).

I played there with the welcome bonus and won a total of approximately €30,000. However, after requesting a withdrawal, I was informed that I had allegedly violated the bonus terms and conditions—specifically, the €5 maximum bet rule.

I have indeed placed bets over €5 (sometimes up to €45), but:

The system never warned or blocked me

There were no notices or pop-ups that I was breaking a rule

My balance was shown as "freely available" – not as bonus balance

I assumed that I had been playing with real money for a long time, since the bonus had been played down

24Casino then offered me only €2,500 as a "goodwill gesture," which I consider unreasonably low considering the winnings.

I communicated openly, was honest, and responded cooperatively.

I believe that the casino has failed to meet its obligation to be transparent and is deliberately misleading players by simply allowing over 2,000 bets of more than €5 to go through – and only canceling everything when the payout is made.

I am asking CasinoGuru to mediate and hope for a fair, proportionate solution.

Thank you in advance.

Best regards

Harun C.

Sehr geehrtes CasinoGuru-Team,

ich möchte hiermit eine Beschwerde gegen 24Casino (www.24casino.com) einreichen.

Ich habe dort mit dem Willkommensbonus gespielt und dabei insgesamt ca. 30.000 € gewonnen. Nach meiner Auszahlungsanfrage wurde mir jedoch mitgeteilt, dass ich angeblich gegen die Bonusbedingungen verstoßen hätte – konkret gegen die 5 € Maximaleinsatzregel.

Ich habe in der Tat Einsätze über 5 € getätigt (teils bis zu 45 €), aber:

Das System hat mich nie gewarnt oder blockiert

Es gab keine Hinweise oder Pop-ups, dass ich gegen eine Regel verstoße

Mein Guthaben wurde als „frei verfügbar" angezeigt – nicht als Bonusguthaben

Ich bin davon ausgegangen, dass ich längst mit Echtgeld spielte, da der Bonus runtergespielt war

24Casino hat mir daraufhin lediglich 2.500 € als "Kulanz" angeboten, was ich angesichts des Gewinns als unangemessen niedrig empfinde.

Ich habe offen kommuniziert, war ehrlich und habe kooperationsbereit reagiert.

Ich bin der Meinung, dass das Casino seiner Transparenzpflicht nicht nachgekommen ist und Spieler bewusst in die Irre führt, wenn es über 2.000 Einsätze über 5 € einfach durchlässt – und erst bei Auszahlung alles streicht.

Ich bitte CasinoGuru um Vermittlung und hoffe auf eine faire, verhältnismäßige Lösung.

Vielen Dank im Voraus.

Mit freundlichen Grüßen

Harun C.

Dear Harun187,

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

Any issued Bonuses are limited to a maximum bet during wagering: 5 EUR/USD/CHF, 50 NOK, 8 AUD/CAD/NZD, 5,000 CLP, 105 MXN, 30 BRL, 2,900 KZT, 0,025 SOL, 0.00012 BTC, 0.021 BCH, 0.0020 ETH, 64 DOGE, 0.072 LTC, 5 USDT unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed, as well as Bonus rounds (purchased within the game).

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I originally had an issue withdrawing a large win at 24Casino due to a bonus violation.

However, after several discussions, I was given a fair offer, which we resolved amicably.

The customer service – especially Frank – was very professional and solution-oriented. I thank you for your goodwill and the good, and above all, quick, communication.

All in all, I am satisfied with the result.

Ich hatte bei 24Casino ursprünglich ein Problem mit der Auszahlung eines größeren Gewinns aufgrund eines Bonusverstoßes.

Nach einigen Gesprächen wurde mir jedoch ein faires Angebot gemacht, das wir gemeinsam einvernehmlich gelöst haben.

Der Kundenservice – insbesondere Frank – war sehr professionell und lösungsorientiert. Ich danke für die Kulanz und die gute vor allem schnelle Kommunikation.

Alles in allem bin ich mit dem Ergebnis zufrieden.

Dear Harun187,

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,

Veronika Fritz

Casino.Guru