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I requested a withdrawal of €5,000 on November 15, 5 days ago and I have no news of the withdrawal, no support response to the claim I made two days ago. Terms and conditions says that withdrawals are processed in a maximum of 48 hours. Yesterday in the chat they said that it was delayed due to technical problems, today they tell me that it is due to the high volume of winners.

T&C says that I can withdraw a maximum of €5,000 every 7 days and I want to withdraw €5,000 a day until I withdraw €40,000, but that is going to be very difficult. Maybe I have to file a complaint with the egaming regulator.

I attach screenshots of my claim to support, conversations with the chat and my movements and balance in the casino.

Solicité un retiro de 5.000€ el dia 15 de noviembre, hace 5 dias y no tengo noticias del retiro, no responden de soporte a la reclamación que puse hace dos dias. Terminos y condiciones dice que los retiros se procesan en máximo 48 horas. Ayer en el chat decian que se retrasa por problemas técnicos, hoy me dicen que es por el alto volumen de ganadores.

T&C dice que puedo retirar un máximo de 5.000€ cada 7 dias y yo quiero retirar 5.000€ al dia hasta retirar los 40.000€ pero así va a ser muy dificil. Quizá tengo que denunciar ante el regulador egaming.

Adjunto capturas de mi reclamacion a soporte, conversaciones con el chat y mis movimientos y balance en el casino.

Dear alexlisen86,

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 the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

From your previous complaint about this casino, we know already that the last payout has been received after 16 days.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

My KYC verification is complete and I already made more withdrawals, one took 16 days and another less than 48 hours. I want to withdraw €5,000 a week as t&c says, which is the maximum, from the 15th day that I requested the withdrawal, 7 days passed, so today I should be able to request another withdrawal of €5,000 but I can't since they don't process the previous one. In the chat they keep making excuses and saying that it will be done as soon as possible. The claim that you send to support parq attach your response to the egaming complaint, they do not respond to it and 5 days have passed, t&c says that they respond to claims within a maximum of 48 hours. Will I report to the egaming regulator saying that they do not respond to me?

Mi verificación KYC está completa y ya hice mas retiros uno tardó 16 dias y otro menos de 48 horas. Quiero retirar 5.000€ a la semana tal y como dice t&c que es el maximo, desde el dia 15 que solicite el retiro pasaron 7 dias por lo que hoy deberia poder solicitar otro retiro de 5.000€ pero no puedo ya que no procesan el anterior. En el chat siguen dando excusas y diciendo que se hará lo mas pronto posible. La reclamación que mande a soporte parq adjuntar su respuesta a la denuncia de egaming no la responden y ya pasaron 5 dias, t&c dice que responden en maximo 48h a las reclamaciones. Denunciaré ante el regulador egaming diciendo que no me responden?

I fully understand your frustration, alexlisen86. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello, thanks, we hope they do it in these 3 days. Comment that I already have €50,000 in balance (€5,000 pending withdrawal from November 15 and €45,000 more).

Hol, gracias, esperemos la hagan en estos 3 dias, Comentar que ya tengo 50.000€ en balance(5.000€ pendiente de retirar desde el 15 de noviembre y 45.000€ más).

They paid the €5,000 on Sunday the 27th without any commission this time, I already have €75,000 in balance, I hope that in the next ttansactions they comply with the t&c in the withdrawals because it is hard to wait without knowing what is happening. Thanks.

Han pagado el domingo 27 los 5.000€ sin ninguna comisión esta vez , ya tengo 75.000€ en balance espero que en próximas ttansacciones cumplan los t&c en los retiros porque se pasa mal esperando sin saber que pasa. Gracias.

Thank you very much, alexlisen86, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello alexlisen86,

I will assist you with the complaint from now on. I familiarized myself with the case and I will do my best to assist you. Let us know when you request a new withdrawal so we can keep an eye on the whole process with you. Much appreciated!

The same Sunday the 27th that they made the transfer of €5,000 I requested the withdrawal and more than 48 hours (53 hours) have passed. T&C says that you can withdraw up to €5,000 every 7 days and up to €20,000 per month. When it took 16 days to transfer another withdrawal, I had to wait 7 days since I received the money to request a new withdrawal of €5,000, so 24 days passed from one withdrawal to another and thus it is impossible to withdraw €20,000 per month. I suppose I have to cancel the withdrawal and request it again on Sunday, although it seems unfair to me, let's see what they say...

If my previous withdrawal is from the 15th and the one I made now from the 27th, they should process it since more than 7 days have passed, right?

I am attaching a confidential capture so that only you can see it and I request that you change my nick to ***** for privacy reasons. All the best.

El mismo domingo 27 que me hicieron la transferencia de 5.000€ solicité el retiro y ya pasaron mas de 48 horas (53 horas) . T&C dice que puedes retirar hasta 5.000€ cada 7 dias y hasta 20.000€ al mes. Cuando tardaron 16 dias en transferir otro retiro tuve que esperar 7 dias desde que recibí el dinero para solicitar un nuevo retiro de 5.000€ por lo que pasaron 24 dias de un retiro a otro y así es imposible retirar 20.000€ al mes. Supongo que tenga que cancelar el retiro y solicitarlo de nuevo el domingo aunque me parece injusto, a ver que dicen...

Si mi anterior retiro es del dia 15 y el que hice ahora del 27 deberian procesarlo ya que pasaron mas de 7 dias no?

Adjunto captura cofidencial para que la vea solo usted y solicito que cambie mi nick por ***** por temas de privacidad. Un saludo.

Thanks for the update, alexlisen86.

I would like to ask the representative of 24Slots Casino to join the conversation in order to assist us in this case.

24Slots Casino,

Would you be able to provide us with feedback on the withdrawal process? How fast can alexlisen86 expect his withdrawal requests to be processed?

Hi Tomas,

Hope that you are doing well!

Thanks for inviting me to this conversation.

According to our Terms & Conditions - maximum withdrawal amount is 5000 EUR per week.

We are sticking to these rules 100% and according to them a player already withdrawn more than 15000 EUR.

A player could have continuously received the weekly payments of 5000 EUR but at this moment he doesn't have any active balance at our casino and any withdrawal request accordingly.

I hope that my explanation was absolutely clear and we have nothing more to discuss in this particular case.

Looking forward to hearing your reply.

Best Regards

He is lying, it took 16 days and 12 days for each withdrawal of €5,000. They do not comply with terms and conditions or respond to claims. I do not recommend anyone to play at this casino.

Miente, se tardó 16 dias y 12 dias en cada retiro de 5000€. No cumplen terminos y condiciones ni responden a las reclamaciones. No recomiendo a nadie jugar en este casino.

Hello all,

Thanks for the update to both parties.

Dear alexlisen86,

Please understand we can only assist you if you have an active balance waiting to be withdrawn. Could you please confirm whether you played down your balance?

Dear alexlisen86,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.