24Casino - γενική συζήτηση (σελίδα 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.