The player from Germany, diagnosed with gambling addiction, had his account blocked after wagering an amount that threatened his financial stability. He expressed concerns about the lack of protective measures and questioned the validity of the business relationship given his condition. Additionally, he sought clarification on charges from a company named 'RDWRK Business' related to his deposits. The issue remained unresolved due to the player's lack of response to the Complaints Team's inquiries, resulting in the closure of the complaint.
24Casino - Player's account has been closed.
Amount: €4,500
24Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello,
Due to gambling addiction (diagnosed with IDC F.63.0 since 2016), I have wagered an amount of money in this casino that is threatening my existence.
There were no protective mechanisms that restricted or made it difficult for me to play.
I have now had my account blocked.
The casino rejected my settlement offer (75% of my losses less a payout)
The casino argues with its terms and conditions, but I doubt that a business relationship with a gambling addict existed/is valid.
I would also like to know why my credit card was charged for deposits by a company called "RDWRK Business" and what connection this has to the casino? I have no business relationship with this company.
Payments to gambling providers are deliberately concealed here
Please could you help me find a comfortable solution?
Greeting
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear sebastiankaiser1988,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 24Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please specify when you informed the casino about your addiction? Was it before you lost your funds?
- What specific steps did you take to request account restrictions or self-exclusion from the casino?
- Do you have any documentation or correspondence regarding your interactions with the casino about your gambling addiction? Can you please forward it to my email at [email protected]?
- Please specify if your account was closed after your request to close it or self-exclude, or if it was solely a decision of the casino.
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,
Natalia
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
1 month ago
Translation
Hello,
The block was only implemented on May 4th at my express request.
After I deposited over €3,000 with my credit card on April 27 (in €100 or €200 increments and at short intervals) and lost everything, this loss of control is a sign of gambling addiction, which I've been medically diagnosed with since 2016.
I demand cooperation from the casino and even agree to receive the stated partial amount of 75% of my losses as a refund.
I am always open to a realistic counter offer from the casino.
There were emails (unfortunately I no longer have them) where the casino simply referred to the acceptance of their terms and conditions upon registration.
In my opinion, protective measures should have been put in place long before I was banned due to my gaming behavior.
Can you invite the casino to clarify the case?
Greeting
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear sebastiankaiser1988,
When did you request a self-exclusion from the casino? Did the casino immediately block your account after you had requested it?
Did you lose your funds before you requested to block your account?
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear sebastiankaiser1988,
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.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
www.kpvfaw.com
