The player from Austria reported a complaint against 24Casino after winning approximately €30,000 with a welcome bonus. He stated that he had violated the maximum bet rule without any warnings or notifications from the casino. Following his withdrawal request, the casino had only offered €2,500 as a settlement, which he found insufficient given his winnings. After several discussions, a fair offer was made, leading to an amicable resolution. The complaint was marked as 'resolved' in the system, with positive feedback on the customer service received.
24Casino - Player’s withdrawal is delayed due to bonus violation claim.
Amount: €2,500
24Casino
Safety Index:HighSafety Index
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8.2
24Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
19 hours ago
Public
Public
yesterday
Translation
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.
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Specialist
Public
22 hours ago
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 http://www.kpvfaw.com/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 [email protected].
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 www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com 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.
Public
Public
20 hours ago
Translation
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.
Automatic translation:
Public
Complaint Specialist
Public
19 hours ago
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
www.kpvfaw.com
