I withdrew my money from 24k at the beginning of July.

The money never made it to my bank account due to the casino using Moneysend to process payments back to mastercard. My bank blocks this provider due to its past links to fraud. I contacted the casino and provided the chargeback numbers from my bank in an official letter. I have been chasing the casino to return the missing money to my player account so I can withdraw to skrill. They have ignored me now for more then 2 weeks and stopped replying to emails or returning my calls.

I know need assistance from a mediator

Dear Claire,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Several factors such as geolocation, and contracts with the payment providers, and even actual situation in the world all have a major influence. In this case the casino tried to send you your money probably multiple times, but it was refused by your bank.

Did the casino refused to send the withdrawal using alternative method? Could you forward any relevant communication between you and the casino to [email protected]? (Or you can post it here). Looking forward to hearing from you.

Best regards,

Kristina

As previously stated the casino tried sending the money once. They used a processor called Moneysend and it was rejected by my bank. I supplied the casino with an official statement from my bank showing the chargeback numbers. The casino have ignored my emails and calls for over two weeks.

I am happy to withdraw via skrill if they reinstate my balance.

I have emailed you my letter from the bank.

Claire

Thank you very much Claire for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Claire,

I looked at your complaint and will do my best to help you. I would like to ask 24K Casino to join this case and find a common solution for this complaint.  I will set the timer for 7 days so the Casino can provide a statement.

Good luck getting them to reply! They have ignored me for three weeks now even though I have supplied all the chargeback numbers and the letter from my bank.

C

I have sent the casino this link also as well as chasing the returning of my balance. They still havent replied. They stopped replying about 3 weeks. I know they are getting my emails. They are just ignoring me and attempting theft.

Can we request a username so we can look into this please?

*******

• Casino guru please remove this once 24k have seen it.

seen

Still no emails from 24k or any kind of update on why this still hasnt been resolved?

Hi Claire,

I have been chasing this up for you this morning.

I have a RRN number for the second payment as proof of payment from our end and we can see that your bank does not support gaming payments. However, please email me at [email protected] as I have a resolution I would like to discuss.

Kind Regards,

Erica

Hi,

My bank accepts gaming payments fine....But it doesnt not accept payments via moneysend. This is how you sent the payment.

You can reinstate my balance to my 24k account and i will withdraw with skrill.

Thanks

Hi Claire,

I'm taking over your complaint. Has there been any progress?

Yes they have reinstated my missing balance and my withdrawal has been completed.

Thanks

Thank you Claire. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter