YourWin24 Casino - Výběr hráče je zpožděn kvůli nesplněným požadavkům na sázení.

My winnings has sat there in my account for a week now and there's no way to withdraw it and customer service will not respond it also says I haven't met wager requirements but I never took a bonus

Hello markdick,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with YourWin24 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much exactly did you deposit into the casino? How many times did you wager through the deposit? When was the last time you spoke to the casino and what was it about?

Please note that not only bonuses have wagering requirement and most of casino require the players to wager the deposit too as this servers for anti-money laundering.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi I haven't been asked to verify myself

I have asked them many questions by email that being one of them

I deposited £25 and took no bonus and played for several hours and accumulated £350 in my account,I tried to withdraw it but none of the withdrawal methods work,I have emailed them a dozen times from over a week ago and had no reply and now the site has been changed and I can't even play on any of the games as says not available on every single one

I have messaged in the app and sent separate emails but they do not reply

Thank you markdick for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, markdick,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear YourWin24 Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What happened there? What steps should the player take to fully access his account and/or withdraw the disputed winnings? What wagering requirements were not met?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear markdick,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru