44Aces Casino - Player is requesting a refund.

I deposited with Trustly, the site does not allow registration and the customer service does not respond.

I want my deposit back.

Dear Jovain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

On first look, the casino seems to be accepting players from Finland under the system of 'pay and play'.

Do I understand correctly you didn't play with the balance you deposited in the casino at all? When exactly did you deposit in the casino and when did you ask the support for a refund?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi!

I didn't play at all when I couldn't play.

I made a deposit on March 7, 2023 and at the same time made a request for a refund when I found out that I could not play my deposit.

Thank you very much, Jovain, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of 44Aces Casino to ignore all attempts to be contacted, which is why we consider them a 'zombie' casino in our review.

Hello Jovain,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know, the 44Aces Casino was recently unresponsive to us, that's why we list this casino as a zombie. However, I will still try to contact the casino to see if I can help. 

We would like to invite 44Aces Casino to join the conversation.

Dear 44Aces Casino,

When and how can you please return the deposit back to the player?

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 Jovain,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal