The player's refund after his self-exclusion never arrived. Casino didn't respond.
4stars Games Casino GR - The player's refund never arrived.
Black points: 445
Amount: €750
4stars Games Casino GR
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I opened an account at 4stargames.gr last February. I deposit 500 euros and my balance becomes 750 euros by playing (without bonus money). On the same day I ask them to close my account due to an addiction problem. They close my account and send me an email how they found that there was another account in my details and they asked me for documents to return the amount to my card. Since then nothing. I have sent them everything, I have made a complaint to the EEEP and no solution has been found I have not received any response .
Automatic translation:
Public
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2 years ago
Hello Γιώργος,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with 4stars Games Casino. Allow me to ask you a few more question before we would move forward.
What was the last message you received from the casino? Did they prove it that you have owned multiple accounts? Did you also contact the licensing authorities of the casino?
Please forward any relevant screenshot or chat to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
When I informed the casino that I have addressed the EEEP in each of my emails they replied that from the moment I made a complaint they can not inform me about anything, I would have to wait for the competent authority to decide. I will forward you a relevant email. I last spoke to EEEP with them in March where they assured me that in a few days we will have a solution and since then my countless calls have not been answered again or to any of my emails. Have I lost my money permanently?
Automatic translation:
Public
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2 years ago
Hello Γιώργος,
Thank you for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on. I hope we will be able to help you out.
Please note that based on our last review, 4stars GR is already closed so we can't assure that we will be able to contact them successfully. You will be however still able to try to contact the licensing authorities of the casino in case we won't be able to reach them.
Regards,
Nick
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2 years ago
Hello Γιώργος,
I looked at your complaint and will do my best to help you. I would like to invite 4stars Games Casino GR into this conversation. Casino, can you please specify what is the problem with the player’s refund?
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2 years ago
Translation
Well if we wait for 4stargames to answer we got our money ...
Automatic translation:
Public
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2 years ago
We would like to ask the 4stars Games Casino GR 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’.
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2 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
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