The player from Germany accused the casino of refusing account cancellations, inducing continued play, delaying withdrawals, and failing to credit deposits or issue refunds. We reviewed the player's correspondence and determined that the casino should have acted to protect him after being informed of his gambling issues. The player confirmed receiving a refund of €150 originating from lost deposits and decided to stop gambling permanently. Consequently, the complaint was closed.
50 Crowns Casino - Player's account issues include non-credited deposits and delayed withdrawals.
Amount: €15,000
50 Crowns Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
After a long break from gambling, I was enticed to register at this casino. They made a 100 percent profit off of me. At first, the games went well, and it was possible to win something. But soon, every game resulted in a complete loss, regardless of the deposit amount. On July 1st, I tried to cancel my account, but the VIP support encouraged me to keep playing. Unfortunately, I did and incurred significant losses. I had already registered with the sister casino and had closed my account there due to gambling issues. Thankfully, I have now successfully terminated my account with this casino. This is what I hold against the casino: refusal to accept cancellations, inducement to continue playing, absolute stalling tactics for all concerns, extremely long withdrawal times, deposits not credited to my gaming account despite proof, and no refunds despite multiple requests. I filed a request for an out-of-court settlement, but it only led to more stalling tactics followed by a rejection. I can only warn everyone against registering here. I sent proof of transfers 20 times for deposits that weren't credited to my account. I only received standard emails without any resolution. I requested a transaction list, which was deliberately altered as I never received any payouts. Only after numerous requests was I sent the correct one. I’ve never experienced anything like this.
Automatic translation:
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1 month ago
Dear diarch1234,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 50 Crowns Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Did the casino act to protect you from further gambling after you informed them about your gambling issues?
- What does the amount of €15000 represent in this situation?
- How much in total are the deposits you made to the casino that were subtracted from your bank account, but weren't credited to your casino account?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
I had already reported problems on June 21st and also said that the games were gradually running worse. I was encouraged to keep playing with the advice that after a dark phase there would always be a bright one. I was also offered a bonus of 150 euros. On July 1st I canceled again and it was accepted. It was the total amount of 15K. The unaccounted amount was 155 euros. I was fully verified.
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1 month ago
Thanks for your patience.
I reviewed the correspondence you sent me.
Please understand we believe the casino has an obligation to protect the player from depositing and playing once the player informs the casino of any gambling problems, gambling addiction, or struggle to control their gambling. Since it appears you informed the casino on July 1st only, we can't help you with a request for a refund of previous deposits.
- Have you discussed the issue of missing deposits of 155 € with the casino besides the emails you sent to me?
- Has the casino investigated the deposits that were subtracted from your bank account but weren't either credited to your player's account or returned to your bank account? With what result?
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1 month ago
Translation
Dear Sir or Madam, I have now received my 150 euros back. I will put this casino experience behind me, as well as my complaint. It is much more important for me to stop gambling permanently. Thank you very much for your effort. All the best
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1 month ago
Dear diarch1234,
Thanks for the update regarding the lost funds.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you have issues with any online casino in the future.
Make sure to take advantage of responsible gambling tools and resources found on our website.
If gambling is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_84=true)
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