The player from Spain was unable to access their casino account and suspected that it had been closed, while also awaiting over €300 in refunds. They were unsure how to contact the casino and suspected fraudulent activity. The issue was resolved after the player managed to log in using a different link and confirmed that they would now wait for their refund. The Complaints Team marked the complaint as resolved.
Casinado Casino - Player’s account seems to be closed.
Amount: €300
Casinado Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
Casinado Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Since this morning, it's been impossible to access the casino, as if they closed it. They owe me more than €300 in refunds, and I don't know how to contact them. I suspect it's a fraudulent casino.
Automatic translation:
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1 month ago
Dear valonso7,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I tried accessing the website, and it works for me without any issues.
- Could you please advise if the issue persists? If it does, please post a screenshot of what you see when accessing the casino's website.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
I managed to log in tonight, but not from the link I normally use. It's like they changed the website. Thank you very much, now I have to wait for my refund.
Automatic translation:
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1 month ago
Thank you for your reply, valonso7. I am happy to hear that. Please, keep me updated about any further developments.
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1 month ago
Dear valonso7,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
