The player from Austria had her winnings cancelled as the deposit hasn’t been allegedly received by the casino. We rejected the complaint because the player didn't respond to our messages and questions.
Casino Classic - Player’s winnings have been withheld.
Amount: €4,200
Casino Classic
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
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I have been registered at Casino Classic for about 2 years and in May 2021 I won the above sum after making a deposit at various games. I was repeatedly asked for new forms (passport, driver's license, bank statements, etc.) for payment
and that went so far that in the end they asked me to do them
Announce my deposit number. I was perplexed by such a claim, since everything appears when I pay the casino. I also have to say that I am smaller
I got the winnings paid out by the casino without any problems! As a result, the amount paid out was transferred back to the gaming account, which meant so much to me that I didn't get the money.
There was no response to e-mails, chat calls and phone calls. I have
Still trying to get in touch with the casino, but that was impossible. Ask for an answer!
Automatic translation:
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2 years ago
Dear Christine,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your withdrawal was suspended due to the last deposit not being received by the casino yet.
Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have used to deposit funds into your account? Was it your first deposit in this casino?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Thank you Petronela for the answer! I've played at Casino Classic many times and the deposit method
was getting the bank transfer from my checking account. On the day when I pay the € 4200.00 for some deposit
When I won, it was always confirmed that the deposit was okay. Otherwise I couldn't go any further
can play !? To say that the casino didn't get a deposit is not true!
I await your answer.
Automatic translation:
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2 years ago
Thank you, Christine, for your reply. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?
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2 years ago
Translation
What communication should I forward? I haven't had any discussions with this casino because you have
did not respond directly to my withdrawal question. In the future, I can also use Casino Classic
do not communicate because I have deleted all data.
I want to ask you to end this matter as soon as possible!
Greetings Christine
Automatic translation:
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2 years ago
I'm only trying to get as much information as possible before we'll contact the casino. Please forward any relevant emails or screenshots of live chat communication between you and the casino to petronela.k@casino.guru. Thank you very much in advance.
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