Casino Cruise - Player asked for a refund.

I've been playing at this casino and I ask them for a refund the casino cruise they ask for a bank statement showing the funds i deposit into there casino i get it for them I was told I'll get a updated from the team 2 weeks ago I keep getting email that the team has not yet ready to give an update I have to keep emailing them continues for a reply... in addition the Genesis casino is. Joint casino i have account with both casino i ask the Genesis casino to close my account after I request a refund and my both accounts was close I've never ask the Genesis casino to close my account they close my account unknown to me I've been waiting for a response from them going onto 3 weeks now I can't believe that so long you have to wait o get a response from them I kindly ask someone to look into this matter I've been waiting too long

Dear Johana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To begin with, I would like to ask you to keep it one casino per complaint to avoid any confusion.

Moreover, could you please clarify the reason why you asked for a refund? Do I understand correctly that your account has been blocked?

Additionally, please, forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it 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,

Kristina

Hi I cannot forward no communication because I can't log into my account I was told that the casino are both joined I deposited an amount of 770 usd into casino cruise before close in my account I ask for a refund there I did not win anything as both casino i play they were both joint and was unknown to me how they rig my money i was told they do give refunds from one of the support before my account was closed my request was been processed and I have to keep emailing them an hear the one thing over and over that the team will message for 2 weeks after I emailed them and say i would submit a complaint they said that my refund is nonrefundable also the other casino joint email me and said they do not see my account showing up pretends they don't no my account close by casino cruise since I've played at the casino I've never make a withdrawal as I deposited my money i try to play thinking they are good casino but instead they take all the money at once

Thank you for your reply, Johana. I am sorry, but if you lost your deposits legitimately and voluntarily, I don't see any valid reason to ask for a refund. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. You cannot ask for a deposit refund every time you lose all deposits.

If there is any other reason, or if I have overlooked something, please let me know, otherwise, I will be forced to reject this complaint. Thank you for understanding.

The reason is because I have not made a Withdrawal they told me my deposit was fair? How? I've lose all at once because i play at the other casino and they no how to scam you I've not win anything after spending 1070 usd on both casino also my account was closed further other casino without informing me that's very unfair to spend your money and they take it all also it's just one game I played it was not play on no slots game

Please understand that we cannot make a case solely based on what you are describing. As I said, sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about the Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Thank you for understanding.

How can you see proof when all 2 of my account is blocked? Would show you all the game activity but they are both block they already closed the case on Email and I can't do anything about it I would rate the casino as unfairly treated customer I wish to close this case because it's of no use

Please note, that it is very difficult for us to proceed with this case without supporting evidence only based on the experience of one player. I am sure you understand we cannot confront the casino empty-handed. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.