Casino Eagles - Player’s deposits have never been credited to his casino account.

I have made several deposits using Knoxpay for casinoeagles.com. Firstly I am unsure into why this casino is still active as I have emailed them to close my account, but I'm being ignored.

Anyway, I have around €105 in missing casino funds as the payment processor (Knoxpay) has taken money from my bank account, and not added it to my casino eagles account.

I want all my money back ASAP as I think this is a fraud casino with only two game providers.

Dear Dharmesh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Please forward your payment receipts along with any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Additional comments from the player:

"Good morning Petronela,

Thank you for your response but unfortunately I have never received any receipt from this casino for my deposits. 

Therefore, I have no proof but I swear on my life that I have lost credits valued at €105. On that note, I have lost my money, but can you get my casinoeagles.com account (dharmist) closed as I have been begging them to, but my request is being ignored. 

kind regards Dharmesh"

Dear Dharmesh,

I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):

"Sometimes the heat can get the best of us. We can offer you

a variety of cool off options, ranging from 24 hours to 6 months of

self-exclusion. If you feel you need a longer period than that or even

permanent exclusion – please contact Customer service."

I would recommend sending an email including all the relevant information to casinoeagles1@gmail.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

In regard to your misplaced deposits, could you please forward payment receipts from your bank account?

They have not responded to any of my emails, acting like a dormant casino more like it.

I want all my money back from this fraudulent casino. If they really are a reputable casino then they would not have a third party payment processor, that uses multiple names for the transactions such as furniture store, restaurants etc. I have it all in my transactions as proof, and possibly they could be money laundering.

Dear Dharmesh,

Thank you very much for the forwarded emails. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

"Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

Greetings Casino Eagles,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casinoeagles1@gmail.com (you can CC me petronela.k@casino.guru in the copy).

Thank you very much in advance for your cooperation.

Email from the player:

Thank you, Dharmesh, for CC-ing me in the email. Please understand that "casino being dormant" or "accusations of money laundering" are not reasons for a refund if your funds have been lost already. Could you please advise when you have placed your last deposit in this casino? Have you ever mentioned gambling problem or addiction when requesting the self-exclusion?

Hi Petronela,

thanks for your response, I have just resent my response and mentioned regarding gambling addiction. You have been cc'd in as well.

Regards Dharmesh

Hi,

there has been no acknowledgement email whatsoever from casinoeagles.com, I have also noticed another complaint from a user stating that they are a scam casino.

Can you please investigate the casino as they haven't responded to any emails dating back since March.

Regards Dharmesh

Thank you, Dharmesh, for CC-ing me in your last request. Could you please advise if you have deposited any funds into your casino account lately? Is the account still accessible?

Hi Petronela,

I haven't deposited anything lately but the account is still accessible. I really want the casino to close my account and obviously give all money back.

regards Dharmesh

Dear Dharmesh,

Could you please forward the payment receipt (€105) of your lost deposit which has never been credited to your casino account before we'll contact the casino?

Dear Dharmesh,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi,

Sorry for the delay but I do have a normal life, I have gone through all my emails etc and I do not have any receipts to reference my lost funds. All I have is now the cleared transaction amount in my bank account (and that is sensitive info that I do not want published on this as it is not secure).

Regards

D Mistry

Dear Dharmesh,

I understand your concern but I can assure you that your payment receipt won't be visible to any third party. If you wish you can forward it to petronela.k@casino.guru instead of uploading it here.

Thank you in advance.

Thank you, Dharmesh, for your email. You forwarded a payment receipt for $27.61 from the 4th of March, 2022. Is it the correct one? In order to proceed, I will need all 4 receipts. Please forward the remaining ones at your earliest convenience.

Dear Dharmesh,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have told you before, for every other deposit that went through and failed, I never received a receipt for the transaction. I only received one (the one I sent you).

What is frustrating is that my account is still active and open, can you tell them to close is as it is getting beyond ridiculous now.

Dear Dharmesh,

Only you can request closure of your account. I have described step-by-step how to do it in my previous reply.

Additionally, please understand that failed transactions must be visible on your bank statement if you dispute them. Without proof of unsuccessful transactions, we have no way to confront the casino.

I give up with your games, I accept that I have lost money in this fake casino.

Dear Dharmesh,

Have you succeeded in closing your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

hi,

how can I close my account when they won't respond to any emails. I have sent loads of emails to casino eagles and they have not responded yet. My account is still open. They are a cowboy casino

Thank you very much, Dharmesh, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Dharmesh.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Dharmesh.

I recommend you to follow the casino instructions and finish the KYC.

I don't get this, it says "credit card you are making deposit with", the card I use is no longer active as it was compromised last week.

You need to prove that the credit card you made the deposit with was yours. Therefore, even if it was compromised, it should be possible to prove validity. Could you do it and inform us about the outcome?

Hi Dharmesh.

Is there any new info about your case, please?

Hi Dharmesh.

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello Dharmesh,

May I kindly ask you to provide us with proof to support this claim - the failed transactions that still got charged?

You can forward it to my email address, jozef.k@casino.guru. Your transaction history from the payment provider where this situation has occurred is exactly what we need to move with the resolution.

Hi Dharmesh.

I have not meant confirmation or receipt email. For every payment method, there should be direct transaction history, so you can track your balance movements. It can be easily found in your Knoxpay and/or bank account, or you can even request it from the payment provider (Knoxpay/bank). Could you provide us with it? Because without it, it is just your statement that deposits were not credited but left your account.

Dear Dharmesh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t provided us with relevant evidence to sustain his claims. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.