The player from the United Kingdom had deposited £25 and had been able to play and win, increasing his balance to £38. However, he had been logged out and upon returning, found his balance reduced to £8. He had verified his account as requested by the casino. We had asked for additional information and had extended the response time, but due to the lack of further communication from the player, we were unable to proceed with the investigation and had to reject the complaint. The player retained the option to reopen this complaint in the future.
Casino Eagles - Player struggles with game accessibility and requests refund.
Amount: £25
Casino Eagles
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
reg and deposited 25 then they wont load any games up and keep saying blank not allowed in uk. want my 25 back bcoz they stole this and now if i dnt receive i will get intouch for fraud and theft
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11 months ago
Dear tigernhippo1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you played any of your deposited funds, or they’re still untouched inside your account?
- Have you been asked to verify your account before a refund can be processed?
If there’s any relevant communication, please forward it along with your payment receipt 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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11 months ago
hi yes i reg deposited 25 allowed to play i was winning had about 38 pound in account but then they logged me of and since then i have not been able to play account says 8 pound so they never put wot was won when playing only took wot i spun. i never claimed deposit bonus and yes i verified when reg and deposited threw email and bank as asked.
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11 months ago
I've reviewed the website for registration, and there doesn't appear to be an IP block preventing access for users in the UK. Furthermore, the UK is listed as an available option in the registration form (here):
Could you please forward any relevant communication or screenshots to petronela.k@casino.guru?
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11 months ago
Dear tigernhippo1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
