Casino Extreme - The player's requesting a refund of her deposits.

I am only asking for the $1,871.39 I had spent within a few months at Casino Extreme while I was supposed to be self excluded from playing from Jan 2nd 2023 up until the 2nd time I reached out for help about self exclusion on April 2nd 2023. During those few months the casino allowed me to deposit $1,871.39 into my account to play and gamble with. They are claiming that my attempts on Jan 2nd 2023 went unnoticed and I'm not sure how , I wrote to support - which I had saved in my contacts - I would write to them and the promotions team almost daily ... so on January 2nd 2023 I wrote to support , after about 3 hours there was no response which was very odd because they are pretty prompt about returning my emails and responding to anything that I wrote to them about . So no response to my email I sent to support I then went and logged into my account and I sought out live chat . I knew there I'd be able to talk to somebody instantly I would talk to them pretty much every day . I told the man what I wanted and how I wrote to support earlier but nobody had gotten back to me he then told me that I needed to write to the Pit Boss . And I could get a hold of management through their email PitBoss@casinoextreme.com or PitBoss@casinoextreme.eu . He then wished me luck and I exited out and I went to my email account and I simply copy and pasted my original message to support and I just copied and pasted it to both of the emails for the Pit Boss. I sent them. I then went to the original one I sent to support and I forwarded that to my fiance to show him that I did reach out for help and I was trying to stop the gambling. So I attached have sent those to you so you can look at them and see for yourself. I'm not sure why they are saying that none of this ever happened I don't know how they could not have heard my temps on January 2nd 2023 because I did everything but pick up the telephone and physically call them on a landline to reach out for help in any and all departments and even through live chat and that's how I got the pit boss's emails was through the man in live chat. Casino extreme is claiming that only April 2nd 2023 is when I reached out for help that they know of and that's when they put a block on my account. Well nobody did that back in January 2nd 2023 and from January 2nd 2023 up until April 2nd 2023 I was allowed to play and deposit $1,871.39 to my account that I never should have been able to for that time period and that is what I'm asking to be refunded back for just those few months. That's all.

Hello Funsize20cs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Extreme. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the first time you requested for a self-exclusion? Do you own more than 1 account within the casino and are they all verified? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

January 2nd 2023 I reached out for help through multiple ways about self exclusion.

I wrote to support , talked to live chat , and wrote to the pit bosses emails on that day .

But nothing was ever done , I got emails to try new slot games with 50FS and I was able to redeem them and I was able to keep putting money in my account to play with week after week , month after month - they just let me keep going like that, knowing I had a problem and wanted help.

It is only on April 2nd 2023 Casino Extreme will acknowledge my pleas for help about gambling addiction to a chat worker I again reached out to for help and the woman immediately disabled my account.

I've been a long time verified VIP player at Casino Extreme for a very long time...they know me well I played there everyday and would email them pretty much daily..I do not have or did not have duplicate accounts- My account is now disabled - the last time I had talked to the casino was over a platform similar to this one about 2 or 3 weeks ago- they denied ever knowing I was asking for help with a problem I was experiencing and coming to grips with - and I am upset about it and I am asking again for them to I just kindly please refund me the few months I was supposed to be self excluded - thats all ..just those months ...$1,871.39 I placed onto my account when I shouldn't of been able to.

Hello Funsize20cs,

Can you please clarify from which date are the screenshots of live chats created?

Yes, I apologize I did not specify with the screenshot.

April 2nd 2023 is the date of that screenshot that you were inquiring about. I am going to send the entire conversation I had that worker which is exactly 3 months to the day of when I first desperately tried to talk to somebody about this alarming problem I had developed and needed someone to talk to me. In the conversation you will notice I expressed that I didn't understand why nothing was done but nevertheless right now I need help I need to have you guys help me with this I expressed that I wanted them to include my accounts that I had which I thought were their sister casinos, but they are adamant that they have nothing to do with each other whatsoever and I had to contact them into individually to have whatever done because I spent money at all of them every month from my disability check and I was so upset because I contacted all the casinos that you're going to be reading about on January 2nd 2023 as well... and I spent money at all of them for those three months ... but that is not the point but at that time you will see that that was part of the conversation. Also I am going to send you all the emails that I had with the casino immediately following the woman just abruptly deactivating my account. And as you read it you will understand my frustration because they were claiming that since it was deactivated they could not give me a refund.. which they acknowledged the time period that I was asking for, but was stating the fact that they could not do it because I did not have an account with them, which I was extremely frustrated and expressed that they could refund it to me and yes I do have an account with them, they just disabled it instead of discussing cats or limits to my ability to deposit with them and play at their Casino, which I wasn't aware of until afterwards when I was told I couldn't get a refund I did a lot of research and discovered that they could have limited my deposits but the woman just deactivated my account disabled it whatever and I feel like they did that intentionally because they probably knew that I was going to be like could I please have a refund from January 2nd 2023 to now April 2nd 2023..lol yeah.. it all makes sense really, not good since but like that must be why they didn't have any kind of discussion with me whatsoever about if that's what I really wanted to do or just any options for me as a VIP player at their casino for a couple years. Not that I really need to explain but I am just stating that my emails when I open them if I responded to somebody or they responded to me the following one would pop up on top so it's kind of backwards you think it would be on the bottom but anyways just I'm sure you are aware to just pay attention to the dates on the times and everything to get the events correct and right because it is kind of complicated ...

Also I'm going to send more conversations that I had with the casino on the other online platform site that is similar to this one, I hope that is okay if it's not for whatever reason you don't have to make it public, because I'm not going to crop or edit or whatever anything so you don't have to make it public but if you can absolutely do it I don't mind whatsoever because all of this happened and it is so frustrating and disheartening and I feel embarrassed for even developing a gambling addiction and falling into this category of people but I have unfortunately a few brain tumors and I'm legally disabled and you know playing at these online casino sites or just fun for me and an escape, and I'm very upset that the casino went from acknowledging all of this to eventually you will see denying any of it. So I figured why not try again and see if maybe you might be able to help me here and maybe they will have somebody else as their representative to their Casino talk to me and talk to us about being reimbursed. So following this I am going to send the whole transcript of April 2nd 2023 I have that day at casino extreme about my alarming problem, the emails that I had with the casino immediately starting the next day on April 3rd 2023 onward, and lastly is going to be screenshots of our conversations that we had on the platform site. It is the only way for you to fully understand everything. Thank you for taking the time to read this and for your consideration - trying to figure this out and how to go about it further.

Thank you Funsize20cs for all the information provided. As we need to hear the casino's side as well, your complaint will be now forwarded to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Funsize20cs,

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jozef,

Hello Funsize20cs,

Thank you for reaching out to us.

The player's account was deactivated due to self proclaimed gambling issues on April 2nd. The Management deactivated the account the moment the player made the request. However, the player mentioned that the request was made much earlier, on January 2nd. Unfortunately, we have no record of this request being submitted. Furthermore, upon review, the correspondence with the player from said date show only a request for a free bonus.

Below, you may see the entire email correspondence from said period and as shown in the contact timeline, there are no tickets/emails from your side on said date.

Casino Extreme is always diligent with such requests and whenever a self exclusion request is made, the account in question is deactivated immediately. This was always done in the past and the Casino stands to have no gain if done otherwise. In the screenshot below, you may see the chat in which the player requested account closure on April 2nd.

Here, the player states that for some reason, the original email was not sent. Should the player have come to Live chat at that moment, the account would be deactivated as it was done on April 2nd.

Once again, we express our deepest regret about the player's problems, however, the Casino acted at the moment the request was received.

Thank you for your understanding and please let us know if any additional information is needed.

Kind Regards,

Luke Newman

Casino Extreme Management

Yes the email to Pitboss@casinoextreme.COM never made it to its destination..but my email to Pitboss@casinoextreme.EU made it to you guys just fine and so did the original one to SUPPORT@casinoextreme.com ... Which was the very 1st way I reached out to you guys until live chat told me about the pitboss emails...so... Again... Between the email to support, to the Pitboss@casinoextreme.EU and talking to live chat on Jan 2nd 2023.. There's really no way you all didn't know?

I did everything but pick up a land line and physically call you all there... I don't see how you can even TRY to discredit me , my emails to you guys should have been enough and I am shocked you are coming back and saying I didn't say anything after Jan 2nd until April 2nd ...again...I did reach out... I told you all some very embarrassing things and just totally poured my heart out and feelings of guilt I had because I developed a gambling problem that I needed help with and didn't know how to do it but , you see - when checking my emails about getting loyalty rewards and 50FS to try new game releases, don't you think a gambling addict would click and open those and after sending emails to support and talking to live chat and sending more emails to the Pitboss..don't you think one would see if it was closed? And if it wasn't and there was a free chip or free spins for a new game ..is it really far fetched that one would certainly redeem those and start spinning on the games? Because addicts are addicts and I tried to get help but it seemed like no one cared ... I asked the same of the other two casinos I was referring to as your sister casinos- and you all told me that Casino extreme has nothing to do with Yabby casino and Limitless casino... All of you just ignored me .... And I also find it interesting that the Guru has you all as RELATED to each other ....so much to where some of their ratings effected the other casinos ratings because you all are connected....and that's why all my accounts were closed on April 2nd before I could even log out of the live chat I was having with the lady that day... Because you all are connected and I reached out to all of you on Jan 2nd ..and since you shut me down at all of them you all are saying you cant refund me because I don't have a active account. ..it is closed... So I am upset at the lies being told to me because Since Jan 2nd 2023 I made deposits at Casino extreme in the amount of $1,871.....and to Yabby casino from Jan 2nd to April 2nd $3,515.21 and Limitless Jan 2 to April 2nd $2,534.... So if you add it all up its just under $8,000 .. Yeah... So , that's why I'm guessing you all let me keep going as I did .. Because I was within the top 100 most depositers...i believe I was 84th in a competition not long ago actually.... I am very very sad that you Luke want to deny me what you all know I am rightfully entitled to - my refund - which the casino acknowledged I was seeking but said they couldnt processes it because I was no longer with a active account ... Which I know it can be done regardless of that ..but my point it everyone went from knowing what I was seeking and talking about just a lot of " as far as a refund goes , we regret to inform you that we can not process that request due to your account being deactivated" ....

So it went from that to , you ...claiming you all had no idea I was seeking help? Did you all not read my emails for once? The two that reached you? Definitely the one to support made it ..it was saved and so did the one to the pitboss@casinoextreme.EU because i never got a delivery report about either one of those failing...because they didn't and you all got them...so yeah .. 3 months to the day from when I said something the 1st time to the casino because I am legally disabled and that's when so get my money ...Casino extreme and the other ones I thought you were sister casinos and was referring to them as such...which...you have been admit that there is no connection...lol ..I am just shocked...did you even really look at my screen shots? Of my emails? Because if you did you would see where everything you have said made no sense and if you haven't ...please..look again ..I can even forward the thing to you because I still have the original email to support! And that's why I am kindly asking to be refunded the $1,871 I spent - when I should have not been able to but was allowed to put on my account to gamble with..thank you!😊

I wanted to share that bit of info about the other casinos that I was repeatedly told had nothing to do with each other - which clearly you all do and I knew that when all of them were closed after only speaking with Casino Extreme again April 2nd which was for the 2nd time about it... I never got the chance to talk to the other ones about everything all over again and refunds because I was quickly shut down with all of them before I could even exit out of my chat session at Casino Extreme April 2nd.which All should have self excluded me but none of you did Jan 2nd 2023 ... I was told by all to write to the pit bosses of their casinos....

Anyways....

But I have proof of it at Casino extreme and its just baffling that you keep saying it never happened... You all never got my request pitiful desperate pleas Jan 2nd?? Which is just simply astonishes me that Casino extreme acknowledged my refund request for a couple weeks but was using the deactivation as a copout.... But you ...You just keep saying it never happened..all attempts were not heard or connected to where something was done about it lol Which is impossible unless the casino is totally negligent - which I never thought was what I would be referring my #1 favorite online casino as.... But sadly - since it was the casinos job to stop me and protect me as a gambling addict , and failed ... That is not my fault ..I did everything I could not even really sure how to go about it until I was tols to wrote to the pitboss by the chat woker on Jan 2nd 2023... And I already wrote to support...and when no results came of it I was simply discouraged and still caught in a cycle of making deposits throughout the week and then blowing my entire paycheck at the begining of the month...

Please do look at all my evidence I have summited Luke... And I am sure you will come to the same conclusion as everyone else ... Mistakes happen... I just want my refund I am entitled to at Casino Extreme in the amount of $1,871. Thank you.

Bests,

Courteney Syrek

Dear all,

thank you for providing all the information. I am extending the timer by 7 days since I need more time for the evaluation. I will get back to you asap.

Dear Funsize20cs,

Before I initiate a conversation with the casino team, I need to follow a standard procedure that we usually do in similar cases. I want to assure you that I fully trust your statements and the evidence you have provided. Could you please forward the emails below as attachments?

Alternatively, you can create a video recording that shows the process of opening the sent emails folder and finding the two in question. Either of these options will clearly prove that the screenshot provided has not been altered. In that case, we can request the casino for further investigation, as everything would be in order from your side.

If you have any questions or need further assistance with this matter, please feel free to reach out to me at my email address, jozef.k@casino.guru.

Certainly - I just went into my other email that's registered with those casinos ,and from that email I just sent the emails requested from above- over to your email you provided. If you have any other questions just let me know.

Dear Funsize20cs,

I can confirm receiving it. Upon further investigation, I have noticed a significant discrepancy between the timestamps of the emails shown in the screenshots and the attached documents. I regret to inform you that I will have to reject your case due to suspicion of falsified evidence. 

In such a situation, I can only recommend you to file an official complaint with the casino's licensing authority. I am more than willing to assist you with this process, so please feel free to contact me using the email address provided below. If you have any inquiries or need additional support, please don't hesitate to let me know.

Best regards, Jozef

jozef.k@casino.guru