Casino Gods - Player’s account has been closed.

I have contacted and summited numerous times the verification documents to this casino since March 12 2022. Each and every time I have done so I continue to receive constant refusal. I have not played or won my winnings with any bonus codes my initial withdrawal was for 1000.00 they continue to ask me to upload verification but they closed my account they claim as being self excluded. They also "self excluded " me from any other sites online . Stating that I have a problematic addiction when that is very untrue , as I was just a new player to the site, and never made more then a $30 CAN deposit the entire 3 xs I deposited into the casino gods website. I was also ridiculed and humiliated by theor agents and was discriminated against by the agent when asked to speak to his supervisor I was repeatedly refused and kicked off the site. I was not rude or argumentative back I simply kept asking to be passed through to the supervisor. I have emailed countless inquiries to my case but continue to be rejected . I am at my wits end with this site and the way they operate. I can not send any more emails as I do not want to resort in their petty treatment, at this point I am confused and feel immensely mistreated to continue to trying to receive my Funds .

Please , I am asking for expert help and assistance to investigate and retrieve my funds . If you could so kindly point me in the right direction or give me any advice on how to do this It would greatly be appreciated.

Thank you kindly

Karla M*** A***

Hello amyottekarl3087 ,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have never requested self-exclusion, nor indicated any gambling problems?

Would you be so kind as to forward me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have sent out all the msgs in my possession to the email provided.

Thank you for your time and patience

Thank you very much amyottekarl3087 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello amyottekarl3087,

I have reviewed your case and will contact the casino to see if I can help.

In the meantime, there is mention in the emails you have attached of a chat conversation with a casino support agent, would you happen to have a record of this? If so, please forward it to my email at adam.m@casino.guru.

We would like to invite Casino Gods to join the conversation and to aid in the resolution of this complaint.

Dear Casino Gods,

Can you please clarify the situation with the player's account/withdrawal?

Thank you Kristina for your time & the referral, and Thank you Adam for taking over my case. I am grateful for the time and patience.

Adam, I had the conversation in my account, unfortunately, I have been unrightfully disregarded from my Casino account and unable to gain access to my account however the casino should have the conversation on their file. Hopefully if they choose to summit the conversation, it will be in raw and unedited form. I thought I had saved it and sent it to my email, but I was kicked out of my account and off the chat before I was able to fully confirm I had received the email on my part

They won't give it. I have kindly asked and done everything they have requested from me.

I only get more grief and hoops to jump through and excuses on their part . Asking me to continue to send in every other document. They won't pay me out my personal funds that I won without any bonuses . They refuse , and just keep telling me to send in required documents. I refuse to send in any further Personal information that is unnecessary. I sent in all required legal documents . They just want more of my personal information that I am uncomfortable sending ...for all I know I could be sending in personal information to some scam artists. I don't know and don't know why they need further information other then the documents they say they require to verify my account. ?????? I just want the money I am entitled to and be done with this site.

Hello amyottekarl3087,

Thank you for the additional information. I appreciate the verification process can be frustrating, but it is very common and necessary to enable casinos to ensure that the correct person gets the payment.

We will give the casino some time to respond and hopefully they can explain what is going on.

Alright. Thank you Adam

Hi amyottekarl3087, 

Kindly note that your Withdrawal was processed today the 18th of April 2022. Kindly wait 3-5 working days in order for the balance to reflect into your account accordingly. 

Should you have any other queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Casino Gods Team

Thank you for the update, Casino Gods Team.

Can you also clarify if the player's account is still blocked?

Dear amyottekarl3087, 

Please let us know when you receive the payment.

Still haven't received payment as the email from Gigadat says 1-3 days for etransfer to go through. That was early morning hours of April 18th.

Dear amyottekarl3087, 

Has there been any further development? are you still awaiting payment?

Kind regards,

Adam

No I have not received any payment or any further emails

Dear Casino Gods Team,

Are you able to provide any information regarding the player's payment and the delay in receiving it?

Hi amyottekarl3087, 

We are sorry to hear that you have not received your Payment. 

We kindly ask you to provide a Bank Statement (PDF File) from the date the Withdrawal was processed (18th of April 2022) up until today (27th of April 2022) so we can forward it to our Payments Team accordingly an look into it accordingly.

Should you have any questions, do not hesitate to contact us.

Regards,

Casino Gods Team

No I will not provide any further personal information other then the personal information required by law to make a withdraw, which I already provided. Furthermore, I do not have an active bank account linked to the "false " looking email you sent me April 18th from Gigadat stating my request was received and to use the "password" provided.... I am done playing your pathetic jump through hoops games with this f****** casino site. You have TODAY TO RELEASE MY FUNDS .

You see "Gurus" this is precisely the REASON why I got you involved. It'll be coming 2 months and all they continue to do is give me bullshit excuses and try scamming more of my personal information. I am getting extremely agitated with this online site. I want my payment I've been waiting long enough I want my payment now from them the way they told me they sent it. I have no bank account linked to this email. Everyday I look but still have received NOTHING

They didn't even make a request , their bulls**t lies.

....look into it "accordingly"

LOL... right! Why do you have to look into it accordingly when there should be no reason why you have to ? Do you not have a trained team specializing in proper protocol when it comes to releasing funds ?

I think your bullshit casino gods and I would suggest players who decide to play online casino games TO PASS UP THIS particular CASINO GODS site . They give you nothing but 🦬💩 problems and ACT like they are doing everything they can but in reality, they aren't. They just take and give NOTHING IN RETURN! That's how this scam site operates.

As for Casino Gods

I hope people see these msgs and your site loses massive revenue to the point where your left no option but to eventually shut down because your scam artists...you shouldn't even be allowed to advertise your online scams in North America. People here, don't take to kindly being Scammed. There is serious consequences in our countries when sites such as yours continue to fraud people out of their money.

...just forget Gurus . I give up. I am so done playing these games with these people and I'm all that much more done waiting and expecting something I probably won't ever get out of this site. It's not fair and completely uncalled for, but I guess I have no choice in coming to terms with this loss. I won't get a payment and that pretty obvious with their back and fourth games they play. And I'm done playing their games

Thank you kindly for for time and patience with this situation, but they are not going to release what I rightfully belongs to me

Hello amyottekarl3087, 

I appreciate your frustration but I have clarified with the casino that the reason they have requested the bank statement is to prove you have not received the withdrawal. They can then provide this proof to their payments team so that they can try to see the reason for this and if necessary re-process the withdrawal. I recommend that you supply this information so that your withdrawal can be traced and the issue can hopefully be resolved.

I DONT HAVE A BANK ACCOUNT.

I wasn't even provided a "tracking number " from gigadat to track my withdraw. So you guys provide us with your information and a tracking number from gigadat so we can go on that.

I have no proof, your withdraw specialist should be able to provide the request for withdraw that they sent to me with a tracking number provided to you . Forward the information to the topic here

I provided the only emails I had received from Gigadat to your email guru, a few days ago. In the emails there is not a tracking number . There is no other way for me to prove anything else.

I strongly suggest that you submit another withdraw request from the casino to gigadat and pay me out.

Dear amyottekarl3087,

We are sorry to hear of your experience with our Casino.

After further review we can confirm that your withdrawal was processed from our end, however, this failed from Interac's side.

We have now sent you an email requesting a screen shot of your e-wallet information, in order for the relevant department to process your withdrawal manually to your e-wallet.

Once we have these documents we will ensure that your withdrawal is processed immediately and in a timely manner.

Thank you for your cooperation and we look forward to hearing from you.

Kind Regards,

Casino Gods Team

I have sent In my E wallet information 2 days ago and still no payment has been processed

Dear Casino Gods Team,

Can you confirm you have received the requested documents and please provide a further update on the status of the payment?

Kind regards,

Adam

Hi amyottekarl3087, 

Kindly note that we had sent you an e-mail on the 5th of May 2022 regarding your Payment. Due to a technical issue we were unable to process your payment via Neteller. 

We are asking you to provide us with a screenshot of an EcoPayz account instead. The Screenshot would need to contain showing your full name, account ID/e-mail address, and e-wallet logo.

At your convenience kindly provide the document needed so that we can forward it to the team handling your case and resolve it once and for all. 

We would like to thank you for your continued patience, should you have any queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Casino Gods Team

I will be forwarding the email from casino gods to gurus .... as replied I don't have ECOPAYS account. And I do not wish to create one either. I have read other withdraw methods on your site. Kindly refresh the other payment methods that are available tome, and kindly do this in a timely appropriate manner.?. As it has been 2 months **** that I have been requesting my funds to be released. As well as I am demanding you to remove any and all restrictions you have placed on my account based upon your discretion and not mine. I would like to keep track as what you are telling me is not what is written in some of the procedures mentioned. Thank you kindly.

Dear amyottekarl3087, 

Have there been any further developments with your payment?

Kind regards,

Adam

Nothing!!!!!!!

Its been what 3 months now.

Can't they deposit to my bank account? I opened an account

Dear Casino Gods Team,

The player has now opened a bank account, could the payment be made to this account? What would be needed to make this happen?

Hi amyottekarl3087 & Adam,

Our Payments Team have advised us that unfortuananlty we are unable to provide manual payments to Banks in Canada. 

As previously stated we would need an EcoPayz account in order to process the payment accordingly. 

Should you have any other questions do not hesitate to contact us, we are more than happy to help. 

Regards,

Casino Gods Team

Thank you for the information, Casino Gods Team. Can I please ask, what would happen if the payment via Ecopayz fails?

Dear amyottekarl3087,

It seems that payment to your bank account is also not possible.

For this issue to be resolved and for you to receive your payment, it appears there is no alternative but to attempt to make a withdrawal via Ecopayz.

I understand that this is not something you wish to do, but if it means getting your payment I think it might be worth a try.

I have tried this method and seems like its a problem so this option is unavailable to me at the time . Next option?

Reinstate my account since it was closed on your discretion and not mine so I can log into my own account and withdraw my funds my own self. I want my money from this 🤬site. And I want it NOW

Dear amyottekarl3087,

Can you please clarify the problem with using Ecopayz?

Dear Casino Gods Team,

Could the player's account be reopened to allow them to make the withdrawal? What is the reason for it to be closed if the verification was concluded?

Dear amyottekarl3087,

The casino has explained to me the reason for blocking your account with regard to responsible gambling via e-mail.

I have replied to say that we do not consider this a sufficient reason to close the account, and I am awaiting a further response.

The casino has also told me that we need to clarify if Ecopayz can be used to make payment to you.

Can you please respond and explain what is the problem you have had with this payment method?

Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Thank you kindly, I appreciate your assistance, and I agree. Thank you for confirming the reason for a closed account.

As for Ecopays, I have been trying to complete the verification of identity process for about 3 weeks now. Each time I attempt to "Submit" my required documents, I receive an error saying "Eternal Error. Please try again later" I have tried numerous different occasions to upload my documents, each time it is the same message. I have submitted an inquiry to ecopays, the advice I got a few times , does not seem to help. I have yet again wrote and asked for further assistance, I have yet to receive a response.

Its been far to long for my patients at this point. See what I mean by the BS . These guys are Crooks. They act asif thats the only payment option provided, and if you don't have this specific type of account with these specific company, then sorry (not sorry), we won't pay you the hundreds of dollars that rightfully is owed to you.... type protocol.

...and that to me is absolute blasphemous..... because their own withdraw method has various other methods, under their own policies and procedures on their website.

So, this leaves me no other option and no further patients. Guru, could you kindly & generously point me towards another option that is further qualified, I think at this point we should take this complaint to the next level. As you see for yourself now, my problem i run into dealing with these people .

Best regards

Hello amyottekarl3087,

I understand your frustration and your desire to escalate the complaint. The casino is licensed by the Malta Gaming Authority, and you can submit a complaint to them here: https://www.mga.org.mt/support/online-gaming-support/.

Please let me know if you do so and we will temporarily close this complaint with the status "waiting for the regulator's decision". Once the MGA has made a decision, the complaint can be reopened and updated accordingly.

Kind regards,

Adam

Will just have to wait to see the response from the site itself. Is there anyway we are able to receive response from the director of internal affairs if they have one in charge or the site owners themselves to resolve this issue? It seems there is more then one assistant answering our inquiry. Is it possible to get one straight answer from one supervisor or vp. Or something? Were getting nowhere fast. My account still remains blocked , even though its clear they have breached their own policies and procedures. They barely give an answer it takes days as a pose of inquiring privately. I still can not submit my verification either to this darn ecopays ....

What about another payment account ? There are other ones similar to ecopays isn't this correct? I'm just trying to figure out other alternative solutions we can agree upon. They have to be able to release my funds , they can't just take that much money from prop,e and be able to get away with it, can they?

Hello amyottekarl3087,

I have contacted the casino directly again via email and explained the situation.

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

Kind regards,

Adam

Hello amyottekarl3087,

I have received the following by e-mail from the casino:

"We kindly request the player to provide a screenshot of the error message from EcoPayz, as well as any correspondence between the Player and EcoPayz.

Once the player sends the information required we will then forward it to our Payments Team for review and they will advise us how this can be handled."

Are you able to provide this?

I have received an email response from the casino... In which it says they have manually paid me out. However, they did not say by what means. Or to who they made the payment to. I did not provide a bank statement. Nor did I receive another email transfer. I replied back asking them to kindly send me the proof of payment and to whom they made payment to. I still have gotten no response as of Monday afternoon.

And yes I can provide the information requested, shall I email them to you Adam?

Hello amyottekarl3087,

Thank you for the additional information.

Please email the information to both me and the casino if possible.

In the meantime, I will ask the casino about the manual payment.

Kind regards,

Adam

Hello amyottekarl3087,

I received the following response from the casino via email:

"We would like to apologize for the inconvenience caused by the e-mail that was sent to the player, as this was sent incorrectly.

The manual payment referenced in the e-mail is because of a failed payment attempt made from our payments team to the players Neteller account on the 4th of May 2022.

Since the player's case is being dealt with higher management ,when the player contacted our customer support department, they were not aware of the updates regarding her case.

We would like to advise the player to communicate via Casino Guru for anything regarding this complaint, so as to not have a repeat of this incident. In the meantime, we are awaiting an update from the player to provide the EcoPayz information which is required to escalate accordingly."

In accordance with the above, I would like to kindly ask you to forward the requested information regarding Ecopayz (screenshot of error and any correspondence with them) to my e-mail, adam.m@casino.guru, and I will then make sure it goes directly to the casino.

Kind regards,

Adam

I have sent the information requested by email

Hello amyottekarl3087,

Just to keep you informed, I forwarded the information to the casino and they have passed this on to the team that is dealing with your case. I am still awaiting a further update and will post as soon as I hear more. In the meantime, please let me know if there are any developments.

Kind regards,

Adam

Nothing as of yet. I have given my permission to yourself , as requested. As of the last contact on behalf of all parties, I have not attempted further contact on my part. Other then to you guru.

Hope to hear good news from you sooner then later.

Best regards

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

What is the hold up?

Why is this a Major Problem?? I just don't understand.

Yeah, all they will get is a "negative rating"

... And?

Like so what they obviously do not care it's only a rating... But then what happens to me? This is 900 euros were talking about here ... What then. They get a negative rating and what I get the shit end of the stick?

I'm so frustrated. I've asked for your advice and it's still been months since I've got not a darn thing has happened or taken place . Wtf do I do now . Because I will not just let this slide and let these scam artists get away with ripping people off hundreds even thousands of dollars. This is a crime. And it's against the law to commit crimes like this. Get on it and make it happen as of today I'm going to be doing my own investigation on who actually owns this site . I will find out and I will find out how to get authority involved since seems like nobody cares to do so.

Hello amyottekarl3087,

I truly understand your frustration, but unless the casino responds there is not much that we can achieve. As I have already mentioned, if you wish to involve the authorities, the regulator to contact is the Malta Gaming Authority, and you can submit a complaint to them here: https://www.mga.org.mt/support/online-gaming-support/.

Unfortunately, I am unable to contact them on your behalf, the complaint must be made by the player directly.

Kind regards,

Adam

Hi amyottekarl3087 & Adam, 

We are sorry to hear that your case is still ongoing and would like to take the opportunity to apologize for the delay in responding.

We are still awaiting an update in regards to your case. Rest assured we are working tirelessly to resolve the case as swiftly as possible and the moment any update is provided we will inform you accordingly.  

We thank you for your continued patience. 

Regards,

Casino Gods Team

Dear Casino Gods team,

Thank you for your response. We will extend the timer once more while we await a further update from you. Please be aware that if there is no response within the set time frame, the complaint will become ‘unresolved’ as mentioned.

They wrote me and said I have to make a ewallet they won't release my funds through etransfer . I explained this is the only way for me to receive my payment at this time. As I can not open a ewallet without proper verification. The only idi have is my federal identification Indian Status Card and birth certificate. They say it isn't acceptable. I am unsure why as it states on the id itself as a federal identification. Being a Indian under the Indian Act is my right and therefore my identification is valid. But they won't accept that. So

Only option is email money transfer.

Hello amyottekarl3087,

Thank you for the update. Are you stating that the e-wallet provider will not accept your ID?

Dear Casino Gods team,

Can you please clarify the situation? Which options are now available to the player?

Kind regards,

Adam

Dear amyottekarl3087,

We have sent you an email on the 21/07 with instructions on how you need to proceed to be able to request your withdrawal.

Please note that we are not able to refund the players via MuchBetter and we don’t have any other options for refunds besides MuchBetter and EcoPayz.

However, in the email we sent you, you have detailed instructions on how you can proceed in order to be able to resolve this matter with your withdrawal.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Gods Team

Thank you for the information Casino Gods Team.

Dear amyottekarl3087,

Can you have confirmed that you have received the e-mail?

Kind regards,

Adam

Yes I have received the email. Unfortunately for myself Casino Gods locked me out of my account are have yet to grant me access back onto my casino account. So its kind of hard to follow Instructions provided when im LOCKED OUT OF MY ACCOUNT....

Furthermore in the response to casino gods email... they clearly state that they do NOT offer "refunds to muchbetter" but the only option I have is for "much better and ecopayz"

That doesn't even make any sense....

Another thing is this is not a "refund" request . This is a withdraw request which I've been denied . Sorry but I am not going to jump through these hoops just to end up the same situation repeatedly. Go through chat? What for, get the owner or president of your online company to do your work for you. Thats your guys job , not mine. I've tried everything on my part this is why we are where we are today. Its not going to work i already know , because I've tried it before .

So continue to figure it out on your end I've tried everything on mine. Something you can't comprehend

Best Regards

Dear amyottekarl3087,

We would like to clarify the situation with regards to the previous email that was sent to you on the 21/07.

The relevant team confirmed that they are unable to do a manual refund via Muchbetter or Ecopayz. The only way that we can process the withdrawal is if you create a MuchBetter account and you follow the below process so we can process your withdrawal:

Step 1: Kindly speak to one of our helpful agents on live chat during business hours.

Step 2: Whilst you are on chat, the agent will contact the relevant team so the account can be adjusted accordingly to accept the withdrawal - Your account will be activated until you request the Withdrawal.

Step 3: Once this is done, you must log in and request the withdrawal to MuchBetter.

If you don't have a MuchBetter account, you will be required to create one after which you will be instantly able to request your withdrawal.

It is important to complete this process whilst you are on chat to make sure request has been received and to avoid any further unnecessary delays.

I hope the above is clear and we do apologise for any inconvenience caused, however, this is the only way we will be able to process your withdrawal since there are several restrictions with processing withdrawals to different payment methods in your Country.

Thank you for your understanding.

Kind Regards,

Casino Gods Team

Dear amyottekarl3087,

It may be that the only way to proceed is to try to create a MuchBetter account, is this something that you are able to do? I know that this seems to be going round in circles, but as the other payment methods have failed for various reasons, there may not be any alternative at this point.

Kind regards,

Adam

Dear Casino Gods Team,

You stated, "It is important to complete this process whilst you are on chat to make sure the request has been received and to avoid any further unnecessary delays."

However, it appears that the support team is unaware of the instructions that have been given to the player, can you please advise on how the player should proceed so that this can be resolved?

Hi amyottekarl3087 & Adam, 

Kindly note that we advise the Player to contact our Support Team between the Hours of 8AM-5PM CEST (12AM-9AM MDT) between Monday - Friday as this will allow our Support Team to Contact the relevant Department and Proceed with the temporarily re-opening of the PL's account whilst she requests the withdrawal accordingly

Regards,

Casino Gods Team

Dear amyottekarl3087,

The casino has provided the hours in which the support team is to be contacted, please let us know if you do so, and hopefully, a resolution to your issue will be found.

Kind regards,

Adam

I have inquired to PayPal and they say that a PayPal account is equivalent to any such ewallet. They further state that they are a merchant that deals "globally and internationally.

So as follows is my QR code for scanning to deposit my funds .

Hello amyottekarl3087,

Can I ask if you have attempted to create the account with MuchBetter as previously requested?

Kind regards,

Adam

Dear amyottekarl3087,

I would like to ask you once more if you have been able to create an account with MuchBetter as the casino suggested. I appreciate that you have requested that a Paypal account be used, but it is likely that this is not a payment method that is available to use by the casino. While PayPal may be used internationally, there are many factors that determine which payment methods can be used by the casino, including license requirements, geolocation, contracts with the payment providers and bank restrictions.

Due to this, I would recommend trying MuchBetter if possible. If it is not, please let us know about it and we can see if there is some other way to resolve the situation.

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, we will have no option but to reject it.

Kind regards,

Adam

Hi my apologies Adam. I thought I responded to your question , there must've been some kind of problem on my end while sending my response.

I had mentioned that yes I have opened a much better account , however , it isn't verified, because it won't allow my federal indian status card . Think , I had mentioned this prior. I have sent in further id to see if they will accept but I haven't heard nothing back from them as of today.

... send me a chq. In the mail. 7 months later I would've got it by now!

Dear amyottekarl3087,

Thank you for the update regarding your MuchBetter account. Can I ask which form of ID have you now sent to verify the account?

I am deeply sorry that we have not yet been able to resolve this for you.

Dear Casino Gods Team,

Is there is anything else that can possibly be done, considering the issues the player is facing repeatedly due to their ID?

Kind regards,

Adam

Hi Adam, 

Unfortuananlty as previously stated, the only methods that we are able to use in order to process the players payment are either via MuchBetter or EcoPayz. 

We advise the player to contact MuchBetter and try to resolve the verification of her MuchBetter account in order to resolve the case once and for all.

Regards,

Casino Gods Team

Dear amyottekarl3087,

Has there been any news regarding the MucBetter account? Have you heard from them since sending further ID?

Kind regards,

Adam

Dear amyottekarl3087,

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.

I have had them respond today.

And they will not take my id verification into consideration. I had explained to them that due to unfortunate circumstances, my family and I had lost everything we owned in a fire. Myself and 4 children narrowly escaped with our lives we made it out with the clothes on our backs. Every thing was lost and its taking me longer then usual to even start getting my identification back in order , let alone many other items for my children, as school has now begun here where we are located.

So at this point these people won't budge for F all and they don't really give a shit about my situation. I explained that as a one time process till I begin to receive other forms of id in the mail I could only then send in the original but since I only have pictures of my id on my phn. But they told me they can not accept this means .

So idk, fuck it . I give up

Thanks for nothing though. Greatly appreciated your time and whatever help you offered here