The player from Austria isn’t satisfied with the casino’s services.
Casino MaxCazino - Player is highly dissatisfied with overall casino experience.
Amount: ??
Casino MaxCazino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello everybody!
It is always surprising which casinos get a good rating from the testers, although there are many problems with these casinos! Casino software questionable! Question customer service as well! Closure must be requested several times until this is confirmed! Further payments possible despite closure! I would like a contact address where I can report such things! It cannot be that casinos which operate illegally on the market (this casino has no license for Austria) do not adhere to any rules! Data protection! Ban is denied! I would like a contact address that takes players' concerns seriously and puts these casinos in their place! And no, I don't want any contact details from the responsible supervisory authority! Anyone who has contacted Curacao before knows that no one there will answer! It is not without reason that almost all casinos with a bad reputation in Curacao are licensed!
Automatic translation:
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2 years ago
Dear Rene,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. This is a very complex complaint, but I will do my best, and hopefully, address all your concerns.
- I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
- We test the customer support with each update and so far we haven't come across any problems.
- There is a difference is between closing the account and self-exclusion. Closing an account is simple and has almost no impact - the player can reopen and use the account anytime, and the casino has no obligation to the player. On the other hand, self-exclusion does. If a player successfully makes a self-exclusion due to gambling problems the casino agrees not to open this account or if yes only under particular circumstances.
- Regarding the licensing authority of this casino - we believe that the casino can accept players from any country as long as the casino pays out the player's winnings. It is always the player's responsibility to check the casino before registering. If you come to play in Curaçao licensed casino (by your free will and they are not targeting the Austrian market), you need to follow Curaçao laws.
- Lastly, we do not solve issues regarding data protection and GDPR.
Unfortunately, I am not able to provide you with a contact better than the casino's licensing authority. This is the only place we send players to if they are dissatisfied with our decision.
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. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Kristina
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2 years ago
Translation
Hello! Thanks for the answer! I have already scoured the internet and found no contact address apart from the supervisory authority in Curacao! But there must be contact addresses in the respective countries! If a casino in Austria offers its services without a license, then Curacao is definitely not responsible! Curacao doesn't respond to complaints either, so corrupt casinos also prefer their license! Kind regards
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2 years ago
Thank you for your reply, Rene. I apologize, but in this case, our hands are tied and we cannot punish the casino for any of the previously mentioned issues. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for understanding.
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2 years ago
Translation
Hello! The casino shouldn't be punished because of my complaint! I just wanted a contact address in Austria for casinos that operate "illegally" on the market
Automatic translation:
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2 years ago
I am sorry, Rene, but we personally do not have such contacts. You can try to find help on the official Austrian licensing website.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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