The player from Germany has been blocked without further explanation. The complaint was closed as 'unresolved' as there was no response from the casino.
Casino MGA - Player's account has been blocked.
Black points: 1266
Amount: €17,000
Casino MGA
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
They blocked me for no reason just because I won €17,000 and my girlfriend had €42,000 (also got nothing) I often politely asked her to pay out my winnings but nothing came! They belong on the ropes these scammers but they open one casino after the other!!! And it is tolerated.... What's going on there.. I think I have to take care of it myself so that they disappear 😉
Automatic translation:
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2 years ago
Dear Hanf2022,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus? Do I understand correctly that the casino didn't mention any specific reason clarifying why your account was blocked?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or post it here.
Thank you very much in advance for your reply.
Best regards,
Kristína
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2 years ago
Translation
Good day! No, neither I nor my girlfriend played with no bonus! I didn't violate their terms and conditions either! I had paid out the first €5000! After a few requests when the time came, they blocked me!! (Access denied) it was 17000€ 😡 !!! At Casino 4crowns they didn't pay me €2600!!! How can it be that such criminals open one casino after the other???? Because they're probably paying money to the sh... licensing authority! It's been a while now but I'm about to arrange a hacker to destroy you and all your other casinos... I've already scanned the site (open ports, OS, ip address, etc!!!
Automatic translation:
that was the last screenshot i took
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2 years ago
Thank you very much Hanf2022 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.
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2 years ago
Hello Hanf2022,
I have reviewed your case and will now contact the casino to see if I can help.
We would like to invite Casino MGA to the conversation and to aid in the resolution of this complaint.
Casino MGA, please explain the reason for blocking the player's account.
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2 years ago
Translation
Ok, that's really a fine move from you, I really don't know what else to do because the responsible licensing authority isn't responding either! So thank you very much in advance and if you really make it, I will definitely think of you and your team! Have a good weekend!
Automatic translation:
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2 years ago
Translation
As I said, I have adhered to all terms and conditions and violated no rules!
Automatic translation:
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2 years ago
Dear Hanf2022,
There has still been no response from the casino, so I will attempt to contact them once more.
We would like to ask Casino MGA 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.
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2 years ago
Translation
That's not going to happen anyway.... I mean pay €17,000 or a bad rating... There it is... it's on it 🤣
Automatic translation:
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2 years ago
Dear Hanf2022,
I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, I’m afraid there is not much that can be done without cooperation from its side.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this one. I wish I could have been of more help.
Best regards,
Adam
