The player from Czech Republic had her withdrawal voided. Strangely, less then half of the requested amount has been returned to casino’s account. We rejected the complaint because the player didn't respond to our messages and questions.
I have been registered in this casino for about 1 year, I sent money from my account here and there, I never won anything, until yesterday, when I won over CZK 10,000 after a mem deposit and a while of playing. Therefore, I requested payment of 9500, -CZK through my game account, the amount was debited from my account by the casino and handed over for approval. The second day I was informed that the transfer is canceled, only 4000 CZK were returned to my game account and through online chat constantly want various documents, screenshot deposit, copy of passport, etc. Everything seems to me like a scam.
Dear Sára,
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. Could you please advise if you have redeemed any promotional offer when placing your last deposit? Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it together with your cashier history to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela