CasinoVibes - Player seeks resolution for unfair treatment and lost funds.

Dear CasinoGuru,

I am reaching out once again to request your support, as I have been treated extremely unfairly by an online casino, and despite several attempts to resolve the matter directly with them, they have failed to respond or take appropriate action.

About a month ago, I began playing at CasinoVibes. I made my first deposit and received a welcome bonus (300€ + 300€). I lost that amount and later deposited an additional 200€ of real money. I then participated in a "Play Together" group game feature, where a streamer plays on behalf of a group of players who contribute funds.

In this case, the streamer offered an "add-on" of €1000, which was mentioned only in the group description (not in any official, clearly labeled section). Based on this, I contributed €200 and received a payout of €400 after a double win.

Later, I noticed another group where the streamer claimed to offer a €1600 add-on, so I invested €400. However, the day after I joined, a new feature was added that allowed users to see the actual add-on amount more clearly—and I discovered the "€1600" was in fact 75€, as the casino had listed the amount in Mexican pesos (MXN) without clearly indicating the currency. This was highly misleading and confusing, as all previous communication and transactions had been in euros.

I immediately contacted the casino to cancel my participation and requested a refund. They replied that this was not possible but would investigate the issue. However, the investigation took so long that the group game was played regardless—during which I lost a significant portion of my balance (all) due to the falsely stated add-on.

In the end, I received no return on the €400 I would never have chosen to risk, had the add-on value been clearly presented.

The casino later replied, stating that I should have understood the add-on was listed in Mexican pesos—a completely absurd expectation, especially since the rest of the site operates in euros and in my local language.

In addition to this, the casino has:

Refused to provide information about a third-party dispute resolution service, such as CasinoGuru.

Denied my GDPR data request, which I believe is a violation of my legal rights under EU law.

I sincerely hope you can assist me with this case. I am happy to provide any supporting messages, screenshots, or documents upon request.

Thank you in advance for your support.

Dear napasorsa,

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.

What specific communication did you have with the casino regarding your initial and subsequent deposits?

What was the casino's exact response when you requested a refund?

Can you provide screenshots of the group game descriptions, including the stated add-on amounts?

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika