Casiroom Casino - Player’s unable to withdraw their balance.

This Casino took an unauthorised withdrawal from a credit card of €200. I requested that they refund it and close my account. They rejected my withdrawal request and blocked me from my account. Multiple emails and chats on their website has gotten anywhere. They asked me to provide a photo of my passport and me holding my passport. Proof of address and photos of the front and back of my card and still rejected my withdrawal request. They are now ignoring my emails and I can’t access the account to make another withdrawal request. It is simply an illegal scam site!!!

Dear TC1971,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you advise if you have accumulated your winnings with or without an active bonus?

Do I understand correctly that you haven't received any explanation from the casino about what happened? Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

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

Best regards,

Kristina

Hi Kristina, the €200 I was withdrawing wasn’t winning or bonuses. It was an unauthorised transaction whereby Casiroom simply took the money from my credit card without my authorisation. I have sent several emails to your email address showing the conversation. However there’s so many they just start to repeat themselves and I’m getting nowhere. Hopefully you can help. I also used the chat function on their website and I’ll email you a transcript of that. Regards. Tony

Thank you for your reply, TC1971. Could you please clarify if you made a deposit to this casino and then you tried to withdraw it? Also, could you please specify the reason for closing your account?

I made several deposits totalling €1900. I lost those funds in play. However the casino then took an unauthorised payment of €200 from my card. The unauthorised transaction is why I decided to close my account. And it is this €200 euros that I am trying to get back.

Was this unauthorized deposit of €200 credited to your player's account, please?

Yes it was. Which is why I then tried to withdraw it. However they won’t let me!

Thank you very much TC1971 for your reply. I will now transfer your complaint to my colleague Peter (peter.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.

Dear TC1971,

I'm taking over your complaint. I have to say it wasn't the best idea to request a withdrawal and close your account before the withdrawal was successful. I will contact the casino and see if I can help. I would like to invite Casiroom Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Casiroom Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear TC1971,

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, there is no gaming authority to turn to. 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. I wish I could be of more help.

Best regards,

Peter