Celu Apuestas Casino - Player's withdrawal request has been ignored.

I won a bonus at Celuapuestas, but when I asked to withdraw my money, the cashier stole from me. I sent all the evidence of communication to the support team, but it's been two months and nobody has reached out to me. I am tired of making complaints without receiving any resolution.

Dear carlosagm086,

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 confirm that your account has been fully verified in the past?
• Have you redeemed any bonuses from this casino in the past?
• Have you withdrawn any funds from this casino previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Regarding your questions, it was the first time I played at that casino and I did not go through the verification process.

Thank you, carlosagm086, for your reply.

• Can you please clarify whether your winnings resulted from a complimentary bonus or if a real money deposit was required to activate the promotional offer?
• Is your account still accessible?

I cannot access my account, since they have blocked access and I played the game with real money, the win was not part of any courtesy bonuses or promotion.

This is what you wrote in your very first comment:

I won a bonus at Celuapuestas, but when I asked to withdraw my money, the cashier stole from me. 

Now you wrote, that you haven't activated any promotional offer. Could you please elaborate?

In my country, Celuapuestas works as follows: you contact a cashier and that person is in charge of depositing the money in your name. If you win, he or she is also in charge of downloading and paying you the prize. I contacted that cashier to pay my prize and at that moment he stopped answering me and blocked me, then he emptied my account and changed the password so I couldn't do anything else. I have contacted the platform repeatedly, sending them screenshots of the conversations but I have not received any response, only that they were going to communicate but never did.

• Could you please forward any relevant communication to petronela.k@casino.guru?
• Am I correct in understanding that instead of yourself, a cashier deposited funds into your account?
• Is this individual an employee of the casino?

Thank you in advance.

Dear carlosagm086,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

He is not an employee of the casino, but an external agent who advertised himself on social networks, so I contacted him and I transferred money to him to deposit, then I played in the casino and won that prize, when I asked him for the I withdraw my funds, steal them and block me from all communication. I have sent the evidence to the celuapuestas service center, with the screenshots and even the name of the person. But I didn't get answers.

Is it common practice in this particular casino to utilize third-party "agents" for deposits instead of direct player transactions? I apologize, but I'm unfamiliar with such a procedure.

Yes, they use people who function as agents or cashiers and who spread their services on social networks. I contacted one of them thinking that he was trustworthy, I transferred money to him and he created my account and charged me the balance but when it came time to withdraw what I earned he stopped responding to me. I complained to the platform and they said they would give me an answer but I had no solution.

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Dear carlosagm086,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.