BookySpinz Casino - Player's account is inaccessible.

nothing works in the casino. I deposited 50€. All the games give errors and you can't play them. There is no support. I sent 3 emails and got no reply because supposedly the casino email doesn't even exist.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any deposits into this casino before, or was this your first deposit?
• Have you tried clearing your cookies and cache, deleting your browser history, or using a different device or browser to check whether the issue with accessing the games persists?
• Am I correct in understanding that you have not been able to use your €50 deposit at all?
• Have you received any messages indicating that the casino’s customer support email address does not exist?

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

Best regards

Veronika

It was my first deposit.

Yes, I've tried clearing my cache and another browser and the problem persists.

Yes, I deposited and couldn't use the balance, no slot works. Not even in the live casino.

Yes, I have already sent 3 emails and received an email back stating that the recipient does not exist.

Please send screenshots or a video of the errors you encounter when trying to open the games to veronika.f@casino.guru.

Additionally, kindly forward the emails you attempted to send to the casino, along with any error messages you received.

Thank you for your patience and cooperation.

Sent by e-mail

Dear PauloSilva

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you PauloSilva for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BookySpinz Casino for their help in resolving this complaint. We would like to know what the issue is with the player's account and what we can do to help resolve this.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear PauloSilva,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter