The player from Germany had deposited €537 but could not access the advertised bonus or free spins due to a lack of support; both live chat and email responses had been unsuccessful. He felt the situation was unacceptable and sought a refund of his deposits. We investigated the issue and requested further communication from the player to proceed with the complaint. Due to the player's lack of response to our messages and reminders, the complaint was closed at that time, but the player could reopen it by resuming communication.
Casinozer - Player requests refund after deposit issue.
Closed
Our verdict
Player stopped responding
Amount: €537
Casinozer
Safety Index 8.8 HighCase summary
Discussion
Public
Public
3 months ago
Translation
I deposited €537 today alone, and since a bonus was advertised, it says I should contact support to receive the free spins. There's no live support option on the site, and they don't respond to emails, even after multiple attempts.
I would most like to get my deposits back because this is completely unacceptable and, in my opinion, borders on fraud.
Automatic translation:
Public
Public
3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 months ago
Dear Player,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
According to the promotional guidelines, the activation of the promo code requires you to contact customer support directly. I have checked the casino's website and noticed that the live chat feature is available in the bottom left corner of the page.
Have you tried contacting the live chat in order to activate the promotion?
Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Attila
Sensitive attachment
Sensitive attachment
3 months ago
TranslationDear Mr. Attila,
Thank you for your feedback.
As previously described, I tried to use the live chat on the website. The corresponding button is displayed in the bottom left corner of the page. However, when I click it, no chat window opens and nothing happens. I have attached a screenshot.
I use the Google Chrome browser and also tested Apple's Safari browser. The problem occurs in both cases. I don't have any ad blockers or other browser extensions installed.
Furthermore, I have repeatedly tried to contact support via email. However, these emails also seem to be not reaching you. I have attached a screenshot of this as well.
For this reason, I have not yet been able to contact customer support directly to have the promotional code activated.
I therefore ask you to investigate the matter further or to provide me with an alternative way to contact support.
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear Player,
Thank you for your response. Have you tried reaching out to the casino via their official email address at support@casinozer.com?
Thank you in advance for your reply.
Public
Public
3 months ago
TranslationI also tried to contact support via this email address.
Last contacted on January 26, 2026 and March 7, 2026, and I have not received any feedback to date.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
TranslationHere too I find a live chat icon, but no matter what I do, no live chat opens, regardless of which browser I use.
Automatic translation:
Public
Public
2 months ago
Dear trendmensch,
Thank you for your reply. Could you please forward your communication with the casino directly to my email? You can reach me at attila.g@casino.guru.
Thank you for your patience and cooperation.
Public
Public
2 months ago
Dear trendmensch,
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.
Public
Public
2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
