Gold.Casino - Player reports casino as a scam.

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Dear Tillykke,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Gold.Casino.Please allow me to ask further questions so I can better understand the situation.

• Was the amount you deposited on January 24th credited to your player's balance in the casino?
• Was any amount on your player's balance removed or confiscated without your input?
• If there is any communication between you and the casino regarding the incident, please share it with me. My email is tomas@casino.guru

I will be waiting for your reply patiently.

Best regards,

Tomas

Hallo Tomas,

die Einzahlung wurde meinem Spielerkonto nicht gutgeschrieben. Die LTC Einzahlung wurde korrekt an die vom Casino angegebene Einzahlungsadresse überwiesen, wurde meinem Spielerkonto aber nie gutgeschrieben. Stattdessen wurde der Betrag an ein fremdes Konto weitergeleitet.

Thanks for the explanation.

Have you made successful deposits in the casino previously?

Could you please share the communication between you and the casino when you contacted them regarding the issue?

Send the information to my email at tomas@casino.guru for review.

Die Kommunikation mit dem Casino läuft über ein Ticketsystem. Die Antworten sind teils sehr wirr und nicht nachvollziehbar. Ich mache Screenshots und schicke dir das per Mail zu.

Es war die erste Einzahlung bei dem Casino.

Ich habe es jetzt nochmal versucht. Die Antworten springen immer hin und her:

• einmal soll zuerst meine Mailadresse und Handynummer verifizieren. Weder SMS noch Mail kommt an, was laut Aussage des Casinos an mir liegt und ich soll mich an den Betreiber meines Handy und meiner Mailadresse wenden. Beides funktioniert laut casino.gold nicht....
• Dann soll ich wieder eine argentinische Steuernummer angeben
• Screenshots werden nicht akzeptiert
• Hinweise darauf, dass die Einzahlung nachweislich auf meine LTC Einzahlungsadresse eingegangen ist, werden ignoriert

Tomas, das ist definitiv ein Fake-Casino und die betrügen eure Kunden. Setzt dieses Casino bitte sofort auf die Blacklist.

Dear Tillykke,

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, Stefan (stefan.m@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,

Tomas

Dear Tillykke,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Gold.Casino to join this conversation and assist in addressing the complaint.

Dear Gold.Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Stefan, es geht doch darum, dass dieses Casino ein Scamcasino ist und ihr es hier bewirbt. Das kann doch nicht noch weitere 7 Tage warten? Das Geld wurde nachweislich an die im Casino angegebene Adresse gesendet. Es ist nachweislich angekommen und kurze Zeit später auf ein anderes Konto transferiert. Das kann man doch alles öffentlich prüfen. Was soll das hier alles?

Dear Tillykke,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 you contact Anjouan Gaming (https://verification.anjouangamingboard.org/validate?domain=gold.casino&seal_id=7ef9e577974e716e7c8a6113bb18806bdf21073c192536f4438eae7f0f277d2ce9f1bfe1f290e2391cb8cea8543173a1&stamp=f1aa998d5c35345e1f58388732b0ba4e) and submit a complaint to them via the validator at the bottom of the casino's website. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru