The player from Germany deposited €150 and purchased a bonus game but received an error message indicating insufficient balance despite having funds. Although support claimed everything was fine, she could not access the game, and her €150 appeared to be lost. We asked for screenshots and communication with support, then reviewed her gaming history and found that the €150 was recorded as a bet that ended in a zero balance. She later confirmed that the issue was resolved by topping up her account and keeping at least €1.20 in balance for the bonus buy to work, so we closed the complaint due to lack of further response.
Golisimo Casino - Player’s funds have disappeared.
Closed
Our verdict
Player stopped responding
Amount: €150
Golisimo Casino
Safety Index 7.2 Above averageCase summary
Discussion
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1 month ago
Translation
I deposited €150 and bought Joker Streak XL Bonus Buy for €150. The bonus games loaded. It's a coin-based game, so I could see that about €7.50 was already in the free games at the start. Then I got an error message saying "insufficient balance," and I can't play the bonus games. Support says everything is fine, but I can't even use the game on the website anymore, and the €150 is simply gone.
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1 month 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.
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1 month ago
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.
Can you see the bonus buy recorded in your transaction history or your game history?
Please send me a screenshot showing that your 150€ transaction was successful. Also, kindly forward me the communication between you and the casino customer support regarding the issue with your funds at veronika.f@casino.guru.
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
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1 month ago
TranslationI have been writing to support every day for the past 4 days and they keep saying that the responsible department has been informed, then nobody gets back to me.
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1 month ago
Thank you for your email. The screenshot of your gaming history shows that you made a bet of 150€. However, it seems that it was a losing bet, and your balance decreased to zero. Did you make any additional bets after 30 June, 21:42:17?
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1 month ago
TranslationWhat you're saying isn't true! In a coin-based game, you can't buy a bonus and win nothing. The free spins started with a €7.50 win and then got stuck!
Well, I topped up my account again and suddenly the bonus buy was playable. It seems you can't buy every last cent of bonus money in this game; you always have to make sure you keep at least €1.20 in your balance so it doesn't get stuck.
I still had to find the solution myself, because support hasn't bothered to this day! I can't recommend this casino to anyone; nobody helps you when you have problems.
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1 month ago
Thank you for the information. I apologize for the confusion.
At the same time, I am glad to hear that your problem has been resolved. Please let me know if there is anything else we can assist you with, or if this complaint may be closed.
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1 month ago
Dear Vabus,
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.
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3 weeks 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,
Veronika
Casino.Guru
