Gudar Casino - Player’s account withdrawal and bonuses are unfairly blocked.

There are several issues that have come about in this scenario. It started with my withdrawal being declined and my remaining balance removed unfairly on December 14th 2024. My balance of 778 euro was lowered to 200 euro on the basis of them saying I won spins in a slot race as to where my balance had come from. This is untrue, the chat transcript I have with a staff member proves that the bonus was added as part of a deposit bonus specifically stated by her which drastically changes their terms stated allowing the full amount requested to be viable.

This then leads into the next issue of them saying I won a prize in slots race which clearly wasn’t added as they said that was where the bonus came from proven to be false along with the bonus not actually being added for me to play either.

At the same time a promo was offered of 3x comp points to be added instead of the 1x usual rate which also wasn’t honored drastically altering outcome of points to be converted to cash as per their terms and conditions. Along with that they then blocked my comp points from being converted and played saying I had already wagered it and it wasn’t able to be used when it’s clear I never even was able to claim it let alone play or withdraw from it. What is stated is 95 euro at the 1 x rate before they blocked me from even adding comp points at 1x rate let alone the 3x advertised in promo. My game play history verifies it should have been far more than that based on what I was still able to access, much less what they blocked me from being able to see beyond that. To date they have now blocked me from being able to access absolutely any gaming history let alone my most recent play. This in itself screams guilty!

Furthermore they have blocked me from being able to access any info of my gaming history since i have raised the issue, luckily I got screenshots of most of it before they did this to prove my accuracy of issues raised to reflect how dodgy their company is. Highly unprofessional and embarrassing on their part of even putting their names to such conduct, I could never.......

I have made contact on numerous occasions since trying to get this rectified by giving over all proof to which it has been ignored for the most part or I am told it has been forwarded to relevant department to which I have been sent in circles with getting any answers let alone them correcting their misconduct and providing fair and lawful business operations. I understand mistakes happen but this is clearly intentional misconduct and in breach of fair trade act and consumer guarantees act let alone the rest......

Via email they have pretty much admitted the only way to get this sorted is by reporting their unlawful and unfair conduct in order to get it rectified seeing as they are not willing to acknowledge the blatant evidence provided. 

I have many more screenshots to back this up just system here says max amount uploaded. How do i get the rest to you to validate all aspects of my complaint please?

Hello icecold666,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gudar Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you try to request the betting history directly from the casino?
• Is there any other way you can prove from which bonus did you accumulate your balance?
• When was the last time you spoke to the casino and what was it about?

Please note that every single bonus is considered as a good-will of the casino and they may restrict any player from receiving them at any time without any reason given.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

yes account is fully verified. I have many more screenshots to verify proof of all the rest just unsure how to get them to you as initial form said max attachments added and so has this one. Here are a few more but also more available.

Hello icecold666,

Rather then sending the e-mails with the casino in screenshots, would it be possible to forward them in full to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Done, sent them just now

Thank you icecold666 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, icecold666,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Gudar Casino team,

Could you please explain the player's situation in more detail? What was she eligible for, what were the Terms and Conditions of being eligible for the bonus(es) in question, what bonuses did the casino let her claim and use, and what bonuses did the casino refuse to provide her with?

Why have the disputed winnings been confiscated?

Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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 Branislav,

We apologize for any inconvenience. We have sent you an email explaining the player's situation regarding her declined withdrawal and the misunderstanding regarding the bonuses. We have provided the necessary details and supporting evidence.

Thank you for your time and consideration

Greetings all,

I am sorry for the delay.

Dear Gudar Casino team,

Thank you very much for your email with the explanation and all the details provided.

Can you please look at my last email regarding the matter and provide the requested?

Thank you.

Dear Branislav,

We hope you are doing well.

We have sent you an email with the requested information.

We hope that all this information is sufficient and valuable for you.

Best regards,

Thank you for your email and additional information, Gudar Casino team.

However, there are only a few unclear details and some of the screenshots were not displayed correctly, so I could not review them at all.

Can you please check my last email regarding the matter and provide me with the requested?

Thank you.

See how unbelievably frustrating, uncooperative and unprofessional this casino is??? This has been several months now and still fluffing around........

Dear Branislav and icecold666,

We hope you are doing well. We apologize for any inconvenience.

The requested information has been sent to your email address.

We hope that all the information provided is sufficient and clear for you. Please don't hesitate to reach out if you need any further assistance.

Best Regards

Gudar Casino