The player from Germany had deposited 30 euros and claimed a bonus, but she was unable to log in to her account despite having won. She reported that approximately €500, including bonus money, was held in her account after she had completed verification. The complaint had been extended multiple times to allow for communication, but due to the player's lack of response to inquiries and requests for further information, the investigation could not proceed. Consequently, the complaint was closed.
Wager Tales Casino - Player cannot access her account.
Closed
Our verdict
Player stopped responding
Amount: €30
Wager Tales Casino
Safety Index 2.4 Very lowCase summary
Discussion
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2 months ago
Translation
I deposited 30 euros at this casino and claimed a bonus. Now the problem is, I won, but suddenly I can't log in with my email address and password anymore.
Automatic translation:
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2 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.
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2 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Had you completed verification before you lost access to the account?
- Can you please clarify how much money is being withheld in your casino account?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationCould you please tell me which games you focused on – slots, live casino, sports betting, etc.? Slots!!!
Did you complete the verification process before you lost access to the account? Yes, I did.
Could you please clarify how much money is being held in your casino account? Approximately €500 including bonus money.
Regards
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2 months ago
Hello Maus19671,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Thank you very much for your reply, Maus19671. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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1 month ago
Dear Maus19671,
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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1 month 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,
Kristina
Casino.Guru
