The player from Austria had successfully requested two withdrawals totaling 19,500 euros after playing a game at Yukon Gold Casino. Despite initially accepting the withdrawals, the casino later canceled them, citing a purported technical issue that supposedly invalidated the bets made during the gaming session, although the player had received no prior notification of any issues. The player repeatedly requested concrete technical evidence and a final decision from the casino, which was not provided, resulting in delays and a lack of transparency. The complaint was supposed to be escalated to the ADR body, but the player faced procedural obstacles because the casino had not completed its internal complaint process. Ultimately, the player submitted the complaint to the ADR, which accepted the case, and the Complaints Team closed their involvement as unresolved, awaiting the ADR’s final decision.
Yukon Gold Casino - Player’s withdrawal has been confiscated.
Waiting for decision of regulator
Amount: €19,500
Yukon Gold Casino
Safety Index:Very highCase summary
Translation
I played the VoltedUP Wild Surge game at the Yukon Gold Casino (Casino Rewards), using only real money, without bonuses or free spins.
On 11.01.2026, I started the game session around 9:00 PM and played until approximately 4:00 AM on 12.01.2026.
I started playing with small stakes (1 and 5 euros), then I gradually increased the stakes to 10, 12.5, 25 euros depending on the accumulated balance.
The winnings were obtained progressively, without unrealistic winnings or visible game errors.
in the first game session I reached a balance of 15,000 euros,
from which I requested a withdrawal of 14,500 euros. The withdrawal was initially accepted.
With the remaining amount of 500 euros, I continued to play normally and reached a balance of 8000 euros again. Noticing that the game started to pay less and I dropped to a balance of 5000 euros, I decided to make a second withdrawal.
thus the total value of the requested withdrawals is 19,500 euros.
The withdrawals were initially accepted and marked as being in processing, and I was told that I had to wait for the completion of internal checks.
Later, after the waiting period expired, the casino canceled the withdrawals and I was notified by email that the game provider had reported an alleged technical issue between 08.01.2026-12.01.2026, declaring the bets and results to be invalid.
I would like to mention that during the gaming session I was not informed of any technical issues, the game was available and functional, and the casino continued to allow deposits and active play. The information regarding the alleged technical issue was communicated only after the winnings were obtained and withdrawals were initiated.
I believe that the retroactive cancellation of winnings, after the initial confirmation of withdrawals and without notification during the game, is incorrect.
I request that the case be analyzed and the reasons why my winnings were subsequently invalidated clarified.
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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.
- Has the casino refunded your deposited balance, considering that your gameplay was described as technically invalid?
- Did you notice any unusual behavior while playing the game, such as an unusually high number of winning bets, jackpot wins, or special feature activations?
- Did you switch between different games during your session, or did you play only VoltedUP Wild Surge throughout?
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
TranslationHello, Veronica,
Thank you for your message and your involvement. I will answer your questions below in detail:
1. Has the casino refunded my deposited balance?
No. The casino did not refund either the deposited balance or the amounts wagered in that session. The entire balance (including deposits and winnings) was retained.
2. Have I noticed any unusual behavior during the game (errors, unusual wins, jackpots, suspicious activations)?
No. The VoltedUP Wild Surge game worked normally throughout the session.
There were no visual errors, freezes, resets, instantaneous exaggerated gains, or abnormal activations.
The winnings resulted gradually, through normal rollover, in accordance with the stake and game mechanics (wild surge, multipliers).
3. Did I alternate between games or only play VoltedUP Wild Surge?
At the beginning of the session, we played other games, with small amounts.
After the last deposit (€50), I chose to play mainly VoltedUP Wild Surge, where the main winnings accumulated.
Important additional information:
The game was active and publicly available.
I did not receive any real-time warnings from the casino or the game.
The withdrawals were initially accepted by the system, then later canceled.
The reason subsequently invoked ("technical problem") was not supported by concrete evidence.
I believe that retroactively canceling winnings, without notification during the game and without technical documentation, is incorrect.
I am at your disposal for any further clarifications and can provide all the information necessary to continue the investigation.
Thank you for your support.
Marcel-G.
Thank you for your thorough reply.
To continue with the investigation, please forward all communication between you and the casino’s customer support regarding the confiscation of your balance due to the alleged technical issue.
Kindly send the emails, screenshots, or any other relevant materials to veronika.f@casino.guru, so we can review them as part of the complaint.
I appreciate your cooperation and look forward to your reply.
Hello Veronika,
I have sent the requested evidence to your email address .
Please let me know if anything further is needed from my side.
Kind regards,
Marcel-Gabriel G.
Dear MMarcel95
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, Martin (martin.l@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,
Veronika
Hello MMarcel95,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Yukon Gold Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Can you give us some more information regarding the mentioned technical glitch?
Thank you in advance for providing us with your view of the issue.
TranslationHello, Martin,
In connection with the alleged technical problem, I would like to mention the following important aspects.
On the same day that I received the withdrawal rejection email, I explicitly asked the casino for concrete evidence of the alleged technical issue (incident report, technical explanations, exact affected intervals). To date, I have not received any response or clarification from them.
I have already forwarded all relevant communications I have had with the casino – both messages received and those sent by me – to your colleague, Veronika.
From my point of view, I was not treated seriously as a player. I asked for clear and documented explanations, but I was not provided with any evidence to support the existence of a technical problem.
The only concrete action taken by the casino was to cancel the withdrawal and withdraw the amount from my gaming account, after the 48-hour waiting period had expired, without any technical justification presented in a transparent manner.
I believe that this lack of response and documentation is relevant to assessing the correctness of the procedure followed by the casino.
I remain at your disposal for any further clarifications from my side.
Sincerely,
Marcel
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.
TranslationHello, Martin,
I confirm that the exact same email presented by Yukon Gold was also sent to me.
However, I would like to point out an important procedural point: my contractual relationship is exclusively with the casino, not with the game provider. For this reason, I consider that I am not obliged to contact the provider directly to request clarifications or technical evidence.
In my opinion, the responsibility to inform and demonstrate the existence of a technical problem lies with the casino, through official documentation or incident report, not through a general standard email.
After receiving that message, I requested concrete evidence regarding the technical issue mentioned, but I was not contacted again and did not receive any additional information.
I remain open to reviewing any official technical report that would demonstrate that my session was actually affected.
Thank you for your support.
Respectfully,
Marcel-G*******
Dear parties,
could you please provide us with the email from the game provider in its original format? Please send it to martin.l@casino.guru.
TranslationHello Martin,
The email you received was sent from info@crhelpdesk.com , which belongs to the Casino Rewards support service, not directly to the Games Global provider.
That email mentions the possibility of contacting the provider via a link, but the link is not functional and will not open. I was not provided with any direct Games Global email address.
TranslationHello,
I understand that, according to the Terms and Conditions, in the event of a technical failure, bets may be cancelled.
However, for the application of such a clause, I consider it necessary to have official technical documentation confirming:
the concrete existence of the incident,
the exact period affected,
how my session was impacted,
an incident ID or technical report issued by the provider.
Up to this point, no official technical report has been provided, only general information.
My winnings were accumulated progressively by playing the game at higher stakes, not by triggering the Grand jackpot or through a singular event.
I remain open to analyzing any official technical evidence that would demonstrate that my session was objectively affected.
Thank you for the clarifications.
Respectfully,
Marcel
TranslationThank you for your response.
I understand the suggestion to contact the game provider directly.
However, I would like to highlight an important procedural aspect:
My contractual relationship is exclusively with the operator of Yukon Gold Casino, not with the software provider. For this reason, I believe that the onus of proving the existence and applicability of a technical fault lies with the operator.
The application of a "malfunction" clause requires the existence of official documentation confirming:
the existence of the incident,
the exact period affected,
the nature of the fault,
how my session was specifically affected.
At this time, I have not been provided with any official technical report or incident ID issued by the vendor.
In my opinion, the provider has no contractual obligation towards me and does not have access to my individual session data without the intermediary of the operator.
Therefore, I respectfully request that the operator provide relevant documentation from the supplier justifying the application of the clause.
I remain open to an objective analysis based on clear technical evidence.
Respectfully,
Marcel
TranslationLet me clarify one essential point.
Requesting to contact the provider directly cannot represent a real procedural solution in this case.
The software provider does not have access to my individual player data – my account ID, my exact session history, transaction details or my internal account information. This data is managed exclusively by the operator.
Furthermore, there is no contractual relationship between me and the game provider. My contract is exclusively with Yukon Gold Casino. Accordingly, the provider has no contractual obligation towards me and is not obliged to provide me with detailed information regarding an alleged disruption of my individual session.
Instead, the provider has a direct contractual relationship with the operator. Therefore, if there is a real technical incident, it should:
– officially reported by the supplier to the operator,
– analyzed by the operator in correlation with my session data,
– and any relevant conclusions communicated to the player.
Only the operator can correlate a general technical report with my player ID and the specific events in my session.
For this reason, I believe that the responsibility for obtaining and analyzing the technical report lies with the operator, not the player.
I remain open to reviewing any official technical documentation that specifically demonstrates how and to what extent my session was affected.
Respectfully,
Marcel
Dear parties,
thank you for your continued cooperation.
Dear MMarcel95,
I am currently waiting for a response from a casino representative.
TranslationHello,
I confirm that I agree to initiate the ADR process through eCOGRA.
For procedural clarity, please let me know:
– What is the estimated duration of the ADR process?
– What are the exact steps of the procedure?
– Through which channel will I be contacted and how will communication take place?
I also respectfully request that this case remain open on the Casino Guru platform until the ADR procedure is completed and an official decision is issued.
I would appreciate if, during the process, any relevant updates could also be communicated in this thread, so that the situation remains transparent.
I remain available for full cooperation.
Respectfully,
Marcel
TranslationThank you for the link provided.
However, my previous request was not only about the referral to the ADR form, but also about the procedural clarification of the steps: the estimated duration, the steps involved, and the way the process will be conducted.
In order to be able to formally initiate the procedure in full knowledge of the facts, I await these clarifications.
I also remain awaiting a response from Martin regarding keeping the case open on the Casino Guru platform until the ADR process is completed.
Respectfully,
Marcel
TranslationFor procedural clarity, before formally initiating the ADR process through eCOGRA, I request confirmation that this stage represents the operator's final response within the internal dispute resolution procedure.
I also reiterate the request that Mr. Martin keep the case open on the Casino Guru platform until the ADR process is completed and an official decision is issued, to ensure complete transparency of the process.
I remain open to initiating ADR as soon as these procedural aspects are clarified.
Respectfully,
Marcel
Dear MMarcel95,
thank you for your cooperation throughout the review of this case.
The casino has clearly stated in both public and private communication, that the evidence related to the alleged technical issue can only be shared with their ADR body, eCOGRA, and not with us. Based on this, we consider the casino’s position to be final from their side.
As a result, this complaint will no longer be actively handled by Casino Guru. Given that the case has been formally referred to eCOGRA, and as we respect their role as an independent ADR entity, the complaint will be closed on our platform as unresolved, pending the regulator’s/ADR’s decision. The complaint will remain publicly visible.
Once you confirm that you have submitted the dispute to eCOGRA, we will proceed with closing the case accordingly.
Should you have any questions in the meantime, feel free to contact me directly at martin.l@casino.guru.
Kind regards,
Martin
TranslationDear representatives,
Thank you for the link you sent.
However, when accessing the indicated page (https://ecogra.org/alternative-dispute-resolution/), I cannot identify any active form for filing a complaint. In some situations, the 404 error also appears.
At this time, there is no visible or functional form for initiating the ADR procedure through the indicated public page.
Therefore, please send me:
• direct and fully functional link for submitting a complaint to ADR (eCOGRA)
• or the official email address specifically intended for submitting ADR requests
• as well as clear procedural instructions on the steps necessary for the correct escalation of the case
Please provide me with professional guidance so that I can continue the process correctly and without procedural ambiguities.
Until a valid submission channel is provided, the case remains unresolved.
Respectfully,
Marcel
TranslationDear representatives,
Thank you for the clarification.
I confirm that I accessed the indicated link from my mobile device (Google Chrome, Android), but when scrolling to the bottom of the page, no interactive form for submitting a complaint is displayed.
The page displays only general information regarding the ADR procedure (Malta section), without any fields to fill in or a submit button.
Please confirm the following:
• is it necessary to log in or create an account to view the form?
• is the form only visible on the desktop?
• is there a direct link to the actual form (not just the information page)?
For procedural transparency, I mention that at this moment the form is not visible from my side.
Please indicate the exact section or send me the direct link to the functional form.
Respectfully,
Marcel
TranslationDear representatives,
I accessed the eCOGRA ADR form and the system explicitly tells me that I cannot proceed because the operator's internal complaints procedure is not considered complete.
According to eCOGRA guidelines, before a dispute is accepted for analysis, the operator must either:
issue an official final letter with a reference number, either
to let the maximum 8-week deadline for internal resolution expire.
At this time, I do not have a "final response letter" or formal confirmation of the closure of the internal complaint.
Please confirm:
if you consider that the internal procedure is officially concluded;
if you can provide me with a final decision letter (with reference number) so that I can validly file an ADR. 
TranslationFor clarity, I am attaching the original English version of the eCOGRA message, as the previous screenshot was automatically translated by my browser.
With respect.
TranslationFor transparency, I confirm that I sent an email today to the operator's compliance department, referring to complaint number 216810520226.
In that message I requested official confirmation of the conclusion of the internal complaints procedure or, if it is considered completed, the issuance of a final decision letter (with reference number), so that I can continue the approach to ADR (eCOGRA), if necessary.
I will get back here as soon as I receive an official response.
Thank you.
Dear parties,
thank you both for your continued cooperation.
Dear MMarcel95,
are you now able to proceed with filing your complaint to an ADR or do you need any additional information? Please keep us updated.
Dear casino representative,
I have sent you another message. In case you are able to change your decision regarding the sharing of evidence, please get back to me.
TranslationDear Martin,
Thank you for the clarification.
I have already sent an email to the operator's compliance department, referring to complaint number 216810520226, requesting official confirmation whether the internal complaints procedure is considered closed.
I prefer to wait for this official response before escalating the case to ADR, to ensure that I fully comply with the procedural steps.
I will get back here as soon as I receive confirmation from the operator.
Thank you for your support.
Dear MMarcel95,
can you please clarify, whether have you received the mentioned confirmation from the operator's side?
TranslationThank you for the question.
So far I have not received any response from the operator to the email sent to the compliance department. I have submitted the requested information and my account details, as per their request.
For transparency, I am attaching a screenshot of the email sent, as proof that I have provided all the requested information and that I am still awaiting an official response.
I remain available for any further clarifications if necessary.
Respectfully,
Marcel
Dear MMarcel95,
thank you for your continued updates.
Dear Yukon Gold Casino representative,
can you please give us some news on the proceedings?
Dear MMarcel95,
thank you for your patience. I have received a message from the casino, confirming they want to resolve the case through ADR. Please let me know whether you are still waiting on the casino's response regarding their internal dispute meditation or you are ready to file the complaint.
TranslationDear Martin,
Thanks for the update.
At this time I am still waiting to receive official confirmation from the casino that the internal complaint procedure has been completed. Once I receive this final statement, I will proceed with filing the complaint through ADR.
So far, we have not received any response from the operator regarding this request.
I would also appreciate if this case could remain public on the Casino Guru platform until the ADR procedure is completed.
Thank you for your support.
Respectfully,
Marcel
Translation
For transparency, I would like to add a public clarification.
The operator has indicated that they wish this dispute to be resolved through the ADR procedure. In these circumstances, I await their official confirmation of the completion of the internal complaint procedure.
According to the information presented on the eCOGRA website, before ADR can analyze the dispute, the operator must complete the internal complaints procedure and issue a final confirmation (final response) that allows the case to be escalated to ADR.
Currently I only have the complaint reference number, but in order to officially continue with the ADR procedure I also need this final confirmation from the operator.
For clarity, I am also attaching the screenshot from the eCOGRA website that describes this procedural requirement.
Dear MMarcel95,
I believe the best course of action is to wait until next week, and even in case you do not receive an answer, please contact the ADR. In the meantime, you can try to get in touch with the casino again.
Translation"Thanks for the clarification. I will wait for the operator's response until next week and, if I do not receive an official response, I will continue the procedure through ADR."
Dear MMarcel95,
as more time has passed, I would like to ask you to give us an update on the situation. Have you received a response from the casino?
TranslationHello Martin,
Today I received a new email from the casino's complaints department.
However, it does not contain any final decision regarding my case.
Instead, they continue to ask me for various explanations and additional evidence, even though the operator is already aware of the situation and the relevant information has been provided previously.
I usually have to wait 4–5 days for each response, and when it comes it's just a standard message, without anything concrete or a clear solution.
For transparency, I am attaching the email I received today.
At this point I am still waiting for the operator's final decision to be able to continue the procedure to ADR if necessary.
Respectfully,
Marcel
TranslationFor clarity and transparency, I would like to request a public response from a casino representative on this platform.
So far I have only received standard email responses and repeated requests for explanations, without a clear position or concrete decision regarding my case.
Considering that this dispute is already publicly open on Casino Guru, I consider it reasonable for the operator to provide an official and clear explanation here, without further delay.
Please request the casino to present its official position publicly on this platform.
Thank you.
Marcel
Dear MMarcel95,
I believe the best course of action is to file the complaint with the ADR now. I understand the casino has not addressed this clearly, but I believe you have all information required to do so.
Once you file the complaint, please let me know in the thread and I will close this complaint accordingly.
TranslationHello Martin,
I would like some clarification before filing the complaint with the ADR.
According to information on the eCOGRA website, before ADR can analyze the dispute, the operator must complete the internal complaints procedure and issue a final confirmation (final response).
In my case, I have not yet received this final decision from the casino, although I have requested it several times.
Under these conditions, can I file the complaint with the ADR without this final confirmation or should I still wait for the operator's response?
Thanks for the clarification.
Marcel
Hello MMarcel95,
yes, casino representative has explicitly confirmed they are unable to proceed by disclosing the evidence to us. Please file the complaint to the ADR.
Hello Martin,
Thank you for the clarification.
Since the casino has confirmed that they cannot disclose the evidence here, I will proceed with filing the complaint through the ADR.
I will update the thread once the ADR complaint has been submitted.
Thank you for your assistance.
Marcel
TranslationHello Martin,
Thank you for your support so far.
I would like to ask you to keep the complaint open on the CasinoGuru platform until the ADR procedure with eCOGRA is completed. At this time, my case is already under review by ADR, and I believe it is important that the complaint remains visible and active until a final decision is issued.
Initially, I understood that the complaint would remain open until the ADR procedure was completed, which is why I would appreciate if this approach could be maintained.
I will come back with updates as soon as I receive official responses from the ADR.
Thank you for your understanding and support.
Respectfully,
Marcel
TranslationHello, Martin,
I'm back with an important update regarding my case.
I tried to continue the procedure through ADR (eCOGRA), but my complaint was declared invalid on the grounds that the operator claims that I did not complete the internal procedure.
In reality, I filed the complaint directly with the operator, clearly requested a final decision (Final Decision Letter) and waited several weeks without receiving a concrete response, only standard messages.
I am attaching screenshots from the communication with ADR, where it is clear that I cannot proceed without this final decision — a decision that the operator refuses or delays in providing.
I believe that I have taken all the necessary steps on my part, and the current situation is not caused by my lack of cooperation, but by the fact that the operator is not completing the procedure.
Please keep the case open on the platform until the situation is clarified and the operator provides an official final decision.
Thank you for your understanding.
Dear MMarcel95,
thank you for the update.
Dear casino representative,
can you please check this case and explain what is happening right now? Since the case has been opened for quite some time, we would appreciate any guidance on how to proceed. Can you once again explicitly state and confirm that the internal review process has been finalized?
TranslationThanks for the update.
However, it is unclear why this case requires further investigation at this time. Any technical verification should have been carried out before the amount was debited from my account.
I would like to mention that I have been waiting for an official written response from the operator since February 24, without receiving a final decision to date.
Currently, this case has been ongoing for several weeks without a final official decision.
I request a final decision in writing or clear confirmation of the completion of the internal complaints procedure.
Translation"A simple 'wait' is not a valid procedural response."
This case has been ongoing for several weeks, and to date no final decision and no estimated timeline have been provided.
TranslationHowever, the lack of control over the internal department does not change the operator's obligation to provide an official response and to complete the complaints procedure within a reasonable time.
I have been waiting for an eligible response since the amount was canceled.
According to the eCOGRA ADR rules, the complaint can be considered without a final decision if the operator does not provide it within 8 weeks. My complaint was filed on 24.02.
I'm not trying to rush the process, but as Martin mentioned, this case has been open for too long without a clear conclusion.
TranslationThe date of February 24th represents the second formal complaint.
The first complaint was filed on January 19, shortly after the cancellation of the amount from January 11–12.
Therefore, this case has been ongoing for over several weeks, and no official final decision has been provided to date.
Please confirm whether the internal complaints procedure is completed or provide a final decision in writing.
TranslationThanks for the reply.
If you analyze the conversation, you can see that the ADR people also asked the operator to contact me, which has not happened to date.
In the context in which the operator has chosen not to respond and does not provide additional information regarding the status of the process, I consider that the level of transparency is limited.
I ask Martin to assess the current status of the case, given the lack of a final response and effective communication from the operator.
Thank you.
TranslationAnother week has passed without any communication regarding the final decision required for ADR.
The operator has clearly stated that he will not respond to this discussion anymore, and to date we have not received any official confirmation or estimated timeframe.
Martin, I await clarification from you regarding the current status of the case and the next steps.
Thank you.
TranslationHello, Martin,
I'm coming back with a message because I notice that I haven't received a response from you.
The operator chose not to respond publicly until the internal investigation is completed, but to date I have not received any clarification from the responsible department, even though the ADR requested that they contact me.
I have been waiting for a response from the operator for about 5 weeks, without receiving a final decision or concrete information regarding the status of the case.
Please confirm how I should proceed in this situation.
Given that this case began in January 2026, I consider the waiting period to be significant already, with no clear progress towards a final solution.
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.
TranslationWhen I ask for explanations or updates on this case, I do not receive any concrete response. Also, the ADR clearly stated that the operator should contact me, which has not happened so far. I notice that the response comes quickly when you are under reputational pressure, but as for my case, direct and informative communication is missing. I mention that I am waiting for an official response regarding the canceled amount of EUR 19,500 since 19.01.2026. Under these conditions, I do not want to believe that the department will respond to me on the last day.
Thank you
Dear MMarcel95,
thank you for your continued cooperation. Firstly, I would like to address the main point of confusion. Since the casino was unwilling to provide us with evidence regarding this case, we agreed with the possibility that the complaint will be referred to the ADR, upon which the complaint would be temporarily closed on our site.
However, it seems the ADR was not willing to take over the case, as the internal complaint system has not been finalized on the casino's end - this needs to be completed in order to file a complaint with an ADR. The casino is now in the process of finalizing this internal review, and it seems it intends to take the full eight weeks which were granted by eCogra.
At Casino Guru, we usually follow our own guidelines regarding timeframes, but we have already agreed with the case being referred to the ADR, and at this point, it seems it is the only way to get an accurate and fair resolution to this issue.
I would therefore kindly like to ask you to wait maximum two more weeks, after which you should be able to file the complaint with the ADR.
TranslationHello, Martin,
I'm back with an update: I received a final response from the operator.
In this response, the operator claims to have performed all necessary checks, but does not provide technical evidence and redirects me to the game provider.
I would like to mention that I have submitted the case to the ADR for independent analysis.
Thank you for your support.
Dear MMarcel95,
thank you very much for your response. Just to clarify once again, were you now able to successfully file a complaint with the ADR and was it accepted?
Yes, I have submitted the complaint to ADR.
I am currently awaiting confirmation of its acceptance, which should be provided within 7 days.
Thank you."
Dear MMarcel95,
thank you for your response, I will wait for the confirmation that the complaint has been accepted. Afterwards, this complaint will be closed as unresolved, pending regulator decision.
Hello Martin,
Once I receive confirmation from ADR, I will return here with an update.
Thank you for your support.
TranslationI would like to mention that up to this point I have not yet received an official confirmation regarding the acceptance of my case by the ADR. I have been asked for the necessary documents, which I have submitted, and I am currently waiting for the confirmation.
Until this issue is clarified, I request the operator to publicly provide complete information regarding the license under which it operates, including:
licensing authority;
license number;
applicable jurisdiction;
contact details of the competent authority for filing a complaint.
I believe this information is essential both for my case and for transparency towards other players.
Dear MMarcel95,
could you please provide me with your communication with the licensing authority?
At this moment, I have not contacted the licensing authority, as I do not have information regarding the licence under which the operator is operating.
This is precisely why I have requested the operator to provide these details publicly, including the licensing authority and jurisdiction.
I am currently following the ADR procedure and awaiting confirmation regarding the acceptance of my case.
Dear MMarcel95,
apologies for the misunderstanding. Please forward me the response you have received from the ADR - request for documents. You can send it to martin.l@casino.guru
Hello Martin,
I would like to inform you that today I have received an official response from the ADR (eCOGRA), and my case has been accepted.
I will also send you by email all the documents and information requested by ADR, including what I have submitted to them.
I will keep you updated as the process moves forward.
Thank you for your support.
Dear MMarcel95,
thank you for your cooperation throughout this case.
As previously discussed, since the casino was unable to provide the necessary evidence to support its claims, we were not able to reach a fair and well-founded conclusion on our side. For this reason, we consider the involvement of the ADR to be the most appropriate next step in resolving this matter.
At this point, we will close this complaint as unresolved on our platform, pending the final decision of the ADR. We will now await their ruling, which we trust will provide an independent and thorough assessment of the case.
Please keep us informed about the final outcome once the ADR process is concluded.
Best regards,
Martin
