Cresus Casino - Player’s winnings have been cancelled.

Dear Mohamed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any explanation from the casino why your winnings have been cancelled? Have you accumulated your winnings with or without an active bonus? You could forward any relevant communication between you and the casino to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Mohamed,

Thank you very much for your quick reply. I have checked with Live chat if the casino accepts players from France, and this is what I found out:

"Unfortunately, we do not accept player who are living in France."

Since it appears to me, that you are from France, I would like to ask you, if you have succeeded in opening the account as a player from this country? Did you use a VPN (Virtual Private Network) to alter your location? I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Additionally, please advise if you have activated any bonus prior to accumulating your winnings. Thank you in advance for your reply.

Salve, il casino si chiama Cresus Casino ed era uno dei migliori casino che ho trovato, io risiedo in Francia e questo casino e Uno dei migliori in Francia. L’altra sera ho fatto delle ricerche sul web e l’ho  e mi sono iscritto (con il server normale, con Safari su MacBook) ho versato 300€ e ho ricevuto il bonus benvenuto di 300€, poi botta di fortuna alla ruota del monopoly Ho vinto 700€ con una puntata bassa e li ho disattivato il bonus. Poi cambiando giochi spesso passando da blackjakc a roulette ho voluto giocare a babacat e sono entrato su dragon tigher e li piano piano sono salito. Sicuramente ho sbagliato perché dopo la prima vincita mi conveniva aspettare di ricevere il bonifico e non continuare... ho voluto continuare e il casino non mi ha consegnato niente solo i 300€ di partenza. Spero di essere stato abbastanza chiaro per come si è svolto il tutto non ero su un server nascosto o altro usavo safari che e collegato a google e traccia tutto. 

Thank you very much Mohamed for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Va bene, grazie per il supporto.

Comunque vorrei sapere quale etica accettano i casinò, nel senso che se io o chiunque altro entra in un casino entra con intenzioni di rischiare il suo denaro per provare a vincere, ma se quando si vince il casino non ti da i soldi dicendo che hai usato trucchi e cose di questo tipo per non dare le vincite non ha senso che la gente va al casino 

Hi Mohamed,

I looked at your complaint and understand the situation. I will contact the casino and ask for an explanation. 

Va bene grazie aspetto la vostra risposta e se mai mi verranno accreditati i soldi vi faro un regalo 😉

Hi Mohamed, 

I received a reply from the casino by email. They didn't provide me any evidence, they stated: 

"We cannot communicate anything regarding customers to third parties. If you are looking for evidence that the player violated the rules, you may want to ask them to request their full betting history from the casino support."  

Could you please do that and forward the betting history to my email address please (peter.m@casino.guru)? I would like to examine it.  

Dear Mohamed,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.