The player from Austria requested a transaction report, but the casino has not provided it yet. We were provided with the information that the operator of DrueckGlueck Casino in Austria went into the liquidation. Although we tried to help the player, we do not consider this complaint justified regarding its reputation and rating, therefore it has been rejected.
DrueckGlueck Casino - Player's inquiring help.
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DrueckGlueck Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I played at this casino some time ago when it was still possible to access this casino in Austria. In September 2021 I sent a request to Drück Glück Casino to send me an overview of my transactions at this casino. I got an answer that it will be forwarded to the responsible department and they will contact me. To this day I have not received any feedback from Drück Glück Casino despite repeated requests.
Automatic translation:
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2 years ago
Dear Sandra,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please share with us the reason you requested such a report? Have you recently tried to contact the casino regarding this issue?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello, I need this overview because I would like more detailed information about my transactions, which I am entitled to.
I recently contacted the casino but it seems like customer service is non existent here.
Kind regards
sandra
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2 years ago
Thank you for your reply, Sandra. For what period of time do you require this transaction report? Is it the report for the last year or all the time you had your account active? Do I understand correctly that you no longer have an active account at this casino?
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2 years ago
Translation
Hello, I would like a report on the whole time. I no longer have an active account because the casino website in Austria can no longer be accessed at all. Players from Austria are no longer accepted.
Thanks very much
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2 years ago
Thank you very much Sandra for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. Please bear in mind that casinos are not obligated to provide you with this kind of data or store your personal information for longer periods of time. Nonetheless, I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Translation
Thank you for your feedback. At this casino, customer service is practically non-existent, like there is none. All messages are not answered. In my opinion, that shouldn't be the case.
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2 years ago
Hello, Sandra,
I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite DrueckGlueck Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear DrueckGlueck Casino Team,
Could you please clarify the player's situation? Is it possible for the casino to provide the player with the required data?
Thank you in advance for providing the information.
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2 years ago
Translation
Thanks for your efforts, however I don't think there will be any further feedback from the casino.
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2 years ago
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Hello, after no response from the casino, I would like to know what's going on now? Thanks very much
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2 years ago
Hello,
I am sorry for my delayed reply. We had bank holidays here (Easter). Now I would like to ask the casino to participate in resolving this issue again and the casino's representative will have another 7 days to provide us with a response. Also, I will try to contact them also outside this open thread. Currently, I am in contact with a casino's representative via Skype and I am waiting for his reply regarding your issue. Let's stay positive and patient.
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2 years ago
We would like to ask DrueckGlueck 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 will have a negative impact on the casino's rating.
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2 years ago
Unfortunately, we do not penalize casinos for such a reason, therefore we are forced to reject your complaint.
I sincerely believe the provided information will help you to resolve your issue.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.
Best regards,
Branislav, Casino.Guru
