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Hello. I would like to raise a dispute for a refund. This casino consumes all my deposits each time I make one, and gives me no earnings. On top of that, the cash back they offer for losses is never granted. I have accumulated bonuses that they do not release. All they do is eat up my deposits. I have never had any earnings, and today they used up all my money. I have always been hopeful with the casino, but it always takes and never gives. I want a refund for the 500,000 Pesos deposit I made.

Hola. Quiero hacer una disputa por un reembolso, este casino cada vez que hago un depósito se lo consume todo, y no me da nada de ganancias aparte que el cash bask que ofrecen por perdidas no los dan, tengo bonos acumulados y no los sueltan, lo que hacen es puro comerse mis depósitos nunca he tenido nada de ganancia y hoy se consumieron todo mi dinero, siempre he tenido esperanzas con el casino pero siempre come y nunca suelta, quiero un reembolso por el depósito que hice de 500.000mil pesos

Dear Jesus_nishimoto,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP).

If you possess additional information that could support our case, kindly send it to me. To address the casino regarding their RTP (Return to Player), having the complete game history of the player is the most effective approach. Please send it to petronela.k@casino.guru as soon as possible.

Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, I also made a deposit, they deducted it from my bank account and they rejected it in 1win. I am claiming it but they only tell me that I have to wait.

Hola también hice un depósito me lo descontaron de mi cuenta bancaria y lo rechazaron en 1win lo estoy reclamando pero sólo me dicen que tengo que esperar

Hi Jesus_nishimoto,

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if you contacted your bank already? Ideally, they should be part of the investigation.

Thank you.

If I contacted them, they told me that they would request a chargeback but that it has to wait for the merchant's approval and I had to wait until the 14th.

Si me comunique me dijeron que pedirían un contracargo pero que tiene que esperar ala aprobación del comercio y tenia que esperar hasta el 14

I completely empathize with your frustration, Jesus_nishimoto. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 21 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear Jesus_nishimoto,

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.

I didn't receive any refund until now

No recibí ningún reembolso hasta ahora

Hi Jesus_nishimoto,

I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded.

Thank you.

I want to write that I made 2 payments of 250,000, one that was approved and the other that was rejected but the bank did deduct it, I got tired of telling the support because they say that I spent it and they even give me a date that they will spend it 250,000 that do not match, and it was a casino error because if they deducted it from the bank, it must have been reflected in my casino account

Quiero redactar que hice 2 pago de 250.000 una que si me aprobaron y el otro que sale rechazado pero en el banco si me lo desconto, me canse de decirle al soporte porque dicen que yo me lo gaste y hasta me dan una fecha que gaste ellos 250.000 que no coinciden, y fue un error del casino porque si me lo descontaron del banco obligatoriamente tiene que haberse reflejado en mi cuenta del casino

Hi Jesus_nishimoto,

I'm sorry to hear that your deposited funds have not yet been credited to your casino account. Before we contact the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded.

Thank you.

Dear Jesus_nishimoto,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.