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Hello, I am Jaime Correa and first of all I would like to thank you for the service offered by Casino Gurú to fight against injustices in the sector.

A couple of months ago I opened an account at 888starz.bet where I deposited approximately 10,000 USDT (it is a website that works with cryptocurrencies). In a short time I lost everything and decided to put in approximately 5,000 USDT more, which I also lost. However, I made some low-amount withdrawals to transfer from one bookmaker to another and the security department demanded a photo of my ID and my credit card (covering some numbers). The verification was approved and the withdrawal was successful.

At this point, I did not stop receiving emails from the VIP department to keep depositing and offering me different bonuses (I understand that it was very lucrative for them). Under these conditions, I decided to deposit 1,500 USDT more which turned into 35,000 USDT within a few weeks. When I went to withdraw part of my winnings they were rejected and they asked me to contact the security department.

The security department asked me again for a selfie photo with my ID and my email inbox (where the conversations with the department in question came out). I had to send about 8 different images because they all had a problem from their point of view. Once the photographs were approved, they informed me, two days later, that they accused me of FRAUD and, as it goes against their terms and conditions, they would proceed to cancel all bets and close my account.

I consider this to be one more excuse for not paying my earnings. In fact, there are many people in the same situation as I have been able to read in different forums. Also, they only let me withdraw the 1,500 USDT from the last deposit.

In fact, at the start of the verification I recorded this video where I shared my fear that something dishonest would be done to me (as I had seen on Trustpilot).

After verification, when my funds were withdrawn, I recorded this other video .

In the last email from the security department, where they inform me of the cancellation of all my bets, I am also told that all the answers I make in relation to this issue will be ignored. Consequently, I have filed a complaint with the National Police and opened different complaints such as CasinoMeister or AskGamblers.

As they accuse me of fraud, and it goes against the terms and conditions, AskGamblers informed me that they could not help me since they cannot mediate in the terms and conditions that I have previously accepted.

CasinoMeister has not given me an answer yet.

Following the advice of AskGamblers, I have also opened a dispute with the Master License of 888Starz (Antillephone) but I have not read positive things about their mediations.

I worry that this will come to nothing and that all my effort and money has been wasted. For this reason I will not stop until justice is done and I would love to have your help.

Thank you very much, I am at your disposal,

James.

Hola, soy Jaime Correa y antes que nada me gustaría agradecerles el servicio que ofrecen desde Casino Gurú para luchar contra las injusticias del sector.

Hace un par de meses me abrí una cuenta en 888starz.bet donde deposité aproximadamente 10.000 USDT (es una web que trabaja con criptomonedas). Al poco tiempo lo perdí todo y decidí meter aproximadamente 5.000 USDT más que también perdí. No obstante, hice algunas retiradas de monto bajo para traspasar de una casa de apuestas a otra y el departamento de seguridad me exigió una foto de mi DNI y mi tarjeta de crédito (tapando algunos n´úmeros). La verificación fue aprobada y la retirada se realizó correctamente.

Llegados a este punto, no paré de recibir correos electrónicos del departamento VIP para que siguiera depositando y ofreciéndome distintos bonos (entiendo que era muy lucrativo para ellos). En estas condiciones, decidí depositar 1.500 USDT más que se convirtieron en 35.000 USDT a las pocas semanas. Cuando fui a retirar parte de mis ganancias estas fueron rechazadas y me rogaron que contactara con el departamento de seguridad.

El departamento de seguridad me pidió nuevamente una foto selfie con mi DNI y la bandeja de entrada de mi correo electrónico (donde salieran las conversaciones con el departamento en cuestión). Tuve que enviar alrededor de 8 imágenes distintas porque todas tenían algún problema desde su punto de vista. Una vez aprobadas las fotografías me informaron, dos días después, que me acusaban de FRAUDE y, como va en contra de sus términos y condiciones, procederían a anular todas las apuestas y a cerrar mi cuenta.

Considero que esto es una excusa más para no pagar las ganancias que me corresponden. De hecho, hay mucha gente en mi misma situación tal y como he podido leer en distintos foros. Además, solo me dejaron retirar los 1.500 USDT del último depósito.

De hecho, en el momento del inicio de la verificación grabé este video donde compartía el miedo que tenía a que me hicieran algo deshonesto (tal y como había visto en Trustpilot).

Después de la verificación, cuando me retiraron los fondos, grabé este otro video.

En el último correo del departamento de seguridad, donde me comunican la anulación de todas mis apuestas también se me dice que todas las respuestas que haga en relaci´ón a este tema serán ignoradas. En consecuencia, he puesto una denuncia en la Policía Nacional y abierto distintas reclamaciones como en CasinoMeister o AskGamblers.

Como me acusan de fraude, y va en contra de los términos y condiciones, AskGamblers me comunicó que no me podían ayudar puesto que no pueden mediar en los términos y condiciones que yo previamente he aceptado.

CasinoMeister aún no me ha dado ninguna respuesta.

Siguiendo los consejos de AskGamblers, también he abierto una disputa ante el Master Licence de 888Starz (Antillephone) pero no he leído cosas positivas de sus mediaciones.

Me preocupa que eso no llegue a nada y que todo mi esfuerzo y dinero hayan sido desperdiciados. Por este motivo no pararé hasta hacer justicia y me encantaría poder contar con vuestra ayuda.

Muchas gracias, quedo a vuestra disposición,

Jaime.

Dear Jaime,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly, that this is the only explanation regarding the fraudulent activity from the casino you received?

If there is any other relevant communication between you and the casino that hasn’t been included in the attachments, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Also, could you please advise if you only placed bets on sports betting? Did you play any casino games?

Lastly, if you have already contacted Licensing Authority, we would rather refrain from interfering with their investigation.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Kristina for your answer,

Indeed. At no time was anything else said. They accused me of fraud, withdrew my winnings and made it impossible for me to continue gambling.

I only made sports bets, generally on major leagues (NFL, Euroleague…) as you can see in the attached file of my last bets.

Finally, I have written twice to the license provider asking for help on how to proceed, but have never received a response.

Please help me in this regard.

Muchas gracias Kristina por tu respuesta,

Efectivamente. En ningún momento se dijo nada más. Me acusaron de fraude, retiraron mis ganancias y me imposibilitaron seguir apostando.

Solo realicé apuestas deportivas, generalmente a grandes ligas (NFL, Euroliga…) tal y como se puede ver en el archivo adjunto de mis últimas apuestas.

Por último, le he escrito en dos ocasiones al proveedor de licencias pidiendo ayuda acerca de cómo proceder al respecto pero no he recibido respuesta en ningún momento.

Les ruego encarecidamente que me ayuden al respecto.

I apologize, but please understand we are able to help only with complaints related to online casinos. We don't have enough insight to help with this kind of issue. Since you have contacted the licensing authority, I would recommend you wait for their decision.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.