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I have withdrawn the amount and they put it back into the casino, and as usual I played it away. I was with this casino for 3 years and I seem to lose every time everything.... Its never fair with them... And then they put back the little amount I had won.... They are too greedy to lose hundreds while they made thousands from me alone..... Very Bad casino I would NOT recommend to anyone..... Period. 

Dear Hamse,

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): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do and we will be forced to reject your complaint. Please do not hesitate to contact me if there is anything else, I could do for you regarding this case.

Best regards,

Petronela

I would like to clarify that they put money back into the casino that I had withdrawn.... They should not do that..... 

Did you receive any explanation from the casino why they have done it?

They had to confirm the account through KYC and I've send them everything (docs) just after the withdrawal.... I've waited a day and then I found found out they put back the withdrawal back into the casino. 

Kindly Regards Hamse Dahir. 

Do I understand it correctly, that your KYC verificaton is still ongoing? Did you receive any withdrawals in those 3 years that you have been playing in this casino?

The KYC has been verified after I've played the 310 that they put back in the casino.... And I didn't receive any withdrawal in the three years I've been with them. 

Thank you very much Hamse for your quick replies. I will transfer now your complaint to my colleague Kristína 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.

OK thank you for your help and that your taking your time to look into this al together.... Thanks Hamse Dahir 

Hello Hamse,

There may be various reasons, why this happened and we need more information in order to judge this case correctly. Would you be so kind and post here your withdrawal history, please? (Or you can send it to me to my email address kristina.s@casino.guru)

Also, I would like to know if the casino gave you any reason for putting money back to your casino account.

Dear Hamse,

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

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.