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DADanifr

3 opinions

7 minutes ago

Today I want to explain my case

Today I want to explain my case. Unhappy with the resolution after having invested more than 9000 euros in this casino and being a celebrity.

I have won 50 euros in free spins and I have said then I withdraw and I indulge myself. It is always exciting to win but here comes the downturn. I request by chat to a celebrity agent that I do not want the withdrawal on a registered card because in that bank for my reasons I have it blocked and I request on which card I want the withdrawal. The agent asks me where I want it and that when I make the withdrawal I will notify him again. So I proceed and the agent tells me that the note passes.

Hours later I receive the withdrawal in the account that I had already alerted that I did not want. I complain to the casino and their response is sorry and in a few words you screw up because they do not give me any solution. I am very angry. Because it's only 50 euros. If there are 2,000, what do I do, go to court?

It seems surreal to me that a casino that pockets thousands of euros a month from these types of resolutions when they are not going for 50 euros and many of us, yes, the truth. Unfortunate so be careful where you do the withdrawals and very well assured that you have canceled the cards where you do not want them. Then they wash their hands and fuck the user. Danifr14

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DADanifr

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Hace 7 minutos

Hoy quiero explicar mi caso

Hoy quiero explicar mi caso. Descontento con la resolución después de haber invertido más de 9000 euros en este casino y siendo celebridad.

He ganado 50 euros en tiradas gratis y he dicho pues retiro y me doy un capricho. Siempre emociona ganar pero ahí viene el bajon. Solicito por chat a un agente de celebridades que no quiero el retiro en una targeta registrada porque en ese banco por razones mías lo tengo bloqueado y solicito en que targeta quiero la retirada. El agente me pregunta donde la quiero y que cuando realize la retirada le vuelva a avisar. Así procedo y el agente me dice que pasa nota.

Horas después recibo la retirada en la cuenta que ya había alertado que no quería. Reclamo al casino y su respuesta es lo siento y en pocas palabras te jodes porque no me Dan solución alguna. Estoy muy enfadado. Porque solo son 50 euros. Si llegan a ser 2000 que hago me voy al juzgado?

Me parece surrealista que un casino que se embolsa miles de euros mensualmente de este tipo de resoluciones cuando a ellos no les va de 50 euros y a muchos de nosotros pues si, la verdad. Lamentable así que ojito donde hacéis las retiras y asegurado muy bien que tenéis canceladas las targetas donde no las queráis. Luego ellos se lavan las manos y se jode el usuario. Danifr14

Dear Daniel,

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. Do I understand correctly that your payment was sent to a bank account that you have closed previously? If the bank account doesn’t exist anymore, I’m sure that the funds will be returned to the merchant/casino. Could you please advise if you have contacted your bank already?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Daniel,

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.

No. It is a bank account that for my reasons is in the red. That is, those 50 euros arrived but I cannot use them since the account is still in the red. That is why I contacted customer service to advise where I wanted the withdrawal, since like all the casinos I have played I decide where I want to receive the withdrawal, it is the 1 time that a casino places the money where they want and more, having given prior notice and having followed the steps that they indicated to me. It's like asking your company to enter your payroll in account A and they do it in C because they want to

No. Es una cuenta bancaria que por motivos míos está en números rojos. Es decir llegaron esos 50 euros pero no puedo utilizarlos puesto que la cuenta sigue en número rojos. Por eso me puse en contacto con atención al cliente para avisar de donde quería la retirada, puesto que en como todos los casinos que he jugado yo decido donde quiero recibir la retirada, es la 1 vez que un casino me ingresa el dinero donde ellos quieren y más habiendo avisado con anterioridad y habiendo seguido los pasos que ellos me indicaron. Es como solicitar a tu empresa que te ingresen la nómina en la cuenta A y ellos lo hacen en la C por que les da la gana

Thank you very much, Daniel, for your reply. I understand now. Could you please advise if you have saved the communication with the live chat agent, related to a change of the payment method to withdraw your winnings? Was the alternative payment method, to which you wished to receive your winnings, successfully verified previously? Looking forward to hearing from you.

Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Daniel.

I am sorry to hear about your troubles.

May I ask, the account where you didn't want to send the money was the account from which you deposited before?

Yes. It appears to be the last account I deposited from. I earned that money with free spins they gave me. Hence, they will inform me before making the withdrawal to make sure that it was going to be entered into the correct account, being in vain because they did it wrong anyway

Si. Al parecer es la última cuenta desde la que deposite. Ese dinero lo gane con tiradas gratis que me dieron ellos. De ahí que me informará antes de realizar la retirada para asegurarme que iba a ser ingresado en la cuenta correcta, siendo en vano porque hicieron lo hicieron mal igualmente

I understand, but the casino should pay only to verified accounts. Did you make some deposits/withdrawals from the correct account? (The one where you wanted to receive the money)

Yes. The account in which he wanted to receive the money was verified and he had already withdrawn from it both through the card and from the van. That is why I did not understand why it was made into the account that I did not want

Si. La cuenta en la que quería recibir el dinero estaba verificada y ya había retirado en ella tanto a través de targeta como desde el iban. Por eso no entendí porqué se hizo en la cuenta que no quería

Hello Daniel.

Sorry for the delayed answer. We needed to talk about it internally. In this, we believe that the casino should send the money to the requested account and correct this mistake.

I would like to invite the casino representative into the case. Please explain to us what happened and why the casino sent money to a different account.

For my great. I have the captures of the conversation with att client where he assures me that a note has passed and it was not. The worst thing was the resolution by the casino that apologizes but that's it. Let's say the 50 euros are lost

Por mi genial. Tengo las capturas de la conversación con att cliente donde me asegura que ha pasado nota y no fue así. Lo peor fue la resolución por parte del casino que pide disculpas pero ya está. Los 50 euros digamos que están perdidos

We would like to ask the PlayUZU 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’.

Because we believe that Daniel has the right in this case, we are closing this case as unresolved.