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I requested that my account be closed due to addiction, but they won't close it. This has caused me to lose money. I want the account closed and my funds refunded.

he pedido que mi cuenta se cierre por adicción y no la cierran. Ello me ha conllevado a perder dinero. Quiero el cierre y la devolución de los fondos.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's T&C's and this is what I have found:

 For those customers who wish to restrict their gambling, we provide voluntary self-exclusion tools, which enable you to close your account or restrict your ability to place bets. If you require any information relating to this facility, please contact Customer service support@0x.bet. We will endeavour to implement your request within a reasonable time period and to ensure compliance with your self-exclusion. However, you accept that we have no responsibility or liability whatsoever if you continue gambling before your request has been implemented or you seek to use the Website in such a way that we cannot reveal or determine that. You acknowledge that exclusion and limits are set per account, and should you have accounts at more than one site owned by us, you must set the limits on each account.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila

Hello, I used the same email address I used to send the messages. I also mentioned it in the Vigo chat and they redirected me to the wrong place. Which is exactly what I did. No, they haven't asked me for any verification documents.

HOLA, use el mismo correo que con el que envié los mensajes. Además también lo comenté en el chat en vigo y me redirigiendo al mal. Que es justo lo que hice. No, no me han pedido ningún documento de verificación.

I've recorded everything on video. If you give me an email address, I can provide that evidence. I can't post it here because it contains sensitive information, including my email address and postal address.

HE TOMADO EVIDENCIAS GRABADAS EN VIDEO DE TODO. SI ME DIERAIS UN CORREO PUEDO APORTAR ESAS PRUEBAS, NO LAS PUEDO PONER POR AQUI YA QUE HAY INFORMACIÓN SENSIBLE. INCLUYENDO MI CORREO ELECTRONICO Y DIRECCION POSTAL

Thank you for your reply. Could you please forward your original self-exclusion request along with the casino's response to my email address at attila.g@casino.guru?

Thank you for your cooperation.

Email sent

Correo enviado

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello sofiagarcia21, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of 0x.bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

PLEASE BLOCK MY ACCOUNT, I CAN'T STOP. I'VE ASKED MANY TIMES BUT YOU IGNORE ME. IN THE MEANTIME I KEEP PLAYING AND ASKING FOR MY ACCOUNT TO BE CLOSED.

PORFAVOR, BLOQUEARME LA CUENTA, NO PUEDO PARAR. YANLO HE PEDIDO MUCHAS DE VECES PERO ME IGNROAN. DE MIENTRAS SIGO JUGANDO Y PIDIENDO QUE ME CIERREN LA CUENTA

We are trying to get in touch with casino representative to speed up the process and get them involved ASAP. In the meantime, could you get someone close to you to change your account password or something, to help you stop playing until this gets resolved?

Hi, yes. Good idea, we'll do it now. This is the only way to stay in touch with you all without any hassle. When all this is over, I'll post it here too. On another note, I should mention that since I requested self-exclusion, I've lost roughly €5,000, not €500. This casino is bringing out the worst in me. Now I just want this to be over, get my money back, and put this chapter of my life behind me.

Hola, si. Buena idea, ahora lo hacemos. este es el único dispositivo sin gamblan para poder estar en contacto con vosotros. Cuando se acabe todo esto lo pondré aquí también. Por otro lado decir que desde que se solicitó al autoexclusion he tenido más o menos 5000€ en pérdidas, no 500. Este casino me está haciendo sacar lo peor de mi, ahora solo quiero que esto se acabe, recuperar mi dinero y poder cerrar esta etapa de mi vida.

Hi, we are sincerely sorry for what you are going through — we understand that it is a very difficult situation.

We've reviewed your case and can confirm that your closure request was successfully processed and your account is now closed. Prior to that, the request was escalated to the appropriate team for processing.

Regarding the refund, this process first requires completing account verification. Our support team has already sent you the information with the list of necessary documents, and we are currently waiting for you to provide them so we can proceed.

Once the verification is complete, your application can be reviewed in detail.

We wish you strength and all the best in this process.

Kind regards,

0xBET Team

Hola, sentimos sinceramente por lo que estás pasando — entendemos que es una situación muy delicada.

Hemos revisado tu caso y podemos confirmar que tu solicitud de cierre fue finalmente procesada y tu cuenta ya se encuentra cerrada. Antes de eso, la solicitud fue escalada al equipo correspondiente para su gestión.

En relación con el reembolso, este proceso requiere primero completar la verificación de la cuenta. Nuestro equipo de soporte ya te ha enviado la información con la lista de documentos necesarios y en este momento estamos a la espera de que nos los proporciones para poder avanzar.

Una vez finalizada la verificación, tu solicitud podrá ser revisada en detalle.

Te deseamos mucha fuerza y lo mejor en este proceso.

Kind regards,

0xBET Team

I just sent my documentation, including the front and back copies, as well as a bank account ownership certificate. They told me it takes 3 to 6 weeks to verify the information, Michel. Is this correct or is it excessive? Thanks. Indeed, my account is now closed.

Acabo de mandar mi documentación con la parte delantera y trasera, además de un certificado de titularidad de cuenta. Me comentan que tardan en verificar datos de 3 a 6 semanas. Esto es correcto o es excesivo Michel? Gracias. Efectivamente mi cuneta ya está cerrada

I don't quite understand what you mean by a recent proof of address, since I live with my parents and don't pay bills like electricity, water, or gas. My address isn't listed anywhere on the bank's ownership certificate. I'm not sure how to proceed. Thank you, I hope you can help.

No entiendo muy bien a que se refiren con comprovante de domicilio reciente ya que al vivir con mis padres yo no pago recibos como luz, agua, o gas. En el certificado de titularidad del banco no pone mi dreccion en ningun lado. No se muy bien como hacerlo. Gracias, espero la ayuda

The verification process may take some time in some cases, especially when a more detailed review is required, so these timeframes may be normal.

Regarding proof of address, we understand your situation. It doesn't have to be a bill specifically in your name—you can also provide another type of document that clearly shows your name and address. This could be, for example, an official certificate, a bank statement showing the address, or any similar document.

If you have any doubts about a specific document, you can send it and the team will review it to confirm if it is valid.

Kind regards,

0xBET Team

El proceso de verificación puede tomar algo de tiempo en algunos casos, especialmente cuando se requiere una revisión más detallada, por lo que estos plazos pueden ser normales.

En cuanto al comprobante de domicilio, entendemos tu situación. No es obligatorio que sea una factura a tu nombre específicamente — también puedes предоставить otro tipo de documento donde se vean claramente tu nombre y tu dirección. Esto puede ser, por ejemplo, un certificado oficial, un extracto bancario donde aparezca la dirección, o cualquier documento similar.

Si tienes dudas sobre un documento en concreto, puedes enviarlo y el equipo lo revisará para confirmarte si es válido.

Kind regards,

0xBET Team

I sent everything a few hours ago. I hope you respond quickly so I can finally close this chapter of my life. Thank you.

Ya lo he enviado todo hace unas horas, espero que vuestra respuesta sea rápida para poder cerrar esta etapa de mivida definitivamente. Gracias

Thank you for sending everything. We confirm that the documentation has been received and forwarded to the relevant department for review.

As soon as we have a response from that team, we will contact you to inform you about the next steps.

Kind regards,

0xBET Team

Gracias por enviarlo todo. Confirmamos que la documentación ya fue recibida y trasladada al departamento correspondiente para su revisión.

En cuanto tengamos una respuesta de ese equipo, nos pondremos en contacto contigo para informarte sobre los siguientes pasos.

Kind regards,

0xBET Team

Hello, what I don't understand is why you keep sending me advertising. Spokesperson, please put an end to this already.

Hola,lo que no entiendo es que me sigan enviando publicidad. Portavoz que acabe esto ya

On the other hand, after researching other complaints about this casino, I see that everyone else gets their account verified quickly, while I'm given a timeframe of 3 to 9 weeks. WHY?

Por otro lado después de investigar en otras quejas de este casino veo que todo el mundo se le verifica rápido y a mi me Dan un plazo de 3 a 9 semanas. PORQUE ?

Hello,

Thank you for your message and for sharing your concerns.

We understand how difficult this situation is for you, and we truly appreciate your patience while your case is being handled. We can confirm that your case is currently under review by the relevant department. We also confirm that your account has been closed.

Regarding your question about the timeframes, please note that the duration of the review process may vary from case to case. It depends on several factors, including the complexity of the case and the current volume of requests being processed by the relevant team. For this reason, timelines may differ, and this does not indicate any specific treatment or exception in your case.

Please note that, in accordance with our Terms and Conditions, any decisions regarding refunds are made at the discretion of the administration after a full review of the case.

We kindly ask for your patience while the investigation is ongoing. As soon as there are any updates or a final decision, you will be informed by you support manager.

Kind regards,

0xBET Casino Team

We would like to ask the 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 may negatively affect its rating.

Hello Matej,

We would like to provide an update regarding this case. The account in question has already been closed, and the player’s request is currently under review.

At this stage, the verification process is still ongoing, as additional documents were requested from the player due to inconsistencies with the initially submitted information. The newly provided documents are currently being reviewed by the relevant department.

Please note that such cases require a detailed assessment, and timelines may vary depending on the complexity of the case and verification results.

We will share further updates once the review is completed.

Kind regards,

0xBET Casino Team

I find this very unfair. I've provided everything they've requested, and I always reply to emails within 24 hours. Meanwhile, they take over a week to tell me, "This document isn't valid; send another one." And this has happened several times. I can send you the proof by email.

Me parece muy injusto. He aportado todo lo que me han solicitado y siempre contesto en menos de 24h a los correos. Mientras, ellos tardan más de 1 semana en decirme, este documento no es válido, envíe otro. Y así varias veces. Puedo enviarte las pruebas al correo.

Dear 0x.bet Casino, I appreciate the investigation will take some time, but given the fact you have 9,0 safety rating and a Fair Badge, I am expecting taking this complaint extremely seriously and treat it as a priority.

The self-exclusion due to gambling addiction has been requested on 13th February, yet according to the player's screenshots, in March the account was still open. I would like to ask for the following:

• confirmation of the date of the account closure
• confirmation the account has been marked as "gambling addict, never reopen", it was closed with no option for reopening, and all marketing communication has ceased
• confirmation that the player's credentials were blacklisted and it will be impossible to re-register using real personal details
• provide cashier history showing both deposits and withdrawals of the player since 13/02/2026 until the account closure that can be e-mailed to me at matej.l@caisno.guru

Thank you very much.

We would like to ask the 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 may negatively affect its rating.

The casino has confirmed via chat that my KYC verification has been approved and my refund request is being processed. However, they say they've received the transaction request but haven't processed it yet.

El casino me ha confirmado por chat que mi verificación KYC ya ha sido aprobada y que mi solicitud de reembolso está en proceso. Sin embargo, dicen que han recibido la solicitud de transacciones pero aún no la han procesado.

Dear sofiagarcia21, are they refunding yo uthe whole 500 as you indicated when lodging this complaint?

Hi, it's not 500, it's 5000. I have screenshots of all the deposits and withdrawals. They took so long to close my account that I have proof of everything. This morning I contacted live chat. I do that from time to time. Until a few days ago, they were telling me it was still being verified, but today they told me my account is verified. I also asked if they had any updates, and they said they're looking into refunding the deposits but don't yet know if it will be approved or not. I'm attaching the live chat messages. I don't think any personal information is visible, so you can leave them public.

Hola, no son 500 son 5000 yo tengo capturas de todos los depósitos y retiros. Tardaron tanto en cerrarme la cuenta que tengo pruebas de todo. Está mañana he escrito al chat en vivo. De vez en cuando lo hago. Hasta hace unos días me decían que aún estaba en proceso de verificación pero hoy me han dicho que ya está verificada mi cuenta. He preguntado también que si tenían alguna novedad, me dicen que están estudiando la devolución de los depósitos pero que aún no saben si será positiva o negativa. Te dejo las charlas con el chat en vivo. Creo que no aparece ninguna info personal por lo que puedes dejarlo en público.

When I filed the complaint, weeks passed before the account was closed, so more money was deposited. I would appreciate it if you could update the amount to 5000. If you'd like, I can email you all the screenshots with the date of each deposit.

Cuando presente la queja pasaron semanas hasta que se cerró la cuenta por lo tanto se depositó más. Agradecería que actualizaran a 5000 el importe. Si quieres te paso por correo toda las capturas con fecha de cada depósito

Dear sofiagarcia21, since the casino has not given any answer in the thread, can you please tell me if you have more information available? Has the casino confirmed how much they are willing to refund you? Have you agreed to that amount? Overal, what is the status of your complaint with the casino? If you do not know, that is also fine, I just need to know so I can provide corect next steps. Thank you.

Hello, I've been told that my refund request is being processed, but that doesn't mean I'll get my money back. They're just reviewing it. I'm very surprised that a casino with such a good rating would do this. They say they've requested a statement of my transactions from the department, but they're still waiting. Also, today in the live chat, I felt like they were laughing at me. I'm leaving the conversations. All of this is pushing me to the limit; I have financial problems and I spend all day refreshing Guru Casino to see if the casino has responded. I'm really struggling. They haven't told me at any point that I'll get even €1 back. They're just reviewing it. What should I do? Thank you, Matej, for your attention.

Hola, me comentan que la solicitud de reembolso está en proceso pero que eso no significa la devolución del dinero. Simplemente que lo están estudiando. Me sorprende mucho que un casino con tan buena puntuación haga esto. Me dicen que han solicitado al departamento un extracto de mis movimientos pero que aún están esperando. Además hoy en el chat en vivo he sentido que se reían de mis mi. Dejo las conversaciones. Todo esto me está llevando al límite, tengo problemas económicos y me paso el día refrescando gurú casino para ver si el casino contesta. Lo estoy pasando realmente mal. Ellos en ningún momento me han dicho que yo vaya a recuperar ni 1€. Solo lo están estudiando. Que debería hacer ? Gracias MAtej por la atención.

I've written to the casino again. There's a request for deposit and withdrawal information from Monday, but they still haven't processed it. In other words, they've been trying to send the deposit and withdrawal information since February 13th. Regarding the refund request, they say there's no update. They've been ignoring my emails since April 7th. I've sent several emails, but they haven't replied. They also haven't confirmed the KYC verification. I know this because they told me so via live chat. It's a disgrace.

He vuelto a escribir al casino. Hay una solicitud de información de depósitos y retiros desde el lunes pero aún no la han procesado. Es decir llevan desde el lunes para enviar los depósitos y retiros desde el 13 de febrero. Respecto al expendiente de devolución, me dicen que no hay actualización. Por correo llevan ignorándome desde el 7 de abril. He escrito varios correos pero no me contestan. Tampoco me han confirmado lo del KYC. Yo lo sé porque me lo han dicho desde el chat en vivo. Una vergüenza

Thank you, sofiagarcia21. I have escalated this issue to the casino's higher management and we'll see what happens. If no response is given either to me or yourself, I will close this complaint as unresolved, which will negatively impact the casino rating.

Hello Matej and sofiagarcia21,

Thank you for your patience.

We sincerely apologize for the delayed response. The collection of the requested information required coordination across several departments, which has taken longer than initially expected.

We are currently finalizing the requested data and will provide all relevant documents to you via email as soon as possible.

Please be assured that this case remains under active review. We understand the urgency and sensitivity of the situation, and we truly regret the time it is taking. Our team is doing everything possible to expedite the process.

Thank you for your understanding.

Kind regards,

0xBET Casino Team

Dear 0x.bet Casino, I am unable to keep prolonging the complaint forever. If the investigation can't be concluded next week, I will be forced to close the complaint as unresolved, with an option for reopening later on, once the result is reached on your end. Thank you for your understanding.

Hi, it seems like this isn't getting anywhere. Is there anything else I can do? I've seen that they belong to a group of casinos. Do you recommend emailing the group? Or writing to the license holder? This is so frustrating. Here's what they're telling me right now in the live chat.

Hola, parece que esto no avanza. Hay alguna cosa más que yo pueda hacer ? He visto que pertenecen a un grupo de casinos. Me recomiendas escribir correos al grupo ? Escribir al operador de la licencia? Esto es desesperante. Te dejo lo que me dicen ahora mismo desde el chat en vivo.

We would like to ask the 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 may negatively affect its rating.

I'm updating the live chat conversation this morning. I think they're already laughing at me;

Actualizo conversación con el chat en vivo esta mañana. Creo que ya se están riendo de mí;

Hi, I just received the document with the deposits and withdrawals. Did they send it to you too? Would you like me to email it to you? The total is 4880

Hola me acaban de hacer llegar el documento con depósitos y retiradas. Te lo han remitido a ti también? Quieres que te lo mande yo por correo ? El total son 4880

Hi sofiagarcia21, no I have not received anything. If you can forward the data to me (matej.l@casino.guru) I will be grateful. I can post an update with next best steps afterwards.

Email sent

Correo enviado

Update: I recently received an email from support indicating that my KYC verification is not complete.

However, I was previously informed via chat that my KYC had already been approved and that the case was in the process of being refunded.

I request that the casino clarify this contradiction, as the actual status of my account and the process are currently unclear.

Actualización: He recibido un correo reciente del soporte indicando que mi verificación KYC no está completada.

Sin embargo, previamente se me confirmó por chat que mi KYC ya había sido aprobado y que el caso estaba en proceso de reembolso.

Solicito que el casino aclare esta contradicción, ya que actualmente no está claro el estado real de mi cuenta ni del proceso.

Alright. I will reset the timer fro one more time, if the casino still decides not to engage in mediation, the complaint will be closed as unresolved, with all the negative impacts following this case.

Hello Matej, hello sofiagarcia21,

Thank you for your patience.

We have checked the information with the relevant departments and can confirm that the player’s account has been closed. The required documents have been received from the player, and the verification has been approved.

The refund request is currently under review. Please note that, according to our Terms and Conditions, refunds may be granted solely at the discretion of the management.

The deposit and withdrawal statement was sent to the player on April 27, and the same information was also forwarded to Matej via email.

At this stage, we are waiting for the refund review to be completed and kindly ask the player to update this thread once the funds are received.

Kind regards,

0xBET Casino Team

Thank you for the response, 0x.bet Casino, however I have not received a single message from yourself or your representatives. For confirmation, my e-mail is matej.l@casino.guru.

Can you please confirm the amount you are refunding to the player?

Dear sofiagarcia21, did the casino inform you about the refund amount you should be expecting from them? Also thank you for your e-mails, I have received and archived them within internal files regarding this complaint.

Hello, they sent me a document with statements totaling 4880 in deposits. But I haven't heard anything else. Today they told me exactly the following: your case is still being processed. We are waiting for confirmation from our payment partners, who are reviewing the corresponding transactions. Unfortunately, these transactions may take longer than expected as they depend on third parties.

My question is: how long is this going to last?

Hola, ellos me enviaron un documento con extractos por valor de 4880 de depósitos. Pero no se nada más. Hoy me han dicho tal cual lo siguiente: su caso aún se está procesando. Estamos esperando la confirmación de nuestros socios de pago, quienes están revisando las transacciones correspondientes. Lamentablemente estas transacciones pueden durar más de lo esperado ya que dependen de terceros.

Mi pregunta es: cuanto va a durar esto?

What's New:

Novedades:

Dear sofiagarcia21,

Thank you for your message.

Your refund request is still under review. We cannot provide an exact timeframe, as each case is reviewed individually and may depend on additional checks and third-party/payment partner confirmations.

As part of the standard refund review process, you have been asked to provide Source of Wealth information. Once it is reviewed, the relevant department will continue processing the case.

Dear Matej,

The transaction information was sent to the player, and as we understand, it has also been forwarded to you by the player.

For clarity total deposit amount under review is €4,880.

Kind regards,

0xBET Casino Team

Thank oyu for the update, both parties.

Dear 0x.bet Casino, given this is a case of self-exclusion and gambling addiction, we will appreciate the urgency and speeding up the process on your end. Please, let us know once the payment has been processed on your end. Thank you.

Dear Matej, dear sofiagarcia21,

Thank you for your patience throughout this process.

After a complete review conducted by the relevant departments and based on the results of the internal assessment, we regret to inform you that the refund request has not been approved.

Please note that all submitted information and supporting documentation were carefully reviewed as part of the investigation. Following the final evaluation, the decision reached by the responsible team remains unchanged and is considered final

We understand that this outcome may be disappointing for the player, and we sincerely regret any frustration caused during the process.

Kind regards,

0xBET Casino Team

Hi, could you explain why? I've provided evidence for everything.

Hola, podrían explicar el porqué? Yo he aportado pruebas de todo

Dear 0x.bet Casino, can you please explain why the decision has been changed? In case you can't post the reason behind this publicly, you can message me directly (matej.l@casino.guru) with the evidence attached. Nothing will be shared or forwarded, and will be used for internal investigation only. Thank you.

Before this complaint is closed, I would like to leave a final summary for anyone considering playing at this casino, so they can understand the type of experience I have gone through over the last three months.

Everything started on February 13th, when after losing a very significant amount of money on this casino, I finally realized that I had developed a serious gambling problem and requested self-exclusion.

However, my account remained open.

On February 26th, 13 days later, I opened this complaint on Casino Guru because I was still able to access the account and continue gambling despite repeatedly asking for it to be closed.

If I remember correctly, it took around two additional weeks from the moment the complaint was opened until the account was finally closed.

And importantly, this was not resolved through the official support email as indicated by the casino. After contacting live chat countless times, I eventually managed to obtain the WhatsApp number of a supposed VIP manager. I contacted him directly, once again explaining my gambling problem and begging for the account to be closed. Only then was the account finally blocked.

This period was already extremely painful, because as shown throughout this complaint, I had lost almost €5,000, putting my financial stability and personal wellbeing at serious risk.

After that, a second ordeal began.

For months, I became completely obsessed with checking for updates. I contacted live chat almost daily asking for information. One day I was told one thing, the next day something completely different. There were periods of up to three weeks without any public response on this complaint, while I also continued sending emails privately.

This process lasted more than three months and caused an enormous emotional impact on me. During this time, I lived with constant anxiety while trying to manage pending payments and financial stress in my personal life.

What hurts the most is that after all this process:

- KYC verification,

- additional documents,

- source of wealth verification,

- confirmations that the refund request was under review,

- and even messages publicly referring to the processing of the payment,

the casino has now rejected the refund request without providing any clear explanation or meaningful justification.

I still intend to continue fighting this matter because the emotional damage caused by this process since February 13th has honestly been worth far more than the money itself.

I would therefore like to ask Matej if there are any additional steps that can still be taken.

Even today, when contacting live support, I am still being told that the case is "under review" internally, despite the public message here stating that the refund request has already been rejected.

I would simply like transparency, consistency, and a proper explanation after everything that has happened over these past months.

Thank you again to Casino Guru and especially to Matej for the time and effort dedicated to this case.

We would like to ask the 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 may negatively affect its rating.

Update: The live chat told me they can't tell me why the refund was rejected because it's confidential information and they'll send it to me by email. In the email, they replied that they're investigating. I requested the reason five days ago. I don't understand what's going on with this casino.

I've been investigating, and they're a casino network. I've also discovered there's a group of lawyers who are fighting, or have fought, cases against this group. Do you think it would be a waste of time to work with them? Thanks, matej

Actualización: desde el chat en vivo me dicen que no pueden decirme porque se ha rechazo la devolución ya que es información confidencial y me la darán por correo. En el correo me contestan que están investigando. Hace 5 días que solicité el porqué. No entiendo que pasa con este casino.

He estado investigando y son una red de casinos. También he descubierto que existe un grupo de abogados que están luchando o han luchado algunos casos contra este grupo. Cree que sería perder el tiempo ponerme a trabajar con ellos ? Gracias matej

Dear sofiagarcia21,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej