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Good evening,

I made a request for self-exclusion from the casino and blocking of the account. However, due to the delay in the process I ended up depositing again and made 700€. I emailed them again to tell them not to block my account until I had withdrawn the money. They completely ignored me and now I have no access to the money and no account. I've sent more than 5 emails asking them to resolve the situation and nothing.

I demand my money.

Please cooperate in this process, there are already too many casinos on the market, we cannot continue to let fraudulent casinos continue to operate, I want my money.

Boa noite,

Fiz um pedido de auto-exclusão do casino e bloqueamento da conta. No entanto, devido á demora do processo acabei por voltar a depositar e fiz 700€. Voltei a enviar um email para não me bloquearem a conta até que eu tivesse levantado o dinheiro. Ignoraram me por completo, agora, não tenho acesso ao dinheiro, nem há conta. Já enviei mais de 5 emails a pedir para resolverem a situação e nada.

Exijo o meu dinheiro.

Peço por favor cooperação neste processo, já existem demasiados casinos no mercado não podemos continuar a deixar que casinos fraudolentos continuem operacionais, quero o meu dinheiro.

Dear Grammys, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the self-exclusion requests that you sent to the casino, together with the full communication? My email address is [email protected]. 

Additionally, could you please specify the dates when you deposited €700?

Thank you very much in advance. 

Best regards, 

Natalia

Hello Natalia,

First of all, thank you for your help.

I can't forward the emails to you because my email has an automatic deletion tool.

But I can summarize the case for you in a practical way:

I made a request to block my account, the reason for which was dissatisfaction with some of the house's mechanics as well as a lack of respect on the part of customer support.

During this request I was asked to send an e-mail with a copy of my ID card, which I did. Since this blocking process was taking some time, I deposited about 50€ yesterday and won 710€, I immediately sent an email to the blocking department so they wouldn't block my account before I withdrew my funds, they blocked my account after about 15 minutes of sending this email, completely ignoring my request.

They don't specify the "block" or whether it's an auto-exclusion or a pause, they just identify it as a block on the account.

It's strange enough that they don't have a responsible gaming option on the site itself, this blocking process is wrong and very biased, and the moment they blocked my account, ignoring my email to ask to withdraw the funds is suspicious to say the least.

I've already decided that I'm going to give the casino a maximum of 48 hours to resolve the situation (by the end of the day tomorrow), but so far I've had no response.

If it's not resolved, I'll expose the casino via social media and pass the word to casino streamers I know to expose the house.

Still, I give them a chance to resolve this well, apart from your help.

Thank you

Olá Natália,

Antes de mais, obrigado pela ajuda.

Não te consigo reencaminhar os emails porque o meu email tem uma ferramenta de eliminação automática.

Mas posso te resumir o caso de forma prática:

Fiz um pedido de bloqueio da conta, ao qual o motivo tinha sido descontentamento com algumas mecânicas da casa bem como a falta de respeito na parte do apoio ao cliente.

Durante este pedido pediram me enviar e-mail com a cópia do meu cartão de cidadão, assim o fiz. Visto que este processo de bloqueio estava a demorar algum tempo, depositei ontem cerca de 50€ e ganhei 710€, imediatamente enviei e-mail para o departamento de bloqueio para eles não me bloquearem a conta antes de eu levantar os meus fundos, eles bloquearam me a conta passado cerca de 15 minutos de ter enviado este email, ignorando completamente o meu pedido.

Eles não especificam o "bloqueio" nem se é uma auto-exclusão, nem se é uma pausa, apenas identificam como bloqueio na conta.

Já é estranho o suficiente não terem a opção de jogo responsável no próprio site, este processo de bloqueio é errado e muito tendencioso, além de que o momento em que me bloquearam a conta, ignorando o meu email para pedir que levantasse os fundos é, no mínimo, de desconfiar.

Eu já decidi que irei dar a hipótese ao casino de no máximo 48h para resolver a situação ( até amanhã ao fim do dia), até agora ainda não obtive nenhuma resposta.

Caso não fique resolvido, irei expor o casino através das redes sociais e passar a palavra a streamers de casino meus conhecidos para exporem a casa.

Ainda assim, dou hipótese de eles resolverem isto a bem, além da vossa ajuda.

Obrigado

Update:

I went to talk to the site's online support chat, I had already done so yesterday, yesterday they said that I wouldn't lose the money and that all I had to do was send an email and wait for a reply.

Today what they told me was totally different, I'll share screenshots of the conversation so you can see how suspicious this casino is.

o

Portuguese highly poorly written (or translated), no consensus between what I was told yesterday and today and, to make matters worse, today itself contradicts itself twice in the conversation, not giving a clear answer about anything.

Please, everyone knows that the licensed casinos in Curaçao are not to be trusted, but there are lots of casinos with great support and the ability to respond and solve problems (bettitlt, leonbet, 22bet, 1xbet, rokubet, etc).

I've never seen anything as serious as this casino... It's very serious, what they're doing, this casino can't have people playing there, everything must be done to stop this type of betting site.

I believe above all in the transparency of the guru casino, it's very important for me to get my money back but more important is to expose this casino and make it lose its users because it doesn't have the capacity to operate.

Update:

Fui falar com o chat de apoio online do site, já o tinha feito ontem, ontem disseram que eu não iria perder o dinheiro e que bastava mandar email e aguardar a resposta.

Hoje o que me disseram foi totalmente diferente, irei partilhar prints da conversa para verem o quão de desconfiar é este casino.

o

Português altamente mal escrito ( ou traduzido), sem consenso entre que me disseram ontem e hoje e, para piorar, o próprio hoje contradiz se duas vezes na conversa, não dando uma resposta clara sobre nada.

Por favor, toda a gente sabe que os casinos com licença no Curaçao não são de fiar, mas há imensos casinos com suporte ótimos e capacidade de resposta e resolução de problemas (bettitlt, leonbet, 22bet, 1xbet, rokubet, etc)

Eu nunca vi algo tao grave como este casino... É mesmo muito grave, o que eles fazem, este casino não pode ter gente a jogar lá, tudo tem de ser feito para travar este tipo de sites de apostas.

Acredito acima de tudo na transparência do casino guru, é muito importante para mim reaver o dinheiro mas mais importante é expor este casino e fazer com que perca os utilizadores pois ele não tem capacidade de operar.

Good evening,

My case has been resolved.

The casino reopened my account so that I could make withdrawals.

The problem has been solved.

Thank you.

Boa noite,

O meu caso foi resolvido.

O casino reabriu a minha conta de forma a eu poder efetuar os levantamentos.

O problema foi resolvido.

Obrigado.

Dear Grammys,

Thank you for sharing this great news! We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru