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The casino zeroed out my account and ate my withdrawal money, please help.

Το καζίνο μηδένισε το λογαριασμό μου και μου έφαγε τα χρήματα της ανάληψης, παρακαλώ για την βοήθεια σας.

Dear tomylougs,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I'm not even getting my deposit back, they are definitely scammers, please close them down.

Ούτε τα λεφτά της κατάθεσης μου δεν μου επιστρέφουν, είναι απατεώνες αδιαμφισβήτητα, παρακαλώ να τους κλείσετε .

Dear tomylougs, could you please confirm if I understand this correctly.

Did you play using the welcome bonus and use it on a restricted game? If so, please provide your communication with the casino regarding this issue. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I haven't played any banned games and the casino intentionally doesn't have a gaming history so that no one can prove it, I also have €34 in my balance and they won't let me withdraw even that, they keep canceling the withdrawal, there's also no live chat, they respond after days.

Δεν έχω παίξει κανένα απαγορευμένο παιχνίδι και το καζίνο επίτηδες δεν έχει ιστορικό παιχνιδιού για να μην μπορεί κάποιος να το αποδείξει, επίσης έχω στο υπόλοιπο μου 34€ και δεν με αφήνουν να πάρω ούτε αυτά, συνέχεια ακυρώνουν την ανάληψη, επίσης ζωντανή συνομιλία δεν υπάρχει, απαντάνε μετά από μέρες.

Dear tomylougs, kindly request your game history in Excel format directly from the casino and forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

I emailed them, they don't respond and they don't cooperate at all, what should I do?

Τους έστειλα,δεν απαντάνε και δεν συνεργάζονται καθόλου,τι να κάνω?

Dear tomylougs, I have not received any email containing the request from you.

I didn't send you to the casino, I sent you.

Δεν σας έστειλα σε εσάς στο καζίνο έστειλα

I have now sent you some information from my other email.

Σας έχω στείλει τώρα μερικές πληροφορίες από το άλλο μου μέιλ

They're already making fun of me.

Με κοροϊδεύουν κιόλας

Dear tomylougs, have you tried to request a new withdrawal?

I requested with crypto and it happened, my problem is the €400 that was canceled, even though I didn't play a prohibited game, please help me.

Ζήτησα με κρυπτο και έγινε,το πρόβλημα μου είναι τα 400€ που μου μηδένισαν, ενώ δεν έπαιξα απαγορευμένο παιχνίδι, παρακαλώ για την βοήθεια σας

Dear tomylougs, could you specify which bonus you used when playing?

What games did you play with that bonus?

Can you confirm if you have now received the €80 that was pending from your balance?

How much money in total was confiscated, and was it definitely due to playing a restricted game?

Do you have any communication with the casino explaining that your withdrawal was canceled due to playing a restricted game, or did you find this out only from the withdrawal history?

1 welcome bonus 200% , as you can see I completed the wagering requirements, I had €400 in which they reset, I did not play any prohibited games and they do not give me a game history, I finally withdrew the €80 with crypto, I want the €400 that I suddenly lost, please help me.

1 welcome bonus 200%, όπως μπορείτε να δείτε ολοκλήρωσα τις απαιτήσεις στοιχήματος,είχα 400€ μέσα τα οποία μηδένισαν,δεν έπαιξα κάποιο παιχνίδι απαγορευμένο και δεν μου δίνουν ιστορικό παιχνιδιού,τα 80€ τα έκανα ανάληψη τελικά με κρυπτο,τα 400€ που έχασα ξαφνικά θέλω, παρακαλώ για την βοήθεια σας.

Thank you very much, tomylougs, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, tomylougs!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the AOFA Gaming Authority (There is a complaints form directly below the license on the validator page at the bottom of the casino website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K