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Subject: Request for Resolution – Incorrect Blackjack Deal / Missing Refund (€840)

Hello,

I am submitting a formal complaint regarding an unresolved issue with a blackjack game on your platform.

During a live blackjack round, the dealer dealt both of her cards last, which is an incorrect procedure. The game itself acknowledged the error and informed me that I was due a refund of €840, and that I needed to contact my provider to receive it.

I followed all instructions and provided every piece of information requested, including:

Game ID / round details

Screenshots

Timestamp

Account information

After I submitted everything, my account was closed and I have still not received the €840 refund. It has also been several days with no response, despite the game clearly indicating that I was owed the refund.

This is a straightforward technical issue where the game malfunctioned, and I am simply requesting the refund that the system itself confirmed.

Thank you,

sean D***

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Dear Sean_donnelly,

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 A$840 was the value of your bet that was supposed to be refunded?
• Could you please clarify whether you had any active remaining balance in your casino account before you lost access to it?
• Have you received any explanation from the casino regarding the account closure?

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

Best regards,

Kristina

Hi Kristina. The bet ammount was 1240 if im correct. But i was to be refunded 840 of that. Due to a side bet winning. Which added up to the full ammount when adding the 840. I had no remaining balance when losing access to account. I myself had to close my account due to problems. But i had been trying to get this redund long before i had to stop the account. And still have been trying. But they cut me from love chatting then(before account closure) and wont reply to emails

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi. The communication between me and cazues on this case. With through there live chat. But they asked for game number. Round number. Bet ammount. Ammount i had at the time. My account name. Time of bet etc. which i provided. And they said they will get back to me via email. I have emailed numerous times following up. But only reply i got was a automated one saying my case is being looker at.

Dear Sean_donnelly,

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, Michal (michal.k@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,

Kristina

Hello Sean_donnelly,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just to confirm, could you please clarify how you were informed that you are entitled to a refund? The screenshots you provided do not indicate this. While I can see a message stating: "*For payout settlement details please contact your operator", this does not suggest that a refund is due.

If you have any confirmation from the casino team or the game provider regarding this, please send it to me at michal.k@casino.guru, along with any other communication you had with the casino team about this issue.

We would like to invite Cazeus Casino to participate in this discussion.

Dear Cazeus Casino,

Could you kindly clarify the situation concerning the player? If, as the player mentioned, a refund of A$840 was proposed, may I ask why this has not yet been disbursed to the player?

If there are factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru

Hi michael. When the best happened. I wemt to the live chat to have them recheck the game. Then i got that message to say that payout settlement. As the bet there was a mishand from dealer. Thats when inwas told to go to cazues live chat. Which i did. And they asked for all the info. Which i provided. And nothing in return. The bet was clearly wrong and payout settlement due to the fact i was only getting 840 back from the 1240 bet. Due to the fact a side bet won. So they subtracted that because they didnt take that off me.

Dear Michal,

We have sent an email with evidence attached.

We will wait for your update.

Kind regards,

Cazeus Casino team.

Dear Cazeus Casino team,

Thank you for your email. I have sent back some further inquiries and am looking forward to your response.

Dear Sean_donnelly,

I have received and carefully reviewed the complete game log, and there is no indication of any dealer error or "mishand" during the relevant rounds. I have nevertheless requested that the game rounds be reviewed with the game provider; however, at this time, there is nothing to suggest that you are entitled to a refund, nor has any evidence been provided indicating that a refund was promised by the casino team.

The records further show that you continued playing normally after the disputed rounds, experiencing both wins and losses, and that you even made additional deposits. Ultimately, sadly, nearly all the funds were depleted. Well, to be precise, prior to the permanent closure of your account—carried out at your explicit request—a remaining balance of 4 AUD was present, which you confirmed could be forfeited.

Given the information and evidence we have at this time, it seems that your claim lacks sufficient support.

However, I have reached out to the casino team for more information, which should help create a comprehensive picture once it arrives.

If you have any further comments that could clarify or bolster your case, please don't hesitate to share them.

Yes i continued betting. But that shudnt matter. Before i started betting. I put in a request for it to be looked at. The dealer clearly mis dealt the cards. Which made me lose.

Dear Sean_donnelly,

Thank you for your reply. As mentioned earlier, given the information and evidence we have at this time, there is inadequate support to completely validate your claim.

Although you have asked for a review of the contested round, I have yet to receive any confirmation or documentation that the casino team has promised you a refund, apart from your own assumption.

Nevertheless, in order to help ensure a fair and thorough review, I have requested further information from the casino team. Once I receive their response, this should help me to get a more complete and balanced picture.

Dear Cazeus Casino team,

I'm looking forward to your response.

Dear Sean_donnelly,

To assist in progressing your case, I kindly request some additional details.

First, could you please explain in more detail what exactly happened during the round? Specifically, what do you mean by "the dealer dealt both of her cards last"? A step-by-step description of the sequence of actions during the round would be very helpful.

Additionally, after reviewing the screenshots you provided, I would like to point out that no female dealer is visible in the images. Could you please clarify this discrepancy, or send additional screenshots that clearly show the dealer involved in the round?

To properly assess the situation, we also need the following details:

• The exact amount of each bet placed in that round (please provide a breakdown if there were multiple bets or side bets)
• The total value of your hand
• The dealer’s final hand

These details are necessary for us to understand whether the game flow was incorrect and to verify the amount you claim was due as a refund.

Dear Sean_donnelly,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru