Horus Casino - Pelaajan bonusvoitot mitätöidään.

I played in the casino for a while and even made three successful withdrawals, but the last time I paid I got an email from the casino, where the casino explained to me that I had abused the bonuses and therefore you can only refund my last deposit . In my opinion, I did not abuse the bonuses and played fairly. That was a few months ago but hopefully you can still help me.

Ich habe einige Zeit im Casino gespielt und hatte sogar drei erfolgreiche Auszahlungen getätigt aber bei meiner letzten Auszahlung habe ich vom Casino eine Email gekriegt, wo das Casino mir erklärt hat, dass ich die Boni missbraucht habe und darum können Sie mir nur meine letzte Einzahlung zurückzahlen. Meiner Meinung nach habe ich die Boni nicht missbraucht und fair gespielt. Das war schon ein paar Monate her aber hoffentlich können Sie mir trotzdem helfen.

Dear lmtrubel,

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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Finally, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I forwarded the email from the casino to you. I played the Saturday Reload Bonus, 100% up to 200 EUR

Die Email vom Casino habe ich Ihnen weitergeleitet. Ich habe Saturday Reload Bonus gespielt, 100% bis 200 EUR

Thank you very much, Imtrubel, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

Hi Imtrubel,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Horus Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Horus 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Imtrubel,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter