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While I was playing, €150 was simply deducted from my account without any explanation. €300 was withdrawn from my bank account but never credited to my player account. When I ask questions, I get random answers, and everything is deliberately complicated. Before filing a lawsuit, I wanted to try filing a complaint.

Während des spilens wurden mir einfach 150€ vom Konto abgezogen ohne eine Erklärung. 300€ wurden von meinem Bankkonto eingezogen aber nie dem Spielerkonto Gutgeschrieben. Wenn man nachfragt bekommt man irgendwelche Antworten und alles wird absichtlich verkompliziert. Bevor ich eine Klage einbringe wollte ich es noch mit einer Beschwerde versuchen.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which game you were playing when €150 was deducted from your account? Did you have any active bonus at that time?
• Have you contacted customer support after discovering the €150 deduction? If so, what was their reply?
• Can you see this deduction in your account history?
• Also, could you kindly confirm when exactly you submitted your €300 withdrawal request?

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

Best regards,

Veronika

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The game was Piniata Wins. Yes, there was already a bonus active, but in my opinion you shouldn't just withdraw money without issuing a message and explanation. Support says nothing has been debited, and I can't see it in my history. The €300 was six deposits of €50 each that were debited from my bank account and never arrived in my player account. The strange thing is that you can't see them in the player account. That was between July 28th and July 31st. Support doesn't want to help, they always want the transaction number, but that's not possible if it's not visible in the player account.

Das Spiel war Piniata Wins. Ja es war schon ein Bonus aktiv aber tritzdem darf man meiner Meinung nach nicht einfach Geld abbuchen ohne eine Meldung Erklärung auszugeben. Der support sagt das gibt es nicht das hier was abgebucht wurde und ich sehe es auch nicht in meinem Verlauf. Die 300€ waren 6 Einzahlungen zu je 50€ die meinem Bankkonto abgebucht worden sind und nie am Spielerkonto angekommen sind. Das komische ist man sieht sie nicht am Spielerkonto. Das war in der Zeit von 28.07.-31.07. Der Support will einen da nicht helfen die wollen immer die Nummer der Transaktion haben das ist aber nicht Möglich wenn sie im Spielerkonto nicht ersichtlich ist.

Could you please send me a link or a screenshot of the bonus you activated and played with? Please note that bonuses often have a cap on the maximum allowed winnings. After you complete the wagering requirements, your balance may be adjusted to stay within these limits.

Regarding the lost deposits, could you also send me deposit receipts confirming that you transferred the mentioned amounts to the casino?

Good day,

Yes, I realize that the upper limit is okay. But doing this while a game is in progress is more than questionable to me. It can be deducted as soon as I'm finished playing and not during it. Furthermore, I wanted to remove everything from this casino because I feel cheated. But they haven't been able to pay out my remaining balance of €50 for two weeks. I'm really close to involving the authorities in this casino's practices. In the meantime, I've had the incorrect transfers reimbursed by Skrill. They were more understanding than Mr.Bet. Because I complained, my account was blocked. That's another thing where I have to say it's fraud.

Guten Tag,

Ja es ist mir klar das dies mit der Obergrenze Ok ist. Aber das während eines laufenden Spiels zu machen finde ich mehr als Fragwürdig. Das kann abgezogen werden sobald ich fertig bin mit dem Spielen und nicht während dessen. Des weiteren wollte icb jetzt alles von diesen Casini entfernen weil ich mich betrogen fühle. Aber sie schaffen es nicht seit 2Wochen das sie mir mein restliches Guthaben von 50€ auszahlen. Ich bin wirklich kurz davor die Behörden bezüglich der Praktiken in diesen Casino einzuschalten. Die Fehlüberweisungen habe ich in der Zwischenzeit von Skrill ersetzt bekommen. Die waren da einsichtiger als Mr.Bet. Weil ich mich beschwerd habe wurde mein Konto bei denen auch gesperrt. Das ist auch wieder so eine Sache wo ich sagen muss das ist Betrug.

Unfortunately, if there is no record in your gaming history showing that your balance was deducted, we are unable to assist you further. Whenever problems with a missing balance occur, it is essential that we collect as much evidence from the player as possible before we can approach the casino and ask for clarification. Without any screenshots, videos, or transaction records from your gaming history, it is not possible to prove that winnings were present in your account and unfairly removed.

Could you also please specify what your real-money balance was at the moment your account was closed?

50€ were still in the player account before the closure.

50€ waren noch auf dem Spielerkonto vor der Schließung.

Please forward me all the communication between you and the casino customer support regarding the closure of your account and the payment of your remaining balance at veronika.f@casino.guru. Thank you for your cooperation.

Dear Stampal100,

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,
Veronika
Casino.Guru