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Today I won the amount of 26,000 euros and waited 3 hours for a woman to chat with me. I sent another email to the casino this morning 1 and this afternoon and got no answer. I uploaded all the documents and still couldn't get anything out of my profit ... and then all the money was gone ... the woman says I gambled it away. that's not true at all .... I want the casino to return the whole amount.

ich habe heute den Betrag von 26000 Euro gewonnen und habe 3 stunden gewartet das ich überhat eine Frau am chat dran bekommen habe . Hatte heute vormittag 1 und heute Nachmittag eine weitere Email an das casino geschickt und bekann keine Antwort. Habe alle dokomente hochgeladen und konnte trotzden nichts abheben von meinem gewinn .... und dann war das ganze Geld weg ... die Frau sagt ich hätte es verspielt. das stimmt überhaut nicht .... ich forder von dem Casino den ganzen baetrg zurück .

Dear Christian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that you haven’t provided access to your account to anyone else?

Any supporting evidence or relevant communication could be forwarded to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

No, nobody had access to my player account.

Nein niemand hatte Zugriff auf mein spielerkonto .

Please forward any relevant communication and supporting evidence to petronela.k@casino.guru.

Dear Christian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

What kind of documents do you need? Kind regards

Christian von D *******

Was für Unterlagen, brauchen Sie ? Mit freundlichen Grüßen

Christian von D*******

Dear Christian,

Please forward any screenshots of your initial balance and relevant communication between you and the casino in which you were informed that the funds have been played. Thank you very much in advance.

Unfortunately, I can no longer do that because my account is blocked. How should one proceed now ???

Das kann ich leider nicht mehr ,denn mein Konto ist gesperrt. Wie soll man jetzt vorgehen???

How you were informed that the funds have been played? During a live chat conversation or through an email?

You know what I'm pulling everything back together.

Please take the case back and I appreciate your efforts.

I can't prove anything anymore because my account has been blocked or deleted and that's why I'm taking this step now.

Please confirm in writing that you will not continue the case.

Kind regards

Christian von D *******

Wissen Sie was ich ziehe alles zusammen zurück.

Bitte nehmen Sie den Fall zurück und ich bedanke mich für Ihre Bemühungen.

Ich kann nichts mehr beweisen da mein Konto gesperrt oder gelöscht wurde und deswegen mache ich jetzt diesen Schritt.

Bitte um schriftlichen Bestätigung das Sie den Fall nicht weiter führen.

Mit freundlichen Grüßen

Christian von D*******

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.