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Good evening,

I made a deposit of 30€ to the casino on 20/11. After I received my deposit bonus, I played and managed to withdraw 500€. The maximum betting amount was 2€. All seemed fine at that point. I have all our chat exchanges where they confirmed that my money would be in my account in 3 working days... On 27/11, I was requested to verify my account and transaction history. Despite uploading and having them approved, they again assured me that the money would soon be in my account. The next day, I attempted to login and found out that my account had been closed. On 1/12 I contacted them again to find out what happened to my money and my account. At that point, they started telling me that they were not certain about the amount I would receive and to please wait. I earnestly request to know what happened and to receive my winnings, as I need them. I can upload any documents as required.

Καλησπέρα σας,

Έκανα κατάθεση στις 20/11 στο συγκεκριμένο καζίνο 30€ και αφού πήρα το μπόνους κατάθεσης τζιραρα και κατάφερα να τραβήξω 500€.Το μέγιστο ποσό πονταρίσματος ήταν 2€..Όλα καλά μέχρι τότε έχω όλες τις συνομιλίες που με επιβεβαίωναν ότι τα λεφτά μου θα είναι στον λογαριασμό μου σε 3 εργάσιμες ημέρες...Την Δευτέρα στις 27/11 μου ζητήθηκε ταυτοποίηση του λοφαρισμου και ιστορικό συναλλαγών παρότι τα ανέβασα και εγκρίθηκαν με επιβεβαιώσαν πάλι ότι τα λεφτά θα είναι σύντομα στον λογαριασμό μου..Την επόμενη μέρα πήγα να εισέλθω και διαπίστωσα ότι είχαν κλείσει τον λογαριασμό μου..Στις 1/12 μίλησα πάλι μαζι τους να δω τι γίνεται για τα χρήματα και τον λογαριασμό και άρχισαν να μου λένε ότι δεν ήμαστε σίγουροι για το ποσό που θα λάβετε και να κάνετε υπομονή..Παρακαλω πολύ να μάθω τι συνέβη και να κάνω τα κέρδη μου καθώς τα χρειαζόμαι...Μπορώ να ανεβάσω ότι έγγραφο ζητηθεί.

Dear Mariak1993,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Have you received any winnings from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Good evening dear Petronela,

I am glad for the prompt response.. The account was identified on 11/30

as you can see in the photo above...I was only playing slots..No I hadn't won I had made 2 other deposits and I hadn't happened to win..

As for the conversation history, should I upload it to your email??

Καλησπέρα αγαπητή Petronela,

Χαίρομαι για την άμεση ανταπόκριση..Η ταυτοποίηση του λογαριασμου έγινε στις 30/11

οπως μπορείς να διαπιστώσεις στην φώτο παραπάνω...Έπαιζα μόνο κουλοχέρηδες..Όχι δεν είχα κερδίσει είχα κάνει άλλες 2 καταθέσεις και δεν είχα την τύχει να κερδίσω..

Όσο για το ιστορικό συνομιλιών να της ανεβάσω στο mail σου??

Thank you very much, Mariak1993, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Mariak1993!

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.

Thank you!

Dear Pavel,

Thank you for contacting us.

Please be informed that we sent an email to pavel.k@casino.guru. Looking forward to your reply.

Best regards,

Slotspalace.com

Thank you, Slotspalace.com!

Mariak1993, we have received evidence that your account has been connected with another person, previously registered in the casino. Therefore, I am forced to reject your complaint. If you will have any other problems with other casinos in the future, do not hesitate to contact our Complaint Resolution Center once more!

Based on conditions 3.1 and 3.2 the casino is entitled to an active account there is no other the conditions are unfair as I have made so many deposits to the company estolio cy which is also the palace it is tragic that when someone wins they find a bunch of excuses not to pay.

Με βάση όρων 3.1 και 3.2 στο καζίνο δικαιούται ένα λογαριασμό ενεργό δεν υπάρχει άλλος οι όροι είναι άδικοι καθώς έχω κάνει τόσες κατάθεσεις στην εταιρεία estolio cy που είναι και η palace είναι τραγικό το ότι οπότε κερδίζει κάποιος βρίσκουν ένα σωρό δικαιολογίες να μην πληρώνουν.