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Dear gghiocell,

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 fully understand the situation.

• Could you please advise which games you focused on (slots, live casino, sports betting, etc.)?
• Did you complete the verification process before you lost access to your account?
• Could you please confirm whether you may have unintentionally violated Section 2.5.7 of the Terms and Conditions?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Petra

Thank you for your reply and for providing the previous details, gghiocell.

Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Karla,

Please find attached the screenshots of my interactions with the casino.

I requested a phone call to finally resolve this situation, and if you look at the timestamps, you can see how long I have been struggling just to get a call or a real response.

Everything on their end consists of automated messages. I explicitly asked them to call me today and provided my available time frames. However, instead of calling, they replied to my message with the exact same automated template, asking me once again to provide a time frame. It is a never-ending loop of the same canned responses.

They are clearly using these automated replies to stall and avoid any real communication.

Thank you, Mihaita

Dear gghiocell

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 Barbora (barbora.p@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,

Petra

Hello gghiocell,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gghiocell,

Unfortunately, despite our repeated attempts to contact the casino and give them sufficient time to respond, we have not received any reply.

As we are unable to continue the investigation without the casino's cooperation, we have no choice but to close this complaint as unresolved. This outcome may negatively affect the casino's rating on our website.

I understand this is probably not the outcome you were hoping for, and I'm sorry we weren't able to obtain a response from the casino or clarify the reasons behind the account closure.

Thank you for your cooperation throughout the process. Should the casino decide to respond in the future, the complaint can be reopened and reviewed further.

Best regards,

Barbora

Casino Guru