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I have deposited a total 9200 eu at this casino and not once had a big win. Several times I made a feature buy and none of these feature buys resulted in a win even close to the amount of buying features. One time the casino sent an email and congratulated me on my winnings and asked for documents to verify my account, and blocked me to log in to the website?! I asked them about the email with my congratulations but no answer. I submitted the requested amount and my account was opened again. My complaint is two things:

How is it possible to deposit these large amount of money and never win?

Are they following their responsible gaming policy when allowing players to deposit such amounts of money and not once ask the player questions to detect a gambling addiction?

I asked for a refund and they once again blocked my account ☹️

please help me

Dear Erika,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

Could you please advise if you have informed the casino about your intentions to close the account? Based on which ground do you request a refund?

Looking forward to hearing from you.

Best regards,

Petronela

Hi Casino guru team!

As I said in my complaint:

How can a casino honor their responsible gaming policy and still let their players deposit these large amounts without asking to detect a gambling addiction?

How do twin casino explain an email to congratulate me on my latest winnings when I have not won anything? As a player you wonder if something is wrong and the big win is just around the corner, and you keep depositing.

Thank you in advance

Dear Erika,

I understand your point of view. Unfortunately, not all the Licensing Authorities require their casinos to make checks when players deposit funds into their accounts. If you have never mentioned gambling addiction when communicating with casino, I'm afraid we won't be able to help you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Erika,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.