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outstanding amount of €1200, which has been previously promised to me on multiple occasions via your customer support channels.

Despite repeated assurances in your chat system that this matter would be resolved, no payment has been made to date. Furthermore, I have made extensive efforts to contact you, including sending over 400 emails. These attempts have been ignored, and my email address appears to have been blocked. When I attempt to contact you using an alternative email address, I am instructed to use my original email, which you have made inaccessible.

This pattern of behavior is unacceptable and demonstrates a failure to act in good faith.

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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 clarify whether you are waiting for a withdrawal of your winnings or a refund from the casino? If it is a refund of lost deposits, kindly specify the reason why the casino promised this refund.
• Have you passed the full KYC verification at this casino?
• Have you responded to the casino’s email from 29 April requesting that you complete your personal information?

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

The reason is that they offered a settlement because they failed to close my account within three days after I had requested it. As a result, I was still able to deposit money (€2,500), even though I had clearly stated that I have a gambling problem.

They offered to refund me €1,200. My account is now no longer active, as they eventually closed it at my request. I provided all the requested information in their email immediately on April 29.

Since then, all attempts to contact them have led nowhere. I have sent more than 400 emails and spent days trying to reach them via chat. They have simply blocked my email address and are not taking any further action.

Thank you for the explanation. Please forward me the entire email thread between you and the casino customer support regarding your account closure request at veronika.f@casino.guru.

I’ve send the email

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Moedervandrie,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika