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I deposited £20 and won about £350. However, when I requested to withdraw, it never came through. I contacted the company several times over the next two weeks and they kept saying that they were experiencing "technical issues" when it came to paying out. I asked where the company was based and they refused to answer. I also asked to delete my account/personal details, but they didn't, then when I showed visible annoyance, I was kicked from the website and they blocked my account.

I had an unknown payment taken out of my account a few weeks later (which was definitely from them as it appeared as an overseas payment and it was taken out in euros), but I couldn't contact them as my account was still apparently blocked.

I received several phone calls from them asking why I hadn't withdrawn my winnings and acting as if I hadn't been blocked, and I asked them again to delete my account. I received a confirmation email that my account had been "temporarily self-excluded" (not deactivated) and now I keep receiving scam calls from phone numbers very similar to mine, which I assume is thanks to them.

When I signed up, I provided my passport and driving license details so I'm scared of what they'll do with that information. I should also note that they originally had a live chat but they have since removed it.

Dear MBD2K23,

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. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Lastly, unfortunately, we are not able to help with the unauthorized issue and spam calls. Not only we do not have the capacity to investigate such issues, but it is also close to impossible to prove that this specific casino is to blame. Regarding the unauthorized payment, I can only recommend that you contact your bank to investigate what happened and I believe that you should change your phone number to solve the spam calls.

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

Best regards,

Kristina

Hi Kristina,

It was my first time attempting to withdraw. I contacted the "support" team several times and they always acknowledged that my winnings were being processed, but there was an alleged delay that just so happened to occur when I requested to withdraw.

I accumulated my winnings without a bonus.

I understand that it's practically impossible to prove that the casino is involved, but the timing aligns perfectly so it's just my own theory.

I cancelled my card and replaced it as soon as the unauthorised payment came out.

Thanks

Thank you very much for your reply, MBD2K23. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear MBD2K23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.