Dear Tobias,
Unfortunately, according to the casino's claims the issue is already closed on their end and they have already explained the situation in full to you. When we were asking them to provide us with some kind of relevant evidence regarding the situation, the casino refused to cooperate with us on further resolution of this case.
Since the casino is licensed by MGA license, there are a few options we can recommend you to use, since the mediation of this particular complaint was unsuccessful.
The casino's approved alternative dispute resolution entity is EADR (https://eadr.org/) according to their terms and conditions. I would like to strongly suggest you to raise the complaint to this organization, as the casino is bound by license to cooperate on solving disputes with them. Moreover, we would like to kindly ask you to inform us about the process.
In the meantime we will close this complaint as unresolved, with classification 'waiting for regulator decision' which will not have any negative impact until we receive the information about the outcome of the process.
In case of any questions or further assistance with raising the complaint, please do not hesitate to contact me via my email address: 'martin.d@casino.guru'.
Dear Tobias,
Unfortunately, according to the casino's claims the issue is already closed on their end and they have already explained the situation in full to you. When we were asking them to provide us with some kind of relevant evidence regarding the situation, the casino refused to cooperate with us on further resolution of this case.
Since the casino is licensed by MGA license, there are a few options we can recommend you to use, since the mediation of this particular complaint was unsuccessful.
The casino's approved alternative dispute resolution entity is EADR (https://eadr.org/) according to their terms and conditions. I would like to strongly suggest you to raise the complaint to this organization, as the casino is bound by license to cooperate on solving disputes with them. Moreover, we would like to kindly ask you to inform us about the process.
In the meantime we will close this complaint as unresolved, with classification 'waiting for regulator decision' which will not have any negative impact until we receive the information about the outcome of the process.
In case of any questions or further assistance with raising the complaint, please do not hesitate to contact me via my email address: 'martin.d@casino.guru'.
Edited by a Casino Guru admin