ForumCasinosCasino Extra - general discussion

Casino Extra - general discussion

1 year ago by alexjacobi86
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1 year ago
If you want to discuss anything related to Casino Extra, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.
1 year ago

Hi, good morning, I'm Alejandro, 2 days ago I filed a big complaint about this casino, they answered me at 4 o'clock with some questions about the complaint and I answered immediately, who is handling the case is Matt, very kind because it was clear that he was concerned about the issue and He asked me a few questions to clarify everything. I have already answered all the questions and I have sent all the information possible, up to 6 messages, not if I have been very annoying or I have written too much but... Looking at all the cases I think that mine is one of the ones that earns me the most money they have deceived The total is €60,000, and I summarize the story. I started playing in casinos outside of Spain because it had its advantages as we all know, more games, high bets, big jackpots, very good bonuses if you know how to use them, etc.

One that I loved and I won a good amount of money was casinoextra, I got to have €22,000 in my account, I made some withdrawals and kept playing, in the end I got about €9,000 without any problem, I lost the rest due to being greedy , since I won very quickly the first few days and in the end, well... I'm going to tell you, one thinks that he is going to win more and in the end what happens happens. I decided to self-exclude myself from this casino for 6 months, and I did it because it made me angry to have €22,000 or more and in the end only end up with €9,000, it's like... I don't want to play anymore because in the end I'm going to lose everything.

So far so good, as in casinoextra I could no longer play, I looked at other casinos to play, one of them was casinostar, I registered and gave all my information as I do in all casinos, one of them casinoextra, where I was able to withdraw without any problem what I won described above, all this because once your identity is verified there is no problem at the time of withdrawing, sometimes they ask you when withdrawing a document such as a different card from the one you usually deposit, proof of address etc... As I always do, I send everything they ask for and my account is always fully verified. Once everything is verified, I start playing at casinostar and nothing goes well for me, I lose a lot... Me with the heat, or the sadness of seeing a large amount of money lost and not winning anything... as has happened to others many times in other casinos...instead of excluding myself for 6 months as I did in casinoextra, I send an email to casinostar in November 2022 saying that I have gambling problems and I don't want to play in this house anymore. This email saying that I have problems with the game I have come to say in several casinos because in many casinos when you simply say that you want to close the account forever... They begin to overwhelm you with many questions, why? What happened? Something went wrong? We give you a bonus, stay, try this, do the other etc... I'm 100% sure that it has happened to everyone... to cut all this quickly, you say that you have problems with the game and you want to stop and at the moment they make the closure effective.

As I mentioned before about casinoextra I only asked for a 6-month self-exclusion, since being a casino that earns a lot I didn't want to self-exclude myself forever. At the end of March 2023 I return to casinoextra since on March 15, 2023 I had finished my self-exclusion and deposit without any problem, several deposits and I start playing again with them, I thought that everything would be more comfortable than registering in a new one since here already I had all the documentation verified, I also earned a lot of money and withdrew the money without any problem. In the end, he managed to win a lot and I am left with about €60,000. The first thing I do is talk to them and make the withdrawals, they tell me that everything is ok and I to ensure what I had won and not play it again as I did with the 22,000 €, I tell you to exclude myself for 3 months, so I would have already collected the €60,000 earned, since they pay withdrawals €2,000 per day €4,000 per week €20,000 per month, they tell me that now it is only possible for 1 month and I say that it is okay, as long as all the withdrawals of €2,000 to €60,000 are paid and they tell me yes, no problem, the only thing they ask me by chat is a new card that I had where I had made the deposits, I send everything and it is registered, they give me the ok and everything run its course. Well, it turns out that I ask by chat how my withdrawals are going, since I could not enter my account to see everything and they tell me that since I sent an email to casinoestrella in November 2022 as if I had problems with the game, well, what had won and already started to withdraw that there were 30 withdrawals of €2000, a total of €60,000, I lost it and they only gave me a withdrawal of €2000 and the rest I lost, they really want me to believe and deceive that by an email to send to casinoestrella, that they are from the same family of casinos and that through casinoestrella they informed you of this email, without my knowing it, an email from more than 4 months ago, they are not going to pay me what I have won cleanly. I dont believe it,,. I have made a complaint, there is all the information, if you need something else tell me, but please help me, help!!!!

Automatic translation:
1 year ago

Look at my complaint about this casino there you have much more information. If you can help me with something, please tell me and we'll see what we can do

Automatic translation:
alexjacobi86
1 year ago

Hello there.

Don't worry, the complaint will be updated as soon as it's evaluated by the "first response" team member.

Stick with it, and update regularly, and the complaint handler will be in touch with you.

Have you noticed the complaint timer? It counts the time left for another phase.

For all concerned, the whole complaint is available here.

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