Reliable casinos to play in - with high withdrawals (page 2)

I’m really sorry to see how strongly this situation has affected you. Please believe me when I say it’s not about ignoring what you’ve submitted. Your evidence and arguments were reviewed. The problem is that in cases like this it’s not about what was sent to us, but about what we as an independent platform without official authority can actually verify and investigate.

That’s why we couldn’t conclude the casino was responsible, and we had to close the complaint. I understand that’s disappointing, but unfortunately there is nothing more we can do from our side. If you are convinced a crime has taken place, the only way forward is to contact the relevant authorities.

I know this isn’t the answer you were hoping for, but I hope you can at least see where our limits are.

Turn to the authorities, please.

With all due respect, I cannot accept the idea that this case should be treated solely as a police problem.

What happened was not a simple external theft, but a serious flaw in the casino's own system:

During the process of recovering my password (email received at 06:52), the account was still being used for betting, which should not have been technically possible.

Employee Juliana even said that she could change my password manually, which shows that employees have direct access to players' credentials. This raises serious questions about the operator's internal security.

I immediately informed support that I was unable to access the account, complying with clause 5.5 of the terms themselves. However, instead of suspending the account as planned (clause 5.6), they left it active and allowed anomalous movements.

The bets recorded during this period are incompatible with my usual playing pattern, which reinforces the suspicion of misuse.

📌 This is not a matter for the police or the bank. It is a matter of security and contractual responsibility of the operator, who failed to protect a customer's account even after being alerted in real time.

I only ask that Casino Guru recognizes that this is not an external case, but rather the result of internal failures by the operator, and that this is reflected in the analysis of the complaint.

Please understand that our role at Casino Guru is not to investigate or audit the internal systems of operators. We rely on what can be verified independently, and we do not have access to the technical or contractual workings of the casino. That is why we cannot officially conclude that the account was misused due to an internal flaw, even if the circumstances you describe are concerning.

I know this is frustrating, but our platform cannot take responsibility for internal operational issues of casinos. If you wish to pursue this further, reporting it to the relevant authorities or regulators who can investigate internal compliance and security is the appropriate next step.

I hope you understand that this limitation is about what we can practically and fairly verify, not about ignoring your evidence or arguments.

I understand the limits of your action, but I strongly disagree with the idea that this case should be handled only by the police.

If we were dealing with a classic external theft - for example, someone accessing my bank details and transferring funds - it would make sense to involve only the authorities. But that's not what this is about.

👉 What happened was a serious flaw within the casino's own system:

At the time I requested password recovery (06h49-06h52), the account was still being used for betting. Technically, this shouldn't be possible.

Employee Juliana said she could change my password manually, which shows that employees have direct access to players' credentials. This compromises the integrity of the system and does not depend on external factors.

I complied with the casino's terms (clause 5.5), immediately notifying support that I couldn't access the account. The casino, however, did not do its part (clause 5.6), as it did not suspend the account or block suspicious transactions.

The bets placed during this period are completely incompatible with my gaming profile.

📌 Thus, we are not dealing with an external crime, but with internal security failures and non-compliance with the operator's own terms.

I simply ask that this be acknowledged in the analysis of the case. To close the complaint with the statement that "it's a matter for the police" is, in my view, to ignore the central element: it was the casino that failed to protect a customer's account after being warned in real time.

I understand that Casino Guru does not carry out internal technical audits of operators. However, that is precisely why this case raises important questions:

If they don't analyze security breaches like mine (password being recovered and account being used at the same time; employee claiming she can change passwords manually; no lockout even after notification), then what practical use is mediation?

Casino Guru gives this operator a highly reputable rating. How is it possible to maintain such a rating when there is concrete evidence of unsafe practices that contradict the casino's own terms?

Your response that "you cannot officially conclude that it was the casino's fault" ignores objective factors that do not depend on opinion, but on facts: timestamps, support statements, betting logs incompatible with the player's profile.

👉 My concern is clear: if Casino Guru can't act in these cases, then it ends up conveying a false sense of security to players by recommending operators that demonstrate serious protection flaws.

I ask you to reflect on the impact this position has on players' confidence in your platform.

Best regards,

I want to clarify that our rating system and Safety Index are based only on facts we can independently verify and investigate. This means that potential cybercrimes, internal technical issues, or account breaches that we cannot confirm are not included in the Safety Index. It’s not about ignoring evidence but about what is practically and fairly assessable from our side.

I completely understand your frustration, but in this case, we have reached the limit of what we can do. The complaint is closed, and there is no further action we can take.

Best Regards.

I understand the explanation, but your position raises an unavoidable question:

If your Security Index and rating system only consider "independent and verifiable" factors, and exclude serious security flaws like the ones I presented (password recovery simultaneously with betting, employee admitting she can change passwords manually, no lockout after notification), then how can Casino Guru convey real trust to players?

In practice, this means that operators can maintain a high rating on your site even if you behave dangerously and contrary to the Terms of Use themselves, as long as there is no "independent" proof that you can audit. This calls into question the credibility of your Safety Index and its practical usefulness to players.

I'm not asking Casino Guru to act as the police. I'm just asking you to acknowledge that there are serious security flaws in the case in question and that, at the very least, this should have an impact on how you evaluate and recommend this operator. Ignoring these situations conveys the idea that the rating doesn't really protect players.

Best regards,

Well, you are raising these questions yourself, not our work. We are transparent about what we do and how our ratings and Safety Index are calculated. Our system only considers facts we can independently verify and investigate. That means potential internal issues, cybercrimes, or account breaches outside our verification scope are not included, not because we ignore them, but because we cannot reliably assess them.

I understand that under such circumstances it can feel like the system is "weird" or unfair, but it isn’t. You’re looking for a solution in a place that isn’t available here, and I get it. I also understand your frustration, but this case is now beyond what we can act on.

Thank you for taking the time to explain your perspective, and I hope you can see the limits of our platform.

I appreciate the clarity of your response, but herein lies the problem.

Casino Guru sets itself up as a trustworthy benchmark for players, but at the same time admits that the Security Index does not reflect potential internal flaws, account breaches or serious technical problems.

In practice, this means that a casino can seriously fail to protect players' accounts and still maintain a "high security" rating on your site, because such flaws are outside your scope of evaluation. That's not just a "limitation", it's a structural gap that conveys a false sense of confidence to players.

I get what you're trying to say, but now as a forum user I want to understand what the reputation of the casinos you list here as trustworthy is based on.

And now I don't understand, a casino that has a high reputation here is based on what aspects?

Well, to be honest, we clearly said what the Safety index is about; we have a special guide about it and it is stated clearly on every casino rating. Let me be direct: we are not responsible for your wrong assumptions.

https://casino.guru/guide/our-casino-reviews

example:

Also, we make clear what areas we can investigate in the complaints:

https://casino.guru/how-we-resolve-casino-complaints

I'm sorry the information has been there all the time and I understand you didn't know much. However, please learn more before you jump to conclusions.

We let the players know how we do things here; you just need to read.

Thank you.

Thanks for the reply 😉

I think it will be very useful for other people too !

Radka, I've understood your messages, but that text you sent doesn't correspond to the truth, the criminal who took over my account is the casino itself.

The evidence shows that!

It was the casino's problem, that's all!

Radka, I'd like to say that I don't agree with you closing my case.

Crime comes from inside the casino, not outside!

There is evidence of that!

Hello,

Thank you for your posts; I'm sorry I did not respond earlier. However, they do not actually change our possibilities. I respect that you disagree; and I'm overly sorry.

Radka and the fact that they have blocked my account since I created the complaint here, send emails to support asking them to show me proof that it was really me?

Yes, because there have to be records, of ips / devices etc....

Doesn't that change anything either?

To me it sounds quite logical. I already told you what I thought about your demand for proofs anyway.

I understand that you do not agree with the outcome, but I want to emphasize that I do agree with it. That is essentially all I have to say; I do not have any further comments. I believe I responded to everything.

Please take care.

Sorry Radka, but the fact that they say it's a cybercrime coming from the casino itself doesn't make any sense.

The moment I say I can't log into the account and they say everything is fine and the account is active and without problems, they would have immediately seen movements and canceled the account is what is in their terms of conditions !

Like you, in another forum they wouldn't give me a reason until it happened to them !

But I've already seen that they don't want to waste any time on this case because they haven't even bothered to call the casino operator for a chat.

If I manage to solve this case, I'll say so here, because I'm in contact with someone from the casino!

Even if I can't, I'm going to do everything in my power to report this casino and take it offline because the evidence I have shows that their internal security is flawed!

And their silence is very strange , the other time I made another complaint both support and here in their thread responded immediately !

They know it wasn't me!

But I did a test by asking for ips logs from the support of a casino where artcasino was registered and they sent them without any problems, and it was fine.

I'm sorry, I don't understand the relation, and I've already said everything I wanted to say. There is no point in going on, from my side.

Simple, if that casino provides the logs of the ips used to access the site without any problem, why doesn't Del oro do the same?