Thank you for the message! Unfortunately I can't go into complaints!
Hello, pardon me for asking, I only aim to be sure regarding the complaint. Have you experienced any technical issues when you say, "I can't go into complaints", please?
If so, please provide further details and we will try to look into this.
Thank you so much for your kind consideration of the others. I only wish there was a way I could assist you, if only with the deposit bonus you were not given when you made the deposit. In my opinion, that is really unfair.
Yes I can't enter the link! It gives me an error!
oh, okay, so Radka had the right feeling that it could be some technical issue. I will try to post the link to you again here 👈, and if the issue still continues, please write to complaints@casino.guru or you can even post a screenshot of the error message it gives you when trying to open the link here.
Please let us know, and we will find the solution.
After 15 days of winning 2400 euros and waiting they banned me because I made two deposits with my wife's card... I had sent all the documents as requested by them and even took the photos with the paid photographer
What do I have to do
Dear player,
finding this forum was indeed a good call. There is, however, a few bad news I have to tell you now.
One of the most important casino rules says, "Only use bank accounts and credit cards that are in your name."
The thing is: casinos have to fight activities like money laundering or card abuse. Hence, always read the rules before playing at any online casino to determine what is expected of you. Saying you were unaware of the rules will not get you very far, I fear, especially if you verified your acknowledgement of them by creating a casino account, which is also a standard step in the registration process.
The act of impersonating someone else through the KYC (Know Your Customer) verification process is analogous to using someone else's payment method. This, in my opinion, was the point at which the casino was positive that the card was not yours.
I'm really sorry you made this avoidable mistake; frankly, there is little you can do to fix that.
At least let me help you with other casino basic rules.
Read the guide called "Introduction to Online Casinos" 👈👈
I'll be here to answer your questions if you have some.
Good morning, I've been waiting for 6 days for my winnings after 14 days of account verification. They promise you fast withdrawals for VIP players. Instead it's just a scam, no trace of my money and they tell me that I have to wait within 14 days. What's more serious, I suffer from gambling addiction, I sent the medical certificate two months ago. They make fun of me saying that they sent me an email for cancellation that never arrived. While all their emails arrive daily. Please help me, I want my money quickly as they promised. And I want to close this account. Respect for my child and health above all else
Dear palyer.
It is sad to hear such an experience firsthand. Am I assuming correctly you have self-excluded from the AAMS-licensed casinos, thus ended up in a completely unlicensed one?
Well, I searched their rules for advice on how to proceed with the account closure specifically for addicted people, but it seems there is nothing preventing this situation. I fear the only way to deal with it is to submit a complaint within our Complaint Resolution Center. Just be prepared; the process takes some time, and we won't be able to help you as quickly as you would most likely expect.
Playing in a fresh casino always contains a bit of a risk, and I hope we will find someone from the casino willing to cooperate.
Submit the complaint here 👈, don't worry it is free. As I said, not much else to do at the moment.
Perhaps you can try to set up zero pay limits on all of your registered payment options to prevent further deposits. You may also try to ask someone you trust to change your casino password and keep you away from your registration email until the account gets finally blocked.
Do you have any other ideas on mind?
thank you so much for your help. I will now file a complaint, and in the meantime, I will change my password! Great idea. Do you think I will get my money from them? I have spent too much. Thank you so much
With all possible honesty, I hope the matter regarding the withdrawal will end up resolved pretty soon.
Yet, it would be highly irresponsible to promise you that. In the mean time, however, try to get yourself entertained by anything available. Start watching a new series of popular shows. Take your children outside for a walk; go to the zoo. Just try to get gambling out of your head, even for a while. It must be really hard, and I understand time seems to be your great enemy. I would also try to set the limits, just as precaution. If the casino does not allow you to do so, try to set an online purchase limit on your card, and try the same for an e-wallet.
How are you feeling, anyway? Do you have someone close around to help you out?
thank you so much for your help. I will now file a complaint, and in the meantime, I will change my password! Great idea. Do you think I will get my money from them? I have spent too much. Thank you so much
the page to open a complaint does not load
Good morning,
I thought I should check on you early in the morning. Well, not sure what seems to be the matter with the link, but could you try to use this one, please?
https://casino.guru/complaints/create
Alternatively, access the complaint section and hit "create a complaint". The button is there.
The other option is to locate the button in your account - tab "complaints".
I just hope you did not find a technical bug on our site. Would you kindy send me a screenshot showing the full screen after you clicked or tapped the button, please? Just incase. We are at community@casino.guru
I am alone and it is very suspicious. Please help me it is the only platform that I can not block. They promised quick payment, 6 days passed. Help me to get my money and close it
please. I proceed with a complaint
the link doesn't work!
Thank you. Frankly, such a screenshot is not very helpful because it does not even show the URL. I have never seen this before, to be honest. Which aforementioned option resulted in this white emptiness, please?
1) your account - tab "complaints"
2) direct link I sent you
3) complaint section - button "submit complaint"
In any case, let's try something else: I suggest you try a different browser or device if you only use a smartphone; switch to a PC, please. Clean up the cookies and temporary files or access the link through.
In case none of this works, which would be highly annoying, please explain your current situation at complaint@casino.guru and ask them to submit the complaint for you.
Regarding the casino issue, any luck closing your casino account, please?
I try with another browser. They do not allow me to close
Ok. It would be really helpful to know which variant does not work. Maybe if you could capture a video and then send it to me at community@casino.guru, we may find something. Also add your current IP address, please. I'll forward it to our tech team.
To locate the IP, I suggest: https://whatismyipaddress.com/
About the casino, are you still in contact with anyone there? What was the last response to your account closure request?
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