Gaming Club Casino - Player's asking for a deposit refund.

I got trouble with my account over a month ago, as I had self excluded with sister casino, but I don’t know why I still can sign up and made deposit, after I made deposit I had played for awhile my account just locked because of the self excluded with sister casino, I had contact live chat in same time, they had found out the issue and asked me to wait for account review and told the time frame is 24 to 48h, after 48h I came to live chat again asked for any update, they said no update and asked me to wait another 24-48h and they will escalated my case same thing again (after the time that they provide)there’s still no update,and they told me to wait same time, after few time of that , they asked me if I want to reopen my account or just for refund, I said just for refund then liv assistant make a note and escalated it again and told me the teams will review it in 1-2 business,after 2 day I came to live chat again for the update but they told me there’s no feedback, need to wait 3- 7 business day,so I wait till 7 business day and I came again to asked for the update,there still no update , I went to live chat 3-4 times a week for the update, but they always told still under review, need additional 24h -48h for feedback, but after the time that they said ,I came to asked for update,there’s still no feedback and need additional 24-48h again and again and again until now ,I just want my deposit refund only 70nzd butthey keep delayed to solved the issue for me . Please help me to solve this issue. Thanks

Hello Lin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the deposit refund is in the amount of NZ$70 (dispute value)? Have you requested self-exclusion directly from this casino?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina, I had replied your email a week ago (1 June), but I haven’t got any response from you yet ,wonder do you receive my email? Regard

Thank you for your reply, Lin. Could you please forward me the self-exclusion request that you sent to the sister casino? Also, have you registered with the same personal details in both casinos?

I don’t have any information about the self excluded with sister casino, I registered with same personal details but different email.

Hi Kristina, haven’t heard from you since last week, wonder is any update with my refund? Regard

lin

I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend that players contact the Licensing Authority directly and use this complaint as a reference. You can file an official complaint to the Malta Gaming Authority. 

Here is the link: https://www.mga.org.mt/support/online-gaming-support/

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know if you file an official complaint so we can proceed with this complaint accordingly. Thank you for your understanding.

Dear Lin,

Have you filed an official complaint as suggested? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi, Kristina

I haven't done yet as I had contact the casino live chat last week, she said she had wrote an email to the team, so I will contact them again if I still have no response I will do it....Also wonder how do I describe to them? Regard.

Lin

Hi Kristina

I just file an official complaint to the Malta Gaming Authority that you had suggested me.

lin

Thank you very much, Lin, for your reply. I will close this complaint as "Waiting for Regulator Decision" and ask you kindly to let me know about any developments. My email address is kristina.s@casino.guru and I will be waiting for an update patiently. I wish you the best of luck and apologize that we were not able to help you more with this case. 

Dear Lin,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at kristina.s@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Kristina

Dear Lin,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.