Goated Casino - Player claims unfair refund process.

Hi Team,

I told there agent prior to 2 deposits that I had a gambling problem, however the agent ignored me. I deposited 3 x with the first deposit I ended up withdrawing once. However that was after I told the agent. They only refunded me for one of the 2 transactions and they said that the withdrawal for the first one covers the second which is not fair as the withdrawal happened due to the first one which they said they wouldn't cover. This is a scam overall I have screenshots of everything please provide an email as they only refunded me a certain amount which I still have not received.

Sincerely,

Dear sati725,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that the casino did not refund only one deposit to you, but you won something from this deposit and successfully withdrew these winnings?
• Could you please specify how much you deposited in this deposit and how much you won and withdrew from it?
• When did you make this deposit, and when did you inform the casino of your gambling problem? Please state the exact dates and times.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

In total, I am negative about $1400 Canadian to there site that they have not refunded. They only refunded 1100$ so no I never successfully profited in any sort of way.

The dates and times I cannot provide anymore as they took away my access to the casino, can I send you screenshots perhaps?

Also the first deposit is the reason the withdrawal happened the issue is I explained everything when I did the first deposit so they linked the second withdrawal to the second deposit which is not accurate or true.

I deposited 9.51 ltc and withdrew around 7.5.

I have lost a total of 2500, which 1100 was refunded.

There offering me $900 something usdt but I haven’t received it I think they did something weird… but they never offered the full $2500 Canadian. Which is the exact amount I wanted refunded.

Thank you for your responses. Please send me the account closure request you sent to the casino at veronika.f@casino.guru along with the casino's replies. Also, please forward me the screenshots you mentioned in one of your previous replies.