GW Casino - Player’s winnings were voided.

I have sibmitted a compla and am waiting to be approved... the casino will not answer my question regarding power of attorney only answerin days later with the following sh**

Dear Kellie,

Thank you for contacting Casino Guru and letting us help you with the issue. I noticed on the screenshots that the casino cancelled your winnings. Did you receive any explanation for this? Did you play with a bonus?

Best regards,

Peter

On the 18/08 i deposited $30 & yes claimed a bonus. Over the next few weeks, i played out that bonus. Building my funds at one point up to $1k, losing near all of it and so on. Then on the 20/09 i won $1200. Was refused initially my withdrawal as i hadnt sent in all docs to verify account. Did all that, and was then asked to send photo of a card not registered and no longer in use, that was not used for this deposit either. When i explained and queried why this was needed, when in all info, it only requested photo of the card used in casino,  was told because i had made 2 deposits months earlier with it. After sending in highlighted bank statements to prove card was mine, it was obvious by their reply that their 'in depth' reviews of docs was rubbish. I have delivered every piece of documentation that they wanted and have been continually given nothing but the run around. my first withdrawal request, upon them refusing it, I was told it would be in my casino account within 48 hours yet it was never returned to my account. then I won more money, that they are claiming was then the money that was returned. They finally then came back to me and said that all of my money had been voided and my $30 original deposit was given back to me because, the original bonus back in August, they clai I had broken terms & conditions and they said that it said the $1,200 that I had won came from the bonus in august. On looking through my history there is no proof of that at all but upon asking them for the actual documentation they have that proves this they keep refusing me saying its in my history, which its not.

I would be happy to send all emails pertaining to this to you if that would help?

Hi Kellie,

Thank you for clearing up the issue. We will merge both your complaints into one, so that all the data is in one place. Please forward us also the aforementioned emails .

Best regards,

Peter

No probs, what address do i email them to?

Hi Kellie,

You can either make screenshots and upload them here or forward them to my email address: peter.m@guruadmins.com.

Best regards,

Peter

Hi Kellie, 

Thank you for all provided information. I went through all your emails and contacted the casino. We will now wait for a response. You will get a notification when the casino reacts. 

Best regards,

Peter

thank you for that.

We would like to ask the GW Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

This alone speaks volumes about the casino and their view towards their clientele. Shame it won't get me my winnings. 

Hi Kellie, 

I'm afraid I won't be able to get any response from the casino. There is not much we can do now. As a last resort you could try to contact the Curacao gaming authority (complaints@gaminglicences.com) and see if they will be willing to help you. We will display the complaint on the casino’s review page and close it as unresolved. I understand this isn't a satisfactory solution and you would prefer your winnings. However, this will negatively influence the rating of the casino which could eventually lead to changing their approach. I’m really sorry I couldn't be of more help. 

Best regards,

Peter