The player from Germany is highly dissatisfied with the overall casino experience. We’ve rejected this complaint in our system due to a lack of evidence.
The player from Germany is highly dissatisfied with the overall casino experience. We’ve rejected this complaint in our system due to a lack of evidence.
The player from Germany is highly dissatisfied with the overall casino experience. We’ve rejected this complaint in our system due to a lack of evidence.
In live chat you make false promises, i.e. you say report back in chat after deposit and loss of money because you get free spins. But without depositing a bonus code you would get more. About 90% of the time you never get free spins later, if at all 10 free spins in games where you can't win anything. Deposited 38 times never won, wins in games are over 90% lower than stake. Bonus spins in the games very rare and yet win extremely low. Example Big Bamboo 0.20 cents Use a total of 19 free spins, win 6 free spins ×5. My total profit is 0.27 cents. Games do not run smoothly if there is a chance of winning, the game jumps so that you do not win. Processes in the games 80% always the same. First a win 0.20 bet about 3.50- at most 8 € then rarely win 2-5 times more than the bet then win lower than the bet. A short time later problems in the game no matter which game loads for a very long time after that no more wins no matter where. It's always the same. Tried several games, always the same. I pointed out the problems several times without ever asking for anything, never responded.
You are lied to and cheated on. Requested my gameplays with bet and wins and my RTP worth and if there were any problems in the games etc. No response have been waiting for 7 days to be notified multiple times. A deposit made with Sofort banking ( online)
I waited 3 days until it was credited why ever. All in all warning about this casino. Have screensHots , video recordings of my game processes, chat histories, etc. I'm normally satisfied with the casinos in Curacao, but not this one. The amount in dispute I have written as deposits. I'm not asking for a refund or anything like that just want to warn others. Few examples
Im livechat macht man falsche Versprechen sprich man sagt nach Einzahlung und Verlust des Geldes wieder im chat melden da erhält man freespins. Aber ohne bonus code einzahlen man würde so mehr erhalten. Zu ca 90% bekommt man später nie freespins wen überhaupt 10 freespins in Spielen wo man nichts gewinnen kann. Habe 38 mal eingezahlt nie gewonnen, die Gewinne in den Spielen sind über 90% niedriger wie der Einsatz. Bonus spins in den Spielen sehr selten und wen doch gewinn extrem niedrig. Beispiel Big Bamboo 0.20 Cent Einsatz insgesamt 19 freespins davon 6 freespins gewin ×5 . Mein gewinn insgesamt 0,27 Cent. Spiele laufen nicht flüssig wen es mal zu einem gewinn kommen könnte springt das Spiel sodas man nicht gewinnt. Abläufe in den Spielen 80% immer gleich. Zuerst ein gewinn 0.20 Einsatz ca 3,50- höchstens 8€ danach selten gewinne 2-5 mal mehr wie der Einsatz danach gewinne niedriger wie der Einsatz. Kurze Zeit später Probleme im Spiel egal in welchem Spiel lädt sehr lange danch keine gewinne mehr egal wo. Das ist immer gleich. Habe mehrere Spiele probiert immer das gleiche. Habe mehrmals auf die Probleme hingewiesen ohne jemals was verlangt zu haben nie drauf reagiert.
Man wird belogen und betrogen. Habe meine Spielabläufe mit Einsatz und gewinne beantragt und meinen RTP wert und ob es probleme in den Spielen gab usw. Keine Reaktion warte seit 7 Tagen mehrmals darauf hingewiesen. Eine Einzahlung getätigt mit sofort banking ( online)
Habe 3 Tage gewartet bis es gutgeschrieben wurde warum auchb immer. Allen in allen warnung vor diesem Casino. Habe Screenshots, Video Aufnahmen von meinen Spielabläufe, chatverläufe usw. Bin normal mir den Casinos Sitz Curacao zufrieden aber dieses nicht. Der Streitwert habe ich so geschrieben Einzahlungen . Mir geht's nicht um eine Erstattung oder so etwas der gleichen möchte nur andere Warnen. Wenige Beispiele
Dear Markalc,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
Dear Markalc,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
More than 6 days ago I submitted an application for my game processes with stakes, wins, etc. And unfortunately I didn't get anything on my RTP value. I never asked for or received any compensation, only wrote about my experience with them to warn others. Look at all of my chat histories, I've already uploaded evidence. Whenever I uploaded evidence, I would suddenly be kicked out of the chat, why? , They always pushed everything from themselves and referred to the game providers. And sometimes your employees contradicted themselves in the live chat, which I found very strange.
Ich habe vor über 6 Tagen einen Antrag gestellt auf meine Spielabläufe mit Einsatz, gewinne usw. Und auf meinen RTP Wert leider nichts bekommen. Ich habe nie eine Entschädigung verlangt geschweigeden bekommen habe nur über meine Erfahrungen bei ihnen geschrieben, um andere zu warnen. Schauen sie die ganzen chatverläufe von mir an da habe ich schon Beweise hochgeladen . Immer wen ich Beweise hochgeladen habe würde ich auf einmal aus dem Chat geworfen, wieso? , Sie haben immer alles von sich geschoben und auf die spiele Anbieter verwiesen. Und teilweise haben sich ihre Mitarbeiter im live chat selber wiederspochen , dass fande ich auch sehr seltsam.
I’m sure you understand that I don’t work for Joo Casino, but as one of the Casino.Guru independent employees and professionals, I’m trying to help you to resolve your problem.
Could you please forward your game and cashier histories to petronela.k@casino.guru?
I’m sure you understand that I don’t work for Joo Casino, but as one of the Casino.Guru independent employees and professionals, I’m trying to help you to resolve your problem.
Could you please forward your game and cashier histories to petronela.k@casino.guru?
Dear Markalc,
Thank you for the forwarded screenshots. Please understand that I still do not have enough information to proceed with this case as your game history is still missing. Without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to forward it, at your earliest convenience, to petronela.k@casino.guru otherwise, I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your understanding.
Dear Markalc,
Thank you for the forwarded screenshots. Please understand that I still do not have enough information to proceed with this case as your game history is still missing. Without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to forward it, at your earliest convenience, to petronela.k@casino.guru otherwise, I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your understanding.
Thanks for the reply I don't get the game history requested by the casino several times.
I'm not concerned with any reparations, refunds or the like, just wanted to describe my experiences and possibly warn others against playing there
Danke für die Antwort den spielverlauf bekomme ich nicht vom casino mehrere Male angefordert.
Mir geht es auch nicht um irgendwelche Wiedergutmachungen ,Rückerstattung oder der gleichen, wollte nur meine Erfahrungen schildern und andere eventuell davor warnen dort zu spielen
Dear Markalc,
Please understand without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again. I wish I could be of more help. Thank you in advance for your understanding.
Dear Markalc,
Please understand without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again. I wish I could be of more help. Thank you in advance for your understanding.
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.