Maneki Casino - Player had a negative experience with this casino.

hello. I wish to transmit this complaint for fraud of any level for the casino maneki that I was victim. I have made several deposits with an active bonus is I never received it. In addition the slots machine is trafficked. the same thing for a tournament which must be finished 15 days ago with a prize of 1500000 there is never a winner name. moreover I have several times money on my casino account which disappears overnight. I wish the refund of my deposits.Thanks

Dear Mechchate,

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.

However, I would like to know more about your missing funds. If you have more information that would help our case, please forward it to me. Was this money your own deposited funds and it just disappeared?

Also, have you tried contacting the casino regarding this issue? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

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

Best regards,

Kristina

This is from the email the player sent us:

"Hello thank you for your reponce. I would like to tell you that I had 350 euros on my casino account the next day it disappeared from my account and I do not find it in the deposit history. I contacted maneki casino but I did not receive a valid response.I would like to request a refund of half of my deposits. I really feel ripped off by this casino Thank you 🙂"

"hello I would like to inform you that my account at the casino maneki has been deleted so as not to have any more proof. but I always have proof of all the bank transfers that I have made I hope to have good news from you Thank you"

Thank you very much Mahammed for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hellow thank you have nice day

Hello Mohammed.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Maneki 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Mohammed.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (Malta). I will gladly help you with it. Please, let me know if you have any questions or require further assistance.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

It's unfortunate that you've had such a negative experience with us, since making players happy is our top priority. Allow me to address your complaint and provide you with some feedback regarding the issues you've mentioned. 

Firstly, let me clarify the situation with regards to bonuses. Upon checking your bonus history, I've noticed that you have claimed quite a lot of casino promotions and personal bonuses which were all added and played by you personally. You also joined our VIP Club and had your own VIP Manager whom also offered you many fantastic personal bonuses with much better odds for playing. 

The only time you've missed out on a bonus was during the "Welcome Package" bonus offer. On the 28th of March you received the first deposit bonus from this package and after receiving this bonus you changed your settings on your account to not receive anymore automatic bonuses. Therefore, the second and third deposit bonuses were not added. If you intended to claim them, you could've contacted our customer support team on the 28th and they would've gladly assisted you in adding those bonuses for you. Your first interaction with the support team was only on the 4th of April and you didn't mention anything about not receiving the second and third deposit bonuses then. 

With regards to our slot games, please bare in mind that your chances of winning are determined purely by luck and the RTP of the slots. There were times where you have been very lucky and managed to withdraw nice amounts of money and there were times where you haven't been lucky. Our casino is based on a luck of the draw and randomness just like any other casino. 

As for the tournaments, could please clarify which tournament your are referring to. We never had a tournament where the winner claimed 1 500 000 EUR. That would've been very nice, no doubt a fantastic prize to receive:)

 I can see that you did indeed take part in several tournaments at our casino, and the highest place you earned on the leader board was 81, and you've received all prizes according to the position you've placed on the leader boards for each of these tournaments you took part in. 

Let's address the issue with the missing money. We take these claims very seriously and we need as much information and details as possible. Could you please tell me exactly what date you're referring to and whether it was funds in your balance/deposited funds or withdrawn funds? After a thorough investigation on your account, we couldn't find a missing sum of 350 EUR. All the funds you had on your balance were either played or cashed out successfully. You've also never made a deposit of such an amount. 

In conclusion, your account was indeed closed at our casino due to unacceptable behavior, humiliating and threatening and endangering the life of one of our employees( your VIP manager at the time) As a result we were forced to close your account. However, in this case there are some serious disputes regarding missing money, therefore we’re open for dialogue and we will process an investigation once all the detailed information has been provided. Head of customer operations, Angelina Kosmo 

Hello Mohammed.

Please, could you confirm the casino statement or should we require evidence about their claims?

hellow thank you for your help.I consider that the casino is telling anything to save this reputation. all I can tell you that I got ripped off by this mafia casino

Hi Mohammed, 

Despite your behavior towards our staff we have still taken your accusations seriously and reopened the communications. 

When players post that we have done wrong we will always look to correct any wrong doings that may have happened as we are human, and errors do happen. 

The matter regarding the tournament has been discussed in depth and we have found no issues there and all that was due was issued accordingly. 

If you still feel that you were "Ripped off" kindly supply where, when this happened, and we will review further as previously stated. 

If not, then our findings from our audit of your account is proof and fact that your statements are unfounded and incorrect. 

We will continue to wait for the information pertaining to the alleged matter.

Dear Mohammed, 

Please, could you provide us with some specific information? Without specific information we cannot proceed with further investigation.

Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

hello my account has been deleted I do not see how I must present proof. all I want at the moment is to have repair. damage and interest. I now play at the jellybean casino I always receive deposit bonuses which do not

Dear Mohammed.

I am very sorry but without relevant information (what exactly happened) or proof of the money disappearing from your account, we’re not able to proceed with further investigation. Therefore, we are forced to close the complaint.

Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru