The player deposited money and played with a bonus. He managed to win €1750, but when he made a withdrawal request, his winnings were cancelled allegedly due to a virus. We rejected the complaint because the player didn't respond to our messages and questions.
Ramses Gold Casino - Player’s winnings were cancelled.
Amount: €1,500
Ramses Gold Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.0
Ramses Gold Casino has a Safety Index of 3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
5 years ago
Translation
I deposited 25 euros with bonuses during the games I caught a jackpot of a game and I made a win of 1750 euros then gradually I climbed all the games and I made the withdrawal from 1500 euros they blocked my account written mail that the win was canceled and in chat they only tell me that they had a virus on new games and they don't pay anyone
Automatic translation:
Public
Public
5 years ago
Dear Marcello,
Thank you for contacting Casino Guru. I’m sorry to hear about your winnings being cancelled. The problem surely sounds curious. Do you have any screenshots of the correspondence with the casino you could send to us? It would help us understand what the issue is.
Best regards,
Peter
Public
Public
5 years ago
Translation
I saw now your answer I have nothing except the people I had in chat anyway my account is always blocked
Edited
Automatic translation:
Public
Public
5 years ago
Hi Marcello,
If you have screenshots of the live chat, please upload them. Why is your account blocked?
Best regards,
Peter
Public
Public
5 years ago
Translation
I continue to be stuck I talked to neil in chat and they always play the part of those who don't know anything they tell me there is a claim to suport they never answer the gist of the speech and they are simply and exclusively scammers of the web
Edited
Automatic translation:
Public
Public
5 years ago
Hi Marcello,
Please upload some screenshots of the conversations with the casino. Anything you have can potentially help us solve the issue.
Best regards,
Peter
