HomeComplaintsRamses Gold Casino - Player’s winnings were cancelled.

Ramses Gold Casino - Player’s winnings were cancelled.

Amount: €1,500

Ramses Gold Casino
Safety Index:Very low
Submitted: 30 Nov 2019 | Case closed : 03 Jan 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

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.

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4 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:
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4 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

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4 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:
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4 years ago

Hi Marcello,

If you have screenshots of the live chat, please upload them. Why is your account blocked?

Best regards,

Peter

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4 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:
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4 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

Edited by a Casino Guru admin
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4 years ago

Dear Marcello,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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