HomeComplaintstest - Player’s accused of fraud.

test - Player’s accused of fraud.

Black points: 100

Amount: 200 R$

test
Safety Index:Struggling casino
Submitted: 10 Apr 2024 | Unresolved : 10 Jun 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

5 months ago

The player from Brazil claimed that after playing fairly and requesting a withdrawal, the casino had accused her of fraud to avoid payment while support had remained unresponsive. She had denied the accusations of multiple players on the same IP address as she had lived alone. She also had denied demanding money from a blogger, a claim made by the casino. Despite our team's efforts to contact the casino for clarification and resolution, the casino remained unresponsive. The case was marked as 'unresolved'.

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7 months ago
Translation

I played fairly, requested a withdrawal, and they are claiming fraud to avoid payment, the support doesn't respond, they never have.

Automatic translation:
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7 months ago

Dear michelealmeida9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Do I understand correctly that the casino confiscated your winnings?
  • Did you accumulate your winnings with or without an active bonus?
  • Did you receive any explanation regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina


Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

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7 months ago
Translation

They froze my coins, I didn't play with bonuses, and the manager said they won't pay me because there was fraud, several players on the same IP and that's a lie because I live alone and I only have this account.

Automatic translation:
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7 months ago

Thank you for your reply, michelealmeida9. Is there any chance that you and someone else accessed the casino from the same IP address at some point?

Could you please advise if you passed the verification?

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7 months ago
Translation

I don't think so, because I live alone, and I don't share Wi-Fi, I contacted her via WhatsApp, now she says I demanded money from the blogger, it's all a lie

Automatic translation:
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7 months ago

Thank you very much, michelealmeida9, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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6 months ago

HI michelealmeida9,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Casino Columbus to join the conversation and contribute to the resolution of this complaint.

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6 months ago

We would like to ask the 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’ which may negatively affect its rating.

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6 months ago

Hi michelealmeida9,

I have tried to contact the casino repeatedly but had no success. The casino seems to be closed. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. If the casino representatives decide to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter


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6 months ago

We’ve reopened this complaint at the request of Casino Columbus. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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6 months ago

Dear Peter,


Thank you for reopen this complaint. I passed on all the information for more detailed review and requested details. I will definitely return as soon as I receive a response from our security service. Thank you again for the opportunity to look into this situation




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6 months ago

Thank you Casino Columbus team,

We are looking forward to any news.

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6 months ago

Dear all,


Thank you for waiting for an answer. It took us more time to review the complaint in detail, since the project in question - Columbus - was closed 4 years ago. The statute of limitations for this complaint has also expired - it was received by us even before the project was closed. Also, there is currently no such user in our database


Therefore, you understand that we cannot help the player in any way - the statute of limitations for the complaint has long expired. If there is any way we can help further, please let me know


Sincerely,

Casino Columbus

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6 months ago

Thank you Casino Columbus team for your reply. The complaint seems to have been submitted incorrectly.


Dear michelealmeida9,

Since the complaint was submitted to the wrong casino, we will have to add the correct one to our database. This will take a couple of days. I will keep you updated.

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5 months ago

Hi michelealmeida9,

I'm afraid the casino's website you played in is currently down so this may take a while until we will be able to add it to our database. We will notify you when the situation changes.

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5 months ago

Hi michelealmeida9,

Unfortunately, the casino website is still down and we can't access it to add it to our database. We will close the complaint as unresolved. Should the website start working again, please let us know and we will reopen the complaint and continue investigating. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

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