The player from Mexico was accused of fraud after providing documents to verify his account. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Zino Casino - Player was accused of fraud.
Black points: 671
Amount: $2,100
Zino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
THANK YOU SO MUCH:
I STARTED PLAYING IN THE CASINO AND LITTLE BY LITTLE I WAS WINNING AND LOSING, THE CASE IS THAT ONE DAY I STARTED PLAYING WITH .77 DLS AND FROM THERE ON I WAS WINNING UNTIL I REACHED 2800 DLS, LATER I KEEP PLAYING AND WHEN I WANTED TO DO ONE WITHDRAWAL THEY ASKED ME FOR DOCUMENTS, I ANNEXED THEM AND THEY TAKE ME A LONG TIME, THEN THEY AGAIN ASKED FOR DOCUMENTS AND IN THE END THEY TOLD ME THAT I HAD DONE FRAUD, THEY SENT ME AN INTIMIDATORY LETTER AND UNTIL TODAY NEITHER THE PRIZE NOR A REFUND THAT THEY WOULD GIVE ME.
Automatic translation:
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2 years ago
Dear HALIM,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you received any further explanation regarding this situation? What fraud have you been accused of?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Dear HALIM,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
At no time have I committed fraud, it is something that the application uses to not make payments, they could not prove what they say, because I have not done it, even so without granting I would like to see their evidence, since I have requested my refund again and Coincidentally, what was sent to an account that is not mine and does not correspond to the cards used.
Automatic translation:
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2 years ago
Thank you very much HALIM for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi HALIM,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Zino Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask Zino 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi HALIM,
I tried to get in touch with the casino repeatedly but without success. Since the casino has a fake license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.
Best regards,
Peter
