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Hello, I made a deposit to this casino. After that I noticed that none of the games work in the casino, therefore I requested a refund via live chat. As I got no response, I requested it via email. I got no response from the casino, nor my withdrawal request was confirmed.

Very unfortunate that casinoguru promotes this casino on their page and says that it has a licence. Actually, casino does not have any licence.

Dear Inrel19,

Thank you very much for submitting this complaint. I am sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you contacted customer support?

Have you tried communicating with live chat during their working hours? On the casino website, there is the information that live support service is online every day from 09.00 to 01.00 CET.

Could you please confirm if you passed the full KYC verification?

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

Best regards

Veronika

Hello, I contacted them at about mid-day on Friday.

I have not passed the KYC.

And I have just checked the website, now when I try to log in it says account not active. So basically they just took my money and closed the account.

Before we proceed with your case, could you please forward me all the communication between you and customer support as well as any other evidence that could be relevant to our investigation? My email address is veronika.l@casino.guru.

Do I understand correctly that you did not play with the money you deposited at all?

I have sent you the requested information via email.

Yes, I have not placed a single bet in this casino.

The screenshots you provided us with show the balance of 0€. Live chat also claims that you have no balance because you played it. To continue with the investigation, we would need your gaming history in Excel format or at least the screenshot of your game history from your profile.

Yes, it shows 0€, because I requested a withdrawal since I have not received a single answer from them. You can clearly see it from the screenshots.

Thank you very much, Inrel19, for providing all the necessary information. 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 in the near future.

Hi Inrel19,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 5Bonuses Casino to the conversation to participate in the resolution of this complaint.

Upon reviewing our records, we discovered an error in the banking transaction we processed for you. We sincerely apologize for any inconvenience this may have caused.

Please be assured that we have rectified the mistake and the funds will be resent to your account within the next 24 hours.

Thank you for your understanding and patience.

Thank you 5Bonuses Casino team for your help.

Dear Inrel19,

Please let me know when you receive your funds.

Hello! It has been 24 hours already and I have not received the funds.

It has been more than 72 hours, no funds. Casino clearly lied again.

Dear 5Bonuses Casino team,

Could you please update us on the status of the withdrawal?

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.

Hi Inrel19,

Have you received your funds in the meantime?

Hello, no, I have not received my funds.

Hi Inrel19,

Unfortunately, the casino stopped responding. 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. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter