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Hello esteemed CasinoGuru, I had been playing at this casino until yesterday, everything was fine. All of my documents have been verified and I've made several deposits. Yesterday, 03.01.2024, I requested a withdrawal and waited. Today, I attempted to log into my account and encountered an error. When I contacted customer support, they claimed they had sent a message stating my account had been blocked. However, I never received such a message. When I informed them of this, they immediately logged me in to find a notice saying they had blocked me and nullified my winnings, stating they won't pay out. It's outrageous! Please help me recover my money. I was playing on this platform because it is highly rated by you, but it turns out they're trying to keep my winnings for themselves.

Здраствуйте уважаемая CasinoGuru играл я в этом казино до вчерашнего дня всё было нормально документы все провереные мои делал вывод много депозитов ,, вчера 03,01,2024 сделал вывод ждал ,,, сегодня хотел войти в аккаунт выдает ошибку написал службе поддержки сказали якобы отправили сообшения что моя учетная запись блокирована но такого сообшени не было я им саазал об этом и они отправили в эту минутут захожу а там написана что она блокировали меня и аннулировали мои деньги и не будут платить ,, какой то беспредел помогите пожалуйста получить мои деньги играл я тут потому что у вас большая оценка на неё а оказалось они хотят взять мои деньги себе

Dear Arm009,

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. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Do I understand correctly that €459 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I played different sports games and slots in casinos and also won in different ways, but they made up a fairy tale and say that I made some kind of arbitrage bets, but I don’t even know what that means, correspondence is only via chat and they don’t answer emails, dear Kristina, before that, I played for a couple of months and lost twice, I withdrew this was the third time, they probably didn’t like that I won, yes, I made a withdrawal, but they didn’t reach me and then sent these messages and sent them after I started to wonder why I was blocked this can be seen from correspondence with online chat

я играл в разные игры спорт и слоты в казино и выйгрывал тоже по разному но они сочинили сказку и говорят что я делал какие то арбитражные ставки но я даже не знаю что это значит ,, переписка только с чатом а на почту не отвечают уважаемая Kristina , до этого пару месяцев играл и проигрывал два раза выводил это был третый раз наверно им не понравилось что я выйграл , да деньги я сделал вывод но они не дошли до меня и отправили потом это сообщения и отправили после того как я начел интересоватся почему я в блокировке это видно по переписке с онлайн чатом

Yes, I forgot to say I didn’t take any bonuses, I only played for real money

Да забыл сказать бонусов я ни каких не брал играл на реальные деньги только

Thank you for your reply, Arm009. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

What does it mean ? If I played in a casino but also placed bets, then you will not interfere? I played slots and sometimes placed bets, but the casino made up a fairy tale knowing that you will not help players like me? They blocked me after I lost a lot of money in slots and then placed a couple of bets and blocked everything,, first you clarify, let them prove to you that I am guilty and placed bets as they say "wrongly", violating their laws

And if after all this you don’t want to help, then recommend sites that really stand for justice

Что это значит ? если я играл в казино но и ставил ставки то вы не будете вмешиватся ? я в слоты играл и иногда ставил ставки но казино сочинила сказку зная что вы не будете помогать таким игрокам как я ? Они заблокировали меня после того как я проиграл много денег в слотах а потом поставил пару ставок и всё заблокировали ,, сперва вы уточните пусть они вам докажуть что я виновен и ставил ставки как они говорят" неправильно " нарушая их законы

И если вы после всего этого не хотите помочь то посоветуйте сайты которые и вправду за справедливость

Please understand that you were accused of using a sports betting strategy - arbitrage, which means that the casino closed your account because of the betting pattern you used in the sports betting section.

Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.