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I gambled my money, i won 70k and now they shut down my account, they don't reply to my messages. I don't even know why they deactivated my account.

Dear eikantask,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• Could you please clarify the disputed amount?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

I haven't complete verification because they didn't responce I was playing casino "Space Xy" account was created on 2024-03-02 I dont know about bonus I just got deposit bonus 20 eur and thats It and they fake theyre trust pilot and casinoguru banner about ratings

I want at least get back my 1k

Hi eikantask,

• Could you please clarify the disputed amount?
• How much was your active balance at the time of the account closure?

Thank you.

I had ove 70k eur i guess I want to get at leas my 2k eur, if i won't get back my 70k

Hi eikantask,

• I apologize, but could you please clarify how much was the balance of your account at the time the account was blocked?
• Also, can you explain why you are willing to accept less than the disputed amount?

Thank you.

It, was about 70k, I personaly don't think that they're giving my 70k back, I want tu get at least 2k because I need these money at this time fast

Hi eikantask,

Is there any relevant communication or supporting evidence that you'd like to share with us before we contact the casino directly? My email address is petronela.k@casino.guru.

Thank you.

I don't have any evidence. Beacause why would i need to screen shot my balance

Thank you very much, eikantask, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you eikantask for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Heybets Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hey Peter,

we actually have two problems here.

1. The User was shown a wrong balance amount (the 70.000$) because of a display issue. That was not his won money. And now after the fix of this issue the player claims that this was his money. This actually happened to 3-4 accounts of this user which leds us to the next problem.
2. The users account got closed due to a multi accounting breach of our terms.

I hope this helps.

Best

Thank you for the clarification Heybets Casino representative. Could you provide me with the evidence of multiple accounts to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

What are you talking about. I was playing games to win that money, and now you say that i was multiaccounting?, when i open tickets to ask about this theme you close my tickets you peace off

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.

The money was not yours. It was a technical error and it got fixed.

any proofs and I swear what i gambled it

Thank you for the clarification Heybets Casino representative. As mentioned before I would appreciate it if you could provide me with the supporting evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

What exact evidence do you want me to send here? As it was a technical error.

Best Regards

Send a report of a technical issues

Is there any way you can provide supporting evidence that the technical error occurred? Is it possible to find any report, statement from the provider, or anything else? Thank you in advance for your cooperation!

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.

Dear eikantask, as we have not received any response from the casino affiliate we are forced to close this complaint as 'unresolved' due to insufficient evidence. 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. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Heybets Casino. I have received the requested evidence that the technical error occurred and with this in mind, I believe the resolution was fair and this complaint will subsequently be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter