Loco777 Casino - Spillerens saldo er blevet konfiskeret.

I made a deposit of 100 and started playing. Everything was going well; I was winning. I left one game to enter another on the same Spadegaming fishing network. When I entered, it asked me how much I wanted to bet from my balance, but when I tried to enter it, it froze and displayed an error message. I only had 0.27 cents left. The shots there are for 1. Then I tried to log in to see what had happened, and I was supposed to be unable to enter the game without a balance. Well, I logged in with the 0.27 cents, and they were taken from me too. That amount does appear in the history, but nothing about my other balance of 659 that I had initially is shown. I have proof of my entire betting history, withdrawal history, and support messages, but they didn't resolve my problem.

Realize un deposito de 100 y empecé a jugar tod iba bien iba ganando, me salgo de un juego para entrar a otro de la misma red de fishing de spadegaming y entro y me sale para que ponga con cuanto cantidad quiero jugar de mi saldo y cuando lo iba a poner se trabo me decía error y ya solo tenia 0.27 centavos, hay los disparos son de 1, luego intente entrar aver k había pasado y se supone k no puedo entrar al juego sin saldo, pues entro con los 0.27 y también me los quitaron, eso si aparece en el historial pero no sale nada de mi otro saldo de los 659 k tenia al principio, tengo pruebas de todo historial de apuesta y historial deretiros y de soporte qué no me resolvieron mi problema

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Lizysolis777,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've encountered with your online casino experience.

To help us better understand the situation and assist you effectively, could you please provide answers to the following questions?

• Did this error happen during an active bonus or not?
• Do you have screenshots or any documentation regarding the error message?
• Were you able to contact the casino support team about the problem? If so, please post screenshots of your communication with them. You can also forward any correspondence to jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Jean

No, the money that disappeared was my real account balance. I wasn't playing with any active bonuses or promotional money.

"The system didn't display an error message on the screen; it simply deleted the money when loading the game. However, I've already attached a screenshot of my casino betting history. This image clearly demonstrates the system error: it shows that I started the Fishing War session with only $0.27, when my actual balance was $659 MXN shortly before. The casino software either skipped or failed to register the $659 MXN when opening the game interface, and it's worth noting that I didn't make any withdrawals!"

Yes, I contacted them several times. First, a live chat advisor admitted the system error and promised a full refund within 24 hours. That deadline has passed, and the money never arrived. When I contacted support again to complain, the new advisors ignored me, made me explain everything from scratch, or gave me the runaround without resolving anything. As an additional security breach, the support agents demanded my account password to review my case.

No, el dinero que desapareció era saldo real de mi cuenta. No estaba jugando con ningún bono activo ni dinero de promoción.

"El sistema no arrojó un mensaje de error con texto en la pantalla, simplemente borró el dinero al cargar el juego. Sin embargo, ya adjunté la captura de pantalla de mi Historial de Apuestas del casino. En esa imagen se demuestra perfectamente el error del sistema: muestra que inicié la sesión en Fishing War con solo $0.27 centavos, cuando mi saldo real poco antes era de $659 MXN. El software del casino simplemente se saltó o no registró los $659 MXN al abrir la interfaz del juego, y cabe resaltar qué no realice ningún retiro!!

Sí, los contacté varias veces. Primero, un asesor del chat en vivo admitió el error del sistema y me prometió un reembolso total en un plazo de 24 horas. Ese plazo ya venció y el dinero nunca llegó. Al volver a contactar al soporte para reclamar, los nuevos asesores me ignoran, me hacen explicar todo desde el principio o me dan largas sin resolver nada. Como mala práctica adicional de seguridad, los agentes del soporte me exigieron que les diera la contraseña de mi cuenta para poder revisar el caso.

Case update: Loco777 casino support is asking for my password again, supposedly to check my balance of $659 MXN. I refused for security reasons. I've attached a screenshot as proof of their unethical practices and pressure on users.

Actualización del caso: El soporte del casino Loco777 me está pidiendo otra vez mi contraseña para supuestamente revisar mi saldo de $659 MXN. Me he negado por seguridad. Adjunto la captura de pantalla como prueba de sus malas prácticas y presión hacia el usuario.

Urgent update: Loco777 casino has not honored the promised refund. Furthermore, after requesting my password, an unauthorized login was logged from Singapore on June 14th. Current support is pretending to know nothing about the Fishing War technical case [2026-06-11]. I request that you demand the return of my 659 MXN directly from the administrators.

Actualización urgente: El casino Loco777 no cumplió con el reembolso prometido. Además, tras pedirme la contraseña, se registró un inicio de sesión no autorizado desde Singapur el pasado 14 de junio. El soporte actual finge no saber nada del caso técnico de Fishing War [2026-06-11]. Solicito que exijan la devolución de mis 659 MXN directamente a los administradores.

Dear Lizysolis777

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Štefan, (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Lizysolis777,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Loco777 Casino to join this conversation and assist in addressing the complaint.

Dear Loco777 Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 Lizysolis777,

I have tried to contact the casino repeatedly but had no success. 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. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru