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Good Evening.

they closed my account when I made a withdrawal request of 500 euros.

they told me at the beginning that my ascension has been completed. They told me this for a week.

and suddenly they told me that they closed my account because I violated term 9.1. I read these terms and I have not violated any of them! after a discussion they told me that I took money from another person's bank. I, however, was withdrawing from my own bank.

then they told me that I had created an account in the past and had violated the terms. I never had an account with the company. I asked them for proof and they didn't give me any! they gave me my last deposit back but it's only 37 euros.My deposit is over 500 euros. they keep making fun of me, I'm still waiting for requests after so many days and they tell me to wait! I'll also send you some details so you can see for yourself! i have more about them!

Dear thanospatras,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings of 500€ with a casino bonus?
• Could you please once again confirm to me you deposited in the casino purely using a payment method that belongs to you?

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,

Tomas

Yes, there is another person in the house where I live, we are a family of 4, everyone can have an account. Even my wife has an account.

No. my profits are purely from my own deposit.

Yes, I made a deposit with my own card only.

The company didn't even ask me for identification. I would also like to say that the company has been taunting me for a week as you have seen in what I sent you that the deposit is complete and I have to wait for the money in my account.

Lies as they lie about the 2 reasons they took my account.

Nowhere in their terms does it say that if I previously had an account they can confiscate my account funds. I never had an account with this company.

Ναι υπάρχει και άλλος άνθρωπος στο σπίτι που ζω είμαστε μια 4 μελης οικογένεια ο καθένας μπορεί να έχει λογαριασμό. Ακόμα και η γυναίκα μου έχει λογαριασμό.

Όχι.τα κέρδη μου είναι καθαρά από κατάθεση δική μου.

Ναι έκανα κατάθεση με δική μου κάρτα και μόνο.

Η εταρεια δεν μου ζήτησε καν ταυτοποίηση. Επίσης θα ήθελα να πω πως η εταρεια επί μία εβδομάδα με κορόιδευε όπως έχετε δει σε αυτά που σας έστειλα ότι η κατάθεση έχει ολοκληρωθεί και πρέπει να περιμένω τα χρήματα στο λογαριασμό μου.

Ψέματα όπως ψέματα λένε και για τους 2 λόγους που μου πήρανε το λογαριασμό.

Στους όρους τους δεν λέει πουθενά ότι εάν είχα παλαιότερα λογαριασμό μπορούν να κατάσχουν τα χρήματα του λογαριασμού μου. Εγώ δεν είχα ποτέ λογαριασμό στην εταρεια αυτήν.

Could you please advise if you played exclusively from your devices in the casino? Have you activated and played with bonuses in the casino? Have you benefited from loyalty offers in the casino, please? Who in your household has created an account in the casino first to your knowledge?

I don't remember if I got a bonus.

I definitely didn't win the bonus money though.

I play on a shared computer that everyone in the family has access to. I don't know if my wife also played from this computer.

And I don't know who made an account first.

I don't even keep minutes!

It has nothing to do because I did not deceive anyone.

If they don't give me my money back or my earnings I will file a complaint against everyone.

I won't sit around waiting. I got bored

Δεν θυμάμαι αν έχω πάρει μπόνους.

Πάντως σίγουρα δεν κέρδισα τα χρήματα με μπόνους.

Παίζω από κοινόχρηστο υπολογιστή που έχουν πρόσβαση όλοι η οικογένεια. Δεν ξέρω εάν έπαιξε και η γυναίκα μου από αυτό τον υπολογιστή.

Και δεν ξέρω ποιος έκανε λογαριασμό πρώτος.

Δεν κρατάω και πρακτικά!

Δεν έχει καμία σχέση διότι εγώ δεν εξαπάτησαν κανέναν.

Εάν δεν μου δώσουν τα χρήματα μου πίσω η τα κέρδη μου θα κάνω καταγγελία προς άπαντες.

Δεν θα κάτσω να περιμένω. Βαρέθηκα

I want you to tell me which competent authority is monitoring them and which country it comes from, I want to sue the company.

I can't. They've been making fun of me in the emails since this morning, telling me that I've made a deposit from another bank when I haven't. They've pissed me off and I want to take it to the extreme.

Θέλω να μου πείτε πια αρμόδια αρχή τους ελενχει και από πια χώρα προέρχεται θελω να κάνω μηνύσεις στην εταρεια.

Δεν μπορώ με κοροϊδεύουν στα εμειλ σήμερα από το πρωί μου λένε πως έχω κάνει κατάθεση από άλλη τράπεζα ενώ εγώ δεν έχω κάνει με έχουν νευριάσει και θέλω να το φτάσω στα άκρα.

yes, guys, do something, as fast as that, nothing happens!

ναι παιδια καντε λιγο ποιο γρηγορα δεν γινεται ετσι τιποτα!

Thank you very much, thanospatras, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

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

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

Thank you!

I don't think they will even answer! they are afraid because I have not done anything of what they accuse me of. They sent me my deposits and as I can see they are all from my card!

I have never made another account with this company, so they are hiding!

δεν νομιζω να απαντησουνε καν! φοβουντε γιατι δεν εχω κανει τιποτα απο αυτα που με κατηγορουν. μου στειλανε τις καταθεσης μου και οπως βλεπω ειναι ολες απο την καρτα μου!

εγω δεν εχω κανει αλλο λογαριασμο ποτε σε αυτην την εταρεια οποτε κρυβονται!

Dear Casino Guru,

We have forwarded your request to the appropriate department to clarify the situation.

As soon as we have updates, we will immediately get back to you with an answer.

Thank you for your understanding and cooperation.

Best regards,

Mr.Pacho casino.

Dear Casino Guru,

Thank you for your request.

We would like to inform you that after a thorough review, the player's account has been closed due to violation of rule 9.1.

We are sending the rule for review.

The player's email address has been blacklisted to prevent new accounts from being created.

Thank you for understanding and cooperation.

With best regards,

Mr.Pacho casino.

Thank you for the update MrPacho Casino Team.

I'd like to ask if you could provide evidence of the fraudulent activity to my email. (peter.c@casino.guru)

Thank you in advance for your cooperation!

1st since I never played in your casino again how did I get blacklisted and what did I do>

2nd the money because you confiscated it from me

3rd, why don't you give the details and keep saying that you decided and ordered this to be done?

1ων εφοσον εγω δεν ξανα επαιξα στο καζινο σας πως μπηκα στην μαυρη λιστα και τι εκανα>

2ων τα χρηματα γιατι μου τα κατασχεσατε

3ων γιατι δεν δινετε τα στοιχεια και λετε μονιμος οτι αποφασισατε και διαταξατε να γινει αυτο?

and what's more, because for so long you've been making decisions and saying that I once made a payment from 3rd party after I had an account with your company and violated your rules with this account!

I would like everything to be published here so that I can also have a picture because I am the one directly interested!

και κατι ακομα γιατι τοσο καιρο αλαζετε τις αποφασεις και λετε οτι μια εκανα πληρωμη απο 3ους μετα οτι ειχα παλια λογαριασμο στην εταρεια σας και παραβιασα με αυτον τον λογαριασμο τους κανονες σας!

θα ηθελα να δημοσιευτουν ολα εδω ωστε να μπορω να εχω και εγω εικονα διοτι ειμαι ο αμεσα ενδιαφερομενος!

Dear Casino Guru,

We will collect all possible information about the player and send it to you by email.

Thank you for your understanding and cooperation.

Best regards,

Mr. Pacho casino.

As a casino guru, does the answer cover you? Why shouldn't I know what happened?

2nd I want you to tell me the competent authority that controls them. I want to file a complaint. They don't get to do whatever they like in here. It really is very bad not only for the players but also for them.

Σαν casino guru σας καλύπτει η απάντηση? Γιατί εγώ δεν πρέπει να ξέρω τι έγινε ας πούμε?

2ων θέλω να μου πείτε την αρμόδια αρχή που τους ελενχει.θελω να κάνω καταγγελία. Δεν γίνετε να κάνουν ότι γουστάρουν εδώ μέσα. Πραγματικά είναι πολύ κακό όχι μόνο για τους παίκτες αλλά και για αυτούς τους ίδιους.

Dear thanospatras,I understand your point of view and would like to provide you with more information, but due to policies that casinos, as well as our company, must follow, such information cannot be shared. I will await the evidence from the casino and continue the investigation.

Until then, if you wish to raise a complaint to the licensing authority the casino operates under, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicenses.com) and submit a complaint to them.

Ok, until Tuesday I'm patient and waiting for my money, which they basically stole from me and they don't give it back. if I haven't I have made a direct complaint there. and I would like casino guru to send me what I have done when you have an answer thank you.

Οκ λοιπόν μέχρι την Τρίτη κάνω υπομονή και περιμένω τα λεφτά μου που στην ουσία μου έκλεψαν και δεν τα δίνουν πίσω. εάν δεν τα έχω κάνω απευθείας καταγγελία εκεί.και θα ήθελα καζίνο guru να μου στείλετε και σε εμένα το τι έχω κάνει όταν έχετε απάντηση ευχαριστώ.

Dear representative of Casino Guru,

We hope you are doing great!

We would like to inform you that all information about the client has been sent to your email.

Thank you for understanding and cooperation!

With best regards,

Mr.Pacho casino

can i find out too or is this also hidden?

μπορω να μαθω και εγω η και αυτο κρυφο ειναι?

will i get an answer what is going to happen?

θα παρω μια απαντηση? τι θα γινει?

Thank you for providing the evidence MrPacho Casino representative.

Dear thanospatras, the casino has provided me with evidence that you have used a credit card not belonging to you. It is an industry standard that you should be using only accounts belonging to your person and funds that you have acquired yourself and not receive any funds from a third party to use at the casino. I recommend that you refrain from using such accounts or funds in the future to prevent situations like this.

Due to the aforementioned reasons, this complaint will now 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.

Dear representative of Casino Guru,

We hope you are doing great!

We are working on your request and will be happy to inform you as soon as we have something new regarding this situation.

Thank you for understanding and cooperation!

With best regards,

Mr.Pacho casino

Dear all,

Thank you for providing additional details.

For us to investigate the matter, we kindly ask the customer to provide us with the same proof that was provided to Casino Guru.

Thank you in advance.

MrPacho Support

Where do you want me to send it?

Που θέλετε να σας το στείλω?

Dear thanospatras, I would recommend contacting casino support about this issue and providing the documents there but you can post what you have sent me here as well and I will private the post so only parties involved in this complaint can review the information.

Thank you in advance for your cooperation!

I'm going to email it to service I'm trying to upload it here and it won't let me. Just for the company to check

Θα το στείλω με εμειλ στην εξυπηρέτηση προσπαθώ να το ανεβάσω εδώ και δεν με αφήνει. Απλά η εταρεια να το ελέγξει

I sent them the day before yesterday and I haven't received any response, I told them to respond here so we all know what happened.

Εγώ τα έστειλα προχθές και δεν έχω λάβει κάποια απάντηση τους είπα να απαντήσουν εδώ ώστε να έχουμε όλοι γνώση του τι έγινε.

Dear thanospatras,

Thank you for your reply.

We would like to inform you that we are working on your question.

Do not worry, please wait for a response.

Hope for your understanding and cooperation.

With best regards,

Mr.Pacho Casino.

Dear all,

Hope you are doing well.

We would like to inform you that we need a little more time to process this request.

We look forward to your understanding and cooperation.

With best regards,

Mr.Pacho Casino.

3.5 months have passed since the incident, how long are we still waiting for? It is obvious that you are not right? That is, what should be done?

εχουν περασει 3.5 μηνες απο το συμβαν ποσο ακομα να περιμενουμε το προφανες το οτι δεν εχετε δικιο?δηλαδη τι πρεπει να γινει?

Hello everyone,

Trust you are in good health.

We wish to notify you that additional time is required to handle this request.

Your understanding and cooperation are greatly appreciated.

Best regards,

Mr. Pacho Casino.

You have been harassing me here for 4 months for no reason and no reason and I still haven't received the money. and you kept asking for time. what's going to happen, 4 months have passed without a reason, do something!

με ταλεπωρειτε εδω και 4 μηνες χωρις λογο και χωρις αιτια και ακομα τα λεφτα δεν τα εχω παρει. και ζητατε συνεχεια χρονο. τι θα γινει εχου περασει 4 μηνες χωρις λογο και αιτια φτανει καντε κατι!

Dear all,

Trust this message finds you in good health.

Kindly be advised that we require additional time to handle this request.

Your understanding and cooperation are greatly appreciated.

Best regards,

Mr. Pacho Casino.

Dear all,

We are sincerely grateful for your patience and cooperation.

We would like to inform you that the player's account has been reopened at the moment, and we will return the funds to the player's balance in the near future. This will take some time, but we will try to process it as soon as possible.

Hope for your understanding.

Best regards,

Mr. Pacho Casino.

my account is not open! i try to communicate with you via live chat but support emploeys transfer me all the time to other employ. what i can say now?

Dear thanospatras,

Thank you for your reply.

As mentioned above, your gaming account has been successfully re-opened at our casino. The funds will be credited to your balance shortly.

Hope for your understanding.

Best regards,

Mr. Pacho Casino.

good evening, the account was actually opened, the money came in, but I can't make a withdrawal, it tells me that I have to play 1x the amount

I don't want to play the whole thing! why are you doing this since I have turned over all this money in the past?

καλησπερα οντως ανοιξε ο λογαριασμος μπηκαν τα χρηματα αλλα δεν μπορω να κανω αναληψη μου λεει οτι πρεπει να παιξω χ1 φορα το ποσο

εγω δεν θελω να παιξω ολο το ποσο! για ποιο λογο γινετε αυτο απο την στιγμη που στο παρελθον εχω τζιραρει ολα τα χρηματα αυτα?

Dear thanospatras,

Thank you for your reply.

We have decided to make the withdrawal manually. You will receive an email shortly where our team will request your bank details for a successful transfer.

Hope for your understanding.

Best regards,

Mr. Pacho Casino.

Thank you for the update MrPacho Casino representative!

Dear thanospatras, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

everything is fine, you can close the complaint since the job was done late! thank you very much!

ολα ενταξει μπορειτε να κλεισετε την καταγγελια εστω και αργοπορημενα εγινε η δουλεια!σας ευχαριστω πολυ!

Dear thanospatras,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter