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I made deposits at the casino after losing I deposited them on 4/24/2021 I won 17260 euros they only let me withdraw 2000 euros I made 3 withdrawals of 700,700 and 600 being a VIP client, 3 days passed and I contacted them via chat they told me that Only 57 hours had passed, the next day I verified my account and the 2000 euros had already disappeared, and not only that without the 15260 as well, today I have spoken with them and they say that I have played them, they sent me an email on Saturday to propose a insurance of 75% of the deposit and a refund of 500 euros, today April 26 they make me a bonus of 560 having to play 50 times 28,000 euros

Hice depositos en el casino despues de perder los deposito el dia 24/4/2021 gane 17260 euros solo me dejaban retirar 2000 euros hice 3retiros de 700,700y 600 siendo cliente Vip pasaron 3 dias y me puse en contacto con ellos via chat me dijeron que solo habian pasado 57 horas, al dia sigiente verifique mi cuenta y los 2000 euros ya habian desaparecido, y no solo eso sin los 15260 tambien, hoy he hablado con ellos y dicen que los he jugado, me enviaron un correo el sabado para proponerme un seguro del 75% de los deposito y un rembolso de 500euros, hoy 26 de abril me realizan un bono de 560 teniendo que jugar 50 veces 28000 euros

Additional comments from the player:

"I have tried to talk to them and they refer me to the manager who is on vacation they take your money and the plays never appear on their page, so just by saying that you have played it you cannot refute it, they keep the income money and the earnings"

Dear Joaquina007,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

An email has been sent to me but I cannot send it

Me ha es nviado un correo electronico pero no puedo enviarlo

I already have the document

Ya tengo el documento

As I attach the document

Como adjunto el documento

I'm very sorry but I haven't received any emails from you. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? 

Thank you very much, Joaquina007, for your game log. I have carefully checked the entire file and haven’t found a balance of €17,260. However, I have located €15,260 on the 22nd of April.

During the course of the game, even this balance has been played and eventually lost later that day.

Could you please forward any supporting evidence showing your requested withdrawal of €2,000 or an active balance of €17,260? Looking forward to hearing from you.

I send you the retio

Le envio el retio

To attach

Adjuntar

Dear Joaquina007,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.