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theives. Made an account. Deposited 3k. Played for 5 hours. Then went to withdraw 3k and there refusing to pay me. As I had another account I closed down years ago. Disgusting business. Stealing from people

Dear Gregg,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with the casino.

To better understand the situation and assist you in resolving this issue, could you please provide more details about the following:

• Were you aware of the old account when you created the new one?
• Did the casino provide any specific evidence or details about why your withdrawal is being refused?
• Did you use any bonuses or promotions on the new account while playing? If so, were there any terms or wagering requirements attached to them?
• Have you attempted to communicate with the casino regarding this issue, and if so, what was their response?

If you have any additional emails, screenshots, or other relevant documentation, please feel free to forward them to petronela.k@casino.guru so we can review them thoroughly.

Your cooperation is vital for us to proceed with the case. Without further details from your side, we won’t be able to investigate the matter effectively or advocate on your behalf.

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

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 delightful holiday season, and we will get back to you as soon as possible.

Dear Gregg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I was aware I had closed my old account down 6 months ago as I didn’t use that email anymore. I didn’t know you couldn’t open a new account under the same name 6 months later. They let me deposit $3000. Then when I had a win and went to withdraw they closed my account down without letting me know until I asked how my withdrawal was going. Just plain thief’s. Shouldn’t be aloud to operate

Dear Gregg,

Thank you very much for your reply and for providing more details about the situation. To help us investigate further and address the issue effectively, could you kindly clarify the following points:

• Did you activate any bonuses on your new account after making the $3,000 deposit?
• Could you provide more information regarding the reason your previous account was closed? Additionally, do you have any evidence or communication with the casino from that time that might help?
• Were the same credentials (such as name, address, or payment method) used for both your previous and new accounts?

Thank you in advance for your reply.

Dear Gregg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.