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Hello, where can I file a complaint because the casino cheated me?

Dear marcelinaolichowska0,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

• Has your Casino account been successfully verified in the past?
• Did you accumulate your winnings with or without an active bonus?
• Is your account currently accessible?

If there is any relevant communication between you and the casino that might provide insight into this issue, please promptly forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I already describe the whole situation, I made several deposits and won a lot of money, I didn't have an active bonus, I asked to withdraw the money, 2 days passed and my account was closed for no reason, so I wrote to the online casino and they replied that I suddenly had to verify my account, so I sent all the I submitted the documents 2 months ago and I have not received any response

and when I want to find out more, each time they write to me that the verification takes place on the second day, they write that they did not receive the documents, on the third day the verification takes place, the documents have arrived, and the next day they say that they have not arrived, and for two months now it is still as if they wanted me. get rid of it and that I should contact you by email and the best thing is that I have already sent 10 emails and haven't received a single reply

Thank you very much, marcelinaolichowska0, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 marcelinaolichowska0,

My name is Michal and I will be assisting you in your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Vinyl Casino,

Could you possibly provide additional information regarding the case and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello, my verification takes a very long time, they did not give a reason why it takes so long to contact them via chat, but they keep trying to get rid of me and wait for the email, and it happens every time, and when I send an email, they reply once that my documents are being verified, but no longer. 2 months

all the documents were sent correctly, I don't know what the problem is, maybe the casino would have to pay me the winnings if they opened my account, but I didn't do anything wrong, maybe this is the casino's way of scamming people and then closing their accounts when they win something.

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 Customer,

Please note the following email regarding your complaint;

Thank you for reaching out. Please be informed that in order to complete verification, you need to provide the documents that we requested. We sent you an email with the documents that are missing, and would like to ask you to provide them. We will make sure to check them with priority when you send them.

Thank you in advance.

Best regards,

Dear marcelinaolichowska0,

could you confirm that you have received this email from the casino? Did you send the additional documents they asked for? I await your confirmation, and I am sure we will solve your issue together.

Dear marcelinaolichowska0,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.