Обсуждение статьи: Правила рассмотрения жалоб (Страница 6)

But then I wonder not only that they block my account without explanation and by approving the verification they also refuse to pay the winnings without knowing the reason

Ma poi mi chiedo nn solo che mi bloccano accaunt senza spiegazioni e approvando la verifica di rifiutano anche di pagare la vincita senza sapere il motivo

In this case, I would resort to lodging a complaint because I don't think it's normal for them to block your account without giving a reason.

Our team will investigate the whole case and I believe they will find out why this happened.

Here is a link you can use.👈

I hope we can help you. 

Casino guru dont do much too help players and fairly resolve any complaint. They basically funded by the casinos too make it look like the casinos are some what legitimate

Are you judging based on the complaints you had with us?

We always try to help every player. I think that the reason why it was not possible to help you was always explained to you.

We are not an authority like a license, but a mediator who tries to help players.

It is necessary to realize this.

We have helped players get back more than $50 million, so I don't think what you are saying is entirely true. 

🔹 Text for Casino Guru (updated with Neteller account)

Title:

Casinia – rejected win 167,000 CZK, 4:1 rule not documented

Text / Description:

In September 2024, I won 167,000 CZK at Casinia. The first withdrawal was made to a third party account, the second withdrawal was made to my own Neteller account, which is fully in my name and should have been in accordance with the casino's rules. However, the casino denied my winnings, citing the 4:1 rule, which was never published or made available for viewing, and only returned 500 CZK to the third party account.

I am now the account holder and have full authority to request a full refund. The casino has been non-communicating and ignoring my requests for over a year.

I am attaching screenshots of the chat and email (without sensitive data) that demonstrate the casino's inconsistent behavior.

I request an immediate resolution and point out that such practices damage Casinia's reputation and are unethical.

🔹 Text pro Casino Guru (aktualizovaný s Neteller účtem)

Title / Název:

Casinia – zamítnutá výhra 167 000 Kč, pravidlo 4:1 nezdokumentováno

Text / Popis:

V září 2024 jsem vyhrála 167 000 Kč na Casinia. První výběr byl zadán na účet třetí osoby, druhý výběr byl na můj vlastní účet Neteller, který je plně veden na mé jméno a měl být v souladu s pravidly kasina. Přesto mi kasino výhru zamítlo s odkazem na pravidlo 4:1, které nikdy nebylo zveřejněno ani k nahlédnutí, a vrátilo pouze 500 Kč na účet třetí osoby.

Jsem nyní disponentkou účtu majitele a mám plné oprávnění požadovat vyplacení celé částky. Kasino nekomunikuje a ignoruje moje žádosti více než rok.

Přikládám snímky chatu a e-mailu (bez citlivých údajů), které dokládají nekonzistentní jednání kasina.

Žádám okamžité vyřešení a upozorňuji, že takové praktiky poškozují reputaci Casinia a jsou neetické.

Hi, I admit that I'm not very clear what you want to tell us here on the forum, but I understand that I'm solving a problem with the casino. I think it would be good to point out the fact that the forum as such is not a communication channel for resolving complaints and I don't think anyone from Casinia would respond to that here. Unfortunately.

I understand that it may not seem like it, but player complaints about casinos are handled by a special team in the form of a complaint thread. I assume that your response relates to a rejected complaint that was closed about six months ago.

At this point in time, I'm not at all sure if there's still a possibility to reopen the complaint if you now have some new ideas. For example, the aforementioned screenshots, which are really better left in a private complaint. But of course you have the option to try, the option is right in the original complaint, here 👈

Thanks for letting us know.

Ahoj priznám se, že mi není moc jasné, co nám tady na fóru chceš sdělit, ale chápu že řeším problém s kasinem. Myslím, že by bylo dobré upozornit na fakt, že forum jako takové není komunikační kanál k řešení stížností a nemyslím si, že by na to kdokoliv z Casinia tady reagoval. Bohužel.

Chápu, že to tak možná nevypadá, ale stížnosti hráčů na kasina řeší speciální tým a to formou vlákna stížnosti. Předpokládám, že Tvoje reakce se vztahuje, k zamítnuté stížnosti, která byla uzavřena cirka před šesti měsíci.

Při takovémto načasování, si nejsem vůbec jistá, zda je ještě možnost stížnost znovu otevřít, pokud bys nyní měla k dispozici nějaké nové podněty. Například ty zmíněné screenshoty, které je opravdu lepší nechat do soukromé stížnosti. Máš ale samozřejmě možnost to zkusit, ta volba je přímo v původní stížnosti, tedy zde 👈

Díky, že jsi nám dala vědět.

I play on the Nomini site and I am waiting for 3 withdrawals that were requested Oct 28th. I normally see my withdrawals within 24 hours, but presently it's been over a week. Support says they are back logged, behind in processing withdrawals.

This is the 2nd occurrence. Takes the fun out of playing when casinos drag their heels in paying.

It surely does take the fun out, as you say. Have they by any chance explained to you better what the issue is, or is it only due to the high volumes of withdrawals as mentioned?

Hello,

It was due to high volumes. I received my withdrawals today. Thank you so much.

Very nice!

I'm happy you got it. 🙂

You think after this experience you will still play here?

I withdrew money from a website under your supervision, but they withdrew my funds and did not transfer them to me. I want my money back, please.

Hello, I'm sorry this is quite confusing; can you kindly use names? Since we are not a casino, you surely can't get any money from Casino Guru.

So, what has happened and where? Is it related to the complaint submitted through Casino Guru?

The complaint is here 👈👈

Hello, I played at the Spinbara casino and lost a lot and asked to block my account 3 times. And nothing happened, so I played and won 105,000 CZK. And when I wanted to withdraw it, I can't even log in to the Spinbara website via Google. And they don't even communicate via email anymore. Please advise, thank you.

Dobrý den hrál sem v casinu spinbara a prohral hodne a zadal sem si o zablokovani uctu ato 3krat.a nic tak sem hral dal a vyhral sem 105000kc. A když sem síto chtěl vybrat. Tak se nemuzu ani přihlásit na stránky spinbara pres Google. A na emailu už ani nekomunikujou.prosim o radu děkuji.

Hello there.

Radka has already replied to you here. Let's keep it at one thread, please.

Hello.

It happened to me at the 7win.game.casino casino

I deposited 3000 Mexican pesos and I haven't received my reward, meaning I haven't received my share of the 10,000,000.00 I've earned.

And the truth is, it tells me to go to VIP2 to withdraw 10,000, but even then, I had to deposit more, and now it's asking me for more to withdraw 40 pesos, even though it requires 500 to withdraw 40 pesos. It's not fair, I want a refund, it's not fair...

Ola buenas.

Ami me pasó en el casino 7win.game.casino

E depositado 3000 peso mx y no me da mi recompensa osea de lo que e ganado de 10,000,000.00

Y la verdad me dice que para a vip2 para retirar 10,000 pero aún así pase por qué tuve que depositaras aún y ni así ora me pide más para poder retirar 40 pesos siendo que me pide 500 para poder retirar 40 pesos ja no es justo quiero un reembolso no es justo ........

Well, I'd say many have already seen your post, but so they don't realize it, then why do they steal from those who really need it? They stole 3,000 from me, and who's going to give it back to me? That's what I want to know. Why did they just make me deposit a lot of what I've earned, and that's what I earned according to what they say, because I know they won't give me 10,000,000.00? Imagine that! Haha, I doubt it, honestly. And even then, they ask me for more so I can supposedly withdraw it. No, honestly, it's not fair.

Pues yo diría que ya muchos an visto tu publicación pero para que no se den cuenta entonces por qué roban a los que enserio lo ocupan ami me robaron 3,000 y quién me los va a regresar es lo que quiero saber por qué nomás me isieron depositar mucho de lo que e ganado y eso que gane según lo que dice por qué yo sé que no me los darán 10,000,000.00 imagínense ja lo dudo la verdad rdad y aún así me piden más para segun poder retirarlos no la. verdad no es justo

Hi, of course it's not fair. You've fallen victim to a scam casino, so don't deposit any more money there. Unfortunately, I feel like there are more and more casinos like this nowadays, because there will always be someone who ends up depositing money and thinks they'll be able to withdraw as much as they managed to deposit. 

I always recommend that if a player is unsure, has high winnings, the casino is offering a big bonus, the player has to pay to withdraw or verify, they should come here and ask, write what's going on. 

Players often come here late, when something happens. It is almost impossible to get money out of such casinos, and you will probably lose what you put in there as well.

I am sorry to say this, but it is the truth.😕

I have absolutely no idea why Casino Guru even exists. They haven't helped me in any of my cases. My last complaint was about Robo Cat Casino. I was playing Wheel of Fortune during a free spin and it landed on the jackpot. That means I won €1000. For 40 days, I tried to get my winnings into my player account. For 40 days, I had to listen to the live chat telling me it was being processed, that I was a priority, and that it wouldn't be long. Emails were either ignored or they pretended to know nothing about it. After 42 days, my account was blocked without any explanation.

I sent Casino Guru a screenshot showing that the wheel stopped on the jackpot field. I also emailed Casino Guru the live chat logs, which clearly show how the casino is deliberately scamming and stalling me. I informed Casino Guru that my account was blocked without reason.

Casino Guru's answer is as follows.

I have thoroughly examined your case and, after careful consideration, have come to the conclusion that the evidence you have kindly provided is insufficient to support your claim or to successfully challenge the casino's position.

Furthermore, your account was closed due to an administrative decision by the casino. Since there were only a few cents remaining in the account at the time of closure, the chances of success in this matter are significantly limited. As the casino operates for profit, it is entitled to refuse service to a customer. For this reason, we cannot contest the closure of your account.

I'm speechless. I won €1000 and the casino refuses to give it to me. They're trying to drag it out until I give up. When they realize that's not working, they close my account. I'm providing Casino Guru with all the evidence, which clearly shows that my complaint is more than justified. You can see the response I received.

Like I said, I'm speechless.

Ich weiss überhaupt nicht warum es Casino Guru überhaupt gibt. In keinem meiner Fälle haben sie mir weiter geholfen. In meiner letzten Beschwerde ging es um das Robo Cat Casino. Ich habe in einem Freispiel in dem Spiel Wheel of Fortune das Rad gedreht und es ist beim Jackpot stehen geblieben. Das bedeutet ich habe 1000 Euro Gewonnen. 40 Tage lang habe ich versucht mein Gewinn auf mein Spielerkonto zu bekommen. 40 Tage lang musste ich mir im Live-Chat anhören das es Bearbeitet wird, das ich Priorität bin und das es nicht mehr lange dauert. Emails wurden entweder garnicht beantwortet oder sie haben so getan als wüssten sie von nichts. Nach 42 Tagen wurde mein Konto ohne Grund gesperrt.

Ich habe Casino Guru ein Screenshot geschickt wo man sieht das das Rad auf dem Jackpot Feld stehen geblieben ist. Ich habe Casino Guru die Protokolle aus dem Live-Chat per Email geschickt, wo man sieht wie das Casino mich regelrecht Verarscht und hin hält. Ich habe Casino Guru geschrieben das mein Konto ohne Grund gesperrt wurde.

Die Antwort von Casino Guru lautet wie folgt.

Ich habe Ihren Fall eingehend geprüft und bin nach sorgfältiger Abwägung zu dem Schluss gekommen, dass die von Ihnen freundlicherweise vorgelegten Beweise nicht ausreichen, um Ihre Behauptung zu untermauern oder die Position des Casinos erfolgreich anzufechten.

Darüber hinaus wurde Ihr Konto aufgrund einer administrativen Entscheidung des Casinos geschlossen. Da sich zum Zeitpunkt der Schließung nur noch wenige Cent Guthaben auf dem Konto befanden, sind die Erfolgsaussichten in dieser Angelegenheit erheblich eingeschränkt. Da das Casino gewinnorientiert arbeitet, ist es berechtigt, einem Kunden die Dienstleistung zu verweigern. Aus diesem Grund können wir die Schließung Ihres Kontos nicht anfechten.

Da fehlen mir die Worte. Ich Gewinne 1000 Euro und das Casino will es mir nicht geben. Die versuchen es so lange hin zu ziehen bis ich Aufgebe. Wo die merken das klappt nicht, schließen sie mein Konto. Ich lege Casino Guru alle Beweise vor, wo man eindeutig erkennt das meine Beschwerde mehr als berechtigt ist. Die Antwort die ich bekommen habe sehen sie ja.

Wie gesagt, da fehlen mir die Worte

Unfortunately, if the evidence we receive is insufficient, we are unable to help, as it happened in your case as well.

We have a dedicated team that investigated your case thoroughly and had to come to this decision.

You are a neutral party, so let's avoid injustice. I told you before that I have always complied with the casino's terms and conditions and I know them well. The requirement to place a $5 bet is only for solo games. I have been with this casino for about three years and have received many bonuses. I always bet the bonuses in the same way, which is in accordance with the terms, and I receive and withdraw my winnings. I have received and withdrawn my winnings to my account several times, except this time. I don't know what the problem is with confiscating them. Is it a personal issue with my account manager, since we had a fight and he incited the administration against me, or something else? I don't know the reason. As I told you, I have adhered to the terms and conditions and have not violated them. What is happening now is an injustice against me. If you want to help them confiscate my money, I should just remain silent and leave all these sites and keep quiet. I have no other choice. In the end, you have helped this site confiscate my money unjustly. Goodbye.

@casino lucky dreams .

The worst website in the world