Casinozer - Игрок запрашивает возврат средств после оформления депозита.

I deposited €537 today alone, and since a bonus was advertised, it says I should contact support to receive the free spins. There's no live support option on the site, and they don't respond to emails, even after multiple attempts.

I would most like to get my deposits back because this is completely unacceptable and, in my opinion, borders on fraud.

Ich habe alleine nur heute 537 Euro eingezahlt und da ein Bonus ausgeschriben wurde heißt es das man den support kontatieren soll um diese Freispiele zu erhalten. Auf der Seite ist kein Live Support zu finden und über Email reagiert man auch nicht auch nicht nach mehren Mails.

Amm liebsten würde ich meine einzahlunegn zurück erhalten weil so etwas geht gar nicht und grenzt meiner meinung schon Betrug.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Player,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

According to the promotional guidelines, the activation of the promo code requires you to contact customer support directly. I have checked the casino's website and noticed that the live chat feature is available in the bottom left corner of the page.

Have you tried contacting the live chat in order to activate the promotion?

Please let me know if there is anything else I can assist you with, or if this complaint may be closed.

Thank you for your understanding.

Attila

Dear Mr. Attila,

Thank you for your feedback.

As previously described, I tried to use the live chat on the website. The corresponding button is displayed in the bottom left corner of the page. However, when I click it, no chat window opens and nothing happens. I have attached a screenshot.

I use the Google Chrome browser and also tested Apple's Safari browser. The problem occurs in both cases. I don't have any ad blockers or other browser extensions installed.

Furthermore, I have repeatedly tried to contact support via email. However, these emails also seem to be not reaching you. I have attached a screenshot of this as well.

For this reason, I have not yet been able to contact customer support directly to have the promotional code activated.

I therefore ask you to investigate the matter further or to provide me with an alternative way to contact support.

Best regards

[Redacted]

Sehr geehrter Herr Attila,

vielen Dank für Ihre Rückmeldung.

Wie bereits beschrieben, habe ich versucht, den Live-Chat auf der Website zu nutzen. Der entsprechende Button wird unten links auf der Seite angezeigt. Wenn ich darauf klicke, öffnet sich jedoch kein Chatfenster und es passiert nichts. Einen Screenshot hierzu habe ich beigefügt.

Ich nutze den Google-Chrome-Browser und habe zusätzlich den Safari-Browser von Apple getestet. Das Problem tritt in beiden Fällen auf. Ein Ad-Blocker oder andere Browser-Erweiterungen sind bei mir nicht installiert.

Darüber hinaus habe ich mehrfach versucht, den Support per E-Mail zu kontaktieren. Diese E-Mails scheinen jedoch ebenfalls nicht bei Ihnen anzukommen. Auch dazu habe ich einen Screenshot beigefügt.

Aus diesem Grund war es mir bisher nicht möglich, den Kundensupport direkt zu kontaktieren, um den Aktionscode aktivieren zu lassen.

Ich bitte Sie daher, den Vorgang weiter zu prüfen oder mir eine alternative Möglichkeit mitzuteilen, wie ich den Support erreichen kann.

Mit freundlichen Grüßen

[Redacted]

Dear Player,

Thank you for your response. Have you tried reaching out to the casino via their official email address at [email protected]?

Thank you in advance for your reply.

I also tried to contact support via this email address.

Last contacted on January 26, 2026 and March 7, 2026, and I have not received any feedback to date.

Ich habe auch über diese email versucht den Support zu erreichen.

Zuletzt am 26.01.2026 und am 07.03.2026 und habe bis heute keine Rückmeldung erhalten

Here too I find a live chat icon, but no matter what I do, no live chat opens, regardless of which browser I use.

Auch hier finde ich ein Symbol mit Live-Chat und ich kann machen, was ich will, und egal welchen Browser ich nutze, es öffnet sich kein Live-Chat. 

Dear trendmensch,

Thank you for your reply. Could you please forward your communication with the casino directly to my email? You can reach me at [email protected].

Thank you for your patience and cooperation.

Dear trendmensch,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru