Casigood Casino - Hráč žádá o vrácení vkladu.

I closed my account twice, self excluded asked it to be forever, i explained to them my gambling issues. Twice they re opened my account, most recently it was closed on the 26th of nov and re opened on dec 8, this is a breach of irresponsible gambling and i would like the money refunded. Everytime i did play even if i won they rejected my withdrawals ten times, many thanks

Dear Lily1414,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and this is what I found:

 „If you think that you need to take a break, then write to our Support Service, and we will disconnect you from the service for a while. Please note that account blocking, in this case, is possible only after a call from the support manager to the account owner."

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

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,

Kristina

Hi i have emailed you, many thanks

Thank you for your reply, Lily1414. Do I understand correctly that the account has been closed since November 16? Or do you currently have access to your account?

The account was closed on 16th november but they allowed me to deposit on 21st november. I then asked for self exclusion forever on 26th november, it was closed, they then allowed me to deposit around 1000pounds on 8th and 9th of december. At present i believe my account is closed, many thanks

Thank you very much, Lily1414, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Lily1414,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank u

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.

Hi thank you trying to help. I stupidly have re opened my account on another three different occasions and deposited money. I told them everytime about my gambling issues and to close it forever. Someone did ring me and basically said it was my fault as i chose to re open my account. I have now spoke to my bank so no gamblingvtransactions are made, but i dont think casigood should be able to do this

Dear Lily1414,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

As for now, I can only recommend you to check our education material and do you best to refrain from gambling in any form.

Best regards, Jozef