Cusco Casino - Hráč nemá přístup ke svému účtu.

I created an account. During account creation I was told to create a password between 5-9 characters. I created a password with 6 characters. When I logged in, I made a deposit of £20, and opened up a casino game, but my browser had some problems with the game so I wanted to switch browser. I came back to the loginpage and was told that the password needed to be minimal 8 characters which didn't made sense. (see screenshots).

I tried the "Reset Password" but it didn't work. I did never recieve any reset password email.

I contacted support, and told them what happened. They wanted me to send them an email about that I give them full responsibilities to create a password for me. By now I was very annoyed, and I didn't trust the casino with so many errors, so I asked for a refund.

Support contacted me and they CLAIM that I have played on their casino which I have NOT since the first game I wanted to try didn't work. I have told them the same thing four times but they refuse to listen, and they can not prove that I have played any game either, and I can't access my account because of the reasons I stated above.

Dear Oldfog,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino claims you lost your deposit? Did you activate any bonuses on top of your deposit?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi!

After I threatened the casino with casino.guru, they pulled back all the claims and admitted they were wrong. It seems they will refund me the £20. Let us close the case for now. I'll keep in touch if there will be more issues with them.

Thank you for your reply, Oldfog. I will close the complaint as soon as you confirm you received the deposit. Please keep me updated.

Dear Oldfog,

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.