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I deposited i played my play thru and for 3 years since april 2018 my money has been un my account and they wont let me withdraw. Most places i play blank out the games you can not play. Im pretty sure i did not play games i was not supposed to play. I played the playthru which was crazy amount . My money has been in account the past 3 years saying withdrawable amount of all but 50 bucks. And they just took it all when i tried to withdraw and left me my deposit??

Dear Pkazakos1,

Thank you for submitting your complaint. I’m sorry to hear about your negative experience. I can only imagine how frustrating it must have been for you to wait for your winnings for three years.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any explanation from the casino why your winnings have never reached you? Could you please advise if your account is still accessible? Do I understand correctly that your withdrawal is still pending inside your account and has never been processed? Could you please confirm that your account has been fully verified in the past?

I truly hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Pkazakos1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I tried to withdraw 3 years ago and they would not. And I'd sign in here and there it's been 3 years!! I put in request and they took all my money out except my deposit?? Why did they do that? I have screenshots and email too from them!! What and how do I send you the information I have.. on my account it shows no request too but it did show the balance u had and the chat conversation and emails from them. Where do I send!??

Ok I'll send you email they sent when you tell me where. Yes I can sign in. No it's not pending they took all my winnings and left just my deposit?? I don't understand that either! And it says says 11.22.21 withdraw request 1475. And it says approved?? Then below it same date says relined?? Then says manager request approved 1.00, them !anager withdraw requested 1.00, then coupon redeemed 1.00 and coupon requested I have screenshots.. all within a couple minutes of each other ..boom boom he took it all.. left me the deposit.. I requested a withdrawal and sent everything in 3 years ago and my money has been in there I was playing all week prior had it up more and then down my balance has been there 3 years. Why they say no request?

If you wish to forward any other supporting evidence or relevant communication, my email address is petronela.k@casino.guru. Thank you in advance.

Thank you, Pkazakos1, for all the forwarded emails. Do I understand correctly that 3 years ago you have been experiencing difficulties verifying your account but the winnings were accumulated in November 2021? It seems that your winnings have been voided due to an accusation of playing restricted games while completing bonus wagering, is that right?

No I played my play thru 3 years ago. And actually when I played in November my amount went down.. my play thru is what counts. That was done 3 years ago and I did not have to send them any documents at all this time .. they had all my information from 3 years ago I didn't send anything this time they have it all they've had it 3 years .? So 3 years ago I did not play video poker.. most places I play don't allow you to play the games your not supposed it tell s you when try to open that your playing with a bonus can't play this... Ibthey had no problem with documents 3 that's what they used this time I sent email.its a long one with a few emails in it.nmaybe you didn't get right one.ni can resend.. so that's false about my documentation too.

Thank you very much, Pkazakos1, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pkazakos1.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Could you please check the Pkazakos1's game log and share it with us?

Hello. Please, be aware that the player's faxback was approved in 2018, however since then she did not create withdrawal request.

We checked gaming history and found out that the customer played excluded games while bonus was active. Therefore winnings were voided and initial deposit which was placed to activate the bonus, returned to balance.

If you need any additional info, just let me know.

My withdraw request was from three years ago and never got anything and you guys had all my information, i sent copies of old emails to guru.. i never got it and the money playthru was done 3 years ago.. i recently requested it again and sent copies of emails to guru too. You guys took it all and keft me my deposit?? If thats what they were going to do why didnt they do that 3 years ago when i DID REQUEST WITHDRAW?? AND YOU HAD ALL MY INFO!! AND I NEVER GOT ANY OF IT AND YOU GUYS LET IT STAY IN MY ACCOUNT ALL THIS TIME? CRAZY.. AND NOT RIGHT I HAVE EMAILS PROVING IT.. STOP SAYING I DID NOT REQUEST WITHRDRAW I DID TOO..

Where are we at with my complaint? I emailed you the old emails showing you I had requested withdrawal before and never got it. My money was in account the past 3 years.. etc etc etc then they used all information I sent from 3years ago when I asked again thru chat and I sent that to you too. My play thru was done 3 years ago.?. Why was money in account? Why didn't I get my withdrawal 3years ago? And why did they take all my winnings from me and say I never put in a withdrawal at all? They are not perfect reputation at all in my book!! You seen then emails from them too.

If a restricted game was played I bet it was after the playthru or you didn't have it blanked out. If after playthru more than likely cuz you never gave me my winnings. Money was in there 3 years after my playthru was done!!! You'd think after playthru done I could play whatever with my winnings.. and All the casinos I play at blank out restricted games in a bonus playthru!!! Why did you say I never put withdrawal in ? When I did 3 years ago, I have the emails I sent them too. And you had all my info 3 years ago to send it too, but you never did!!! Why was it in my account? This is just wrong of you guys.. 3 years and you had everything including the withdrawal request from back then!! No perfect reputation for you guys !! 3 year delay?? When it was requested and emails sent to you with requested info,.for the withdrawal request.. it seems pointless first you fibbed too you guys do whatever you want to and there is nothing I can do about it!! No perfect reputation for you is all I will get if even that.. do they advertise for you too? Or get commission from it? This will be whatever you guys say period I'm sure even though I have the emails and chats.. there's like no point. I'm just frustrated even more is all!! Waisted everyone's time and just upset me more.. I really didn't need that either. I need funds for my lawyer fighting for my home of 28 years. My husband passed a year ago. This is the only reason I hoped to get my funds to help pay my lawyer bill to keep my home of over 28 years...I didn't need another frustration on top of that!..

Hello Pkazakos1.

I am sorry that you feel that we are not working on your case. The opposite is true.

So far, we have had one internal meeting about the case, and we will have the second one on Wednesday.

It's a bit complicated. The casino sent us the evidence from which it is clear that you wagered your bonus on Video Poker. (restricted game)

You also did in the past few chargebacks in different casinos. (which is fraud)

You are also banned on the Rival platform for bonus abusing and creating multiple accounts.

So as you can see, it is not easy to make decisions in this case, and that's why we need to wait on our internal meeting.

I hope you understand.

After our internal meeting and evaluating all the evidence from the casino and player, we decided that the casino has the right to confiscate her winnings. We considered all the evidence provided by both parties.

I am very sorry, Pkazakos1.

I have the emails showing you did know of the withdraw request from three years ago. I think I sent the guru the emails... You guys knew I did request it, that was why I had sent all my info at that time too, for my withdraw to be done.

They keep repeating themselves.. and I sent copies of emails from them at that time that shows they did to know.. see what I mean, no matter what they are gonna do what they want regardless of the emails from back then... Does anyone ever get their funds when a casino disputes it? Even thou I showed they did know AND MY PLAYTHRU WAS DONE THREE YEARS AGO...

Dear Pkazakos1.

If only that single thing would be the problem, we are on your side.

But we also considered that you did the chargebacks (fraud), and you are banned for bonus hunting on the casino platform.

That's why we believe that the casino has a right in this case.

It was to and guru seen docs you guys were working on it then nothing so stop repeating same lamo thing that's not true..grown up.. no perfect reputation!

Dear Pkazakos1.

In your case, if the only problem was what you described - we would be on your side. However, the casino representative showed us the evidence. It is clear that you were doing chargebacks in the past, and you were creating multiple accounts to utilize profit from the bonuses. And therefore, you are banned on their platform.

Considering this, the casino has the right to void your bonus winnings.

I only had 1account and I think I only deposited 1time so that is made up b.s.. period. Anything they can do to not discredit themselves I'm sure they've done!! And you guys advertise for them?? I had no charge backs? Whatever that is. Its bullcrap made up to not pay me. How many weeks did that take for them to make up stuff ?? Stuff they never brought up at all right? My point made!! Its funny how they made up stuff a month or two later! They ripped me off. They left money in my account that I proved to you gave you evidence that's not made up like there's is that I had put in for withdraw 3 years ago and they never sent or took out of my account!! This is all bullshit! You guys just work together, you never mentioned my evidence at all did you? Your no help all to believe what they just made up out of nowhere!! Shame on you both!!

Somehow the casino even with evidence I sent you!! Seems to always be right with you all! False info shame on all of you!

Dear Pkazakos1, we have over 2600 solved complaints on our website. Why would we cooperate with the casino to not solve yours? 

For three years, you didn't care about your withdrawal what is very strange. And what you sent to us only proves that you tried to withdraw that time the money, but the casino didn't allow you to do so because you breached the bonus terms. I guess for many other mediators, here is the end, and they would reject the case, but we were still on your side and wanted a fair chance for you to finalize the wagering on the allowed games.

However, the casino showed us your record from their platform about what you did in other casinos (multiple accounts, chargebacks). We internally agreed that you have no right to finish your bonus wagering.

If you are not happy about how we ruled in this case, you can submit your complaint to the licensing authority.

(However, they most likely reject your case only based on the fact that you breached the bonus terms)

We are rejecting this case. All the information are written above.