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Money has been deducted from my account of SEK 6,000 which I have not played for, an investigation has been made and the gaming department is only to blame. Has been waiting for an answer without any update in the case from October 4

Pengar har dragit av mitt konto på 6000 sek som jag ej har spelat för, utredning har gjorts och spelavdelningen skyller bara i den sig. Har inväntar svar utan någon uppdatering i ärendet från den 4 oktober

Dear Moneey,

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. Could you please confirm that your account has been fully verified in the past? Have you received any successful payments previously? Have you accumulated your winnings with or without an active bonus?

Also please send forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru.

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,

Nick

Hey!

I have not played for any bonus, was able to make withdrawals earlier. Played 3 rounds with 17000 sec left in balance. 1000 I placed and lost. Had 16000 left and placed 6000 which I also lost. And before the third round, SEK 6,000 disappeared and only 4,000 were left on the balance without me playing for 6,000.

I have tried to contact the casino several times and they have blamed them for waiting for evolution, I contacted evolution myself and they tell me that the case is closed and I should contact the casino. The casino in turn still does not want to give me an answer and getting in touch with them takes more than 12 hours.

Hej!

Jag har ej spelat för någon bonus, gick att göra uttag tidigare. Spelade 3 ronder med 17000 sek kvar i saldo. 1000 placerade jag och förlorade. Hade 16000 kvar och placerade 6000 som jag även förlorade. Och inför den tredje ronden försvann 6000 kr och bara 4000 var kvar på saldot utan att jag spelat för 6000.

Jag har försökt kontaktat casinot flertal gånger och dem har skyllt på att dem väntar in evolution, jag tog själv kontakt med evolution och dem berättar att ärendet är avslutat och jag bör kontakta casinot. Casinot i sin tur vill fortfarande inte ge mig ett svar och att få en kontakt med dem tar mer än 12 h.

Hi again, now received a reply from the casino that SEK 6,000 has not been deducted from my account and they refuse to provide proof but refer to their "investigation" they made.

Hej igen, fick nu svar från casinot att 6000 kr ej dragits från mitt konto och dem vägrar ge bevis utan hänvisar till sin "utredning" dem gjort.

Thank you Moneey for all the additional information. I'll now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Moneey,

I looked at your complaint and will do my best to help you. I would like to invite Turbonino Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

As I wrote earlier, SEK 6,000 is missing from my gaming account as I only played for 3 amounts out of SEK 17,000. First placed 1000 and lost. Then I place SEK 6,000 which I also lose. And when I had SEK 10,000 left, 6,000 disappeared and I could only invest SEK 4,000.

Som jag skrev tidigare så saknas 6000 kr på mitt spelkontot då jag enbart spelade för 3 belopp av 17000 kr. Placerade först 1000 och förlorade. Sen placera jag 6000 kr som jag också förlora. Och när jag hade 10000 kr kvar så försvann 6000 och jag kunde enbart placera 4000 kr.

Dear Moneey,

I've received info from Casino that there was some technical error and the funds have been paid back to your account. Can you confirm this, please?

Hi Vilan!

That's right but it's not something I'm content with because just 3 days ago I got the answer that nothing was wrong on their side and that SEK 6,000 never disappeared. To me, it feels like as soon as I said I was going to take this further with a complaint so all of a sudden they were able to pay back the money they withdrew from me. But I would like to know why in that case they kept this from me and refused to answer regarding my case for a whole two weeks?

Hej Vilan!

Det stämmer men det är inget jag nöjer mig med eftersom för bara 3 dagar sen så fick jag som svar att ingenting var fel på deras sida och att 6000 kr aldrig försvann. För mig känns det som att så fort jag sa att jag tänker ta detta vidare med ett klagomål så helt plötsligt så kunde dem betala tillbaka pengarna som dem drog ifrån mig. Men jag vill gärna veta varför dem i så fall höll detta ifrån mig och vägrade svara rörande mitt ärende i hela två veckor?

Dear Moneey,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru