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Hello, my problem comes when I register in this casino and make several deposits, until then everything is fine since the page says that the transactions are made in euros and that nothing else is charged.

After playing I access my bank account and I realize that the amounts entered do not correspond to those requested.

I request the return of all the amounts since I have been charged for some things that are not like the closing of it.

If it is not solved in this way, I will request a claim through my lawyer and I will file a complaint with the country's gambling regulator.

thanks greetings

hola mi problema viene cuando me registro en este casino y realizo varios ingresos, hasta ese momento todo bien ya que en la pagina pone que las transacciones se hacen en euros y que no se cobra nada mas.

Despues de jugar accedo a mi cuenta bancaria y me doy cuenta de que las cantyidades ingresadas no corresponden con las solicitadas.

Solicito la devolucion de todas las cantidades ya que me han cobrado unas cosas que no son asi como el cierre de la misma.

Si no se soluciona por esta via solicitare reclamacion mediante mi abogado y pronunciare una queja ante la reguladora de juego del pais.

gracias un saludo

Dear Xotin35,

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 advise in which currencies are your accounts held (bank and casino account)? Have you tried to communicate this issue with your bank? Usually, international transaction fees are managed by the banks.

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

In euros both my bank and the casino.

It also clearly states that it will be entered in euros and they do not charge anything.

However, I spoke with the support and by email nobody answers me and in the chat they say that it is impossible for me to charge anything.

En euros tanto mi banco como el casino.

Además pone claramente q se ingresará en euros y no cobran nada.

No obstante hablé con el soporte y por email nadie me responde y en el chat dicen que es imposible que me cobre nada.

I attach a screenshot of what it says when making a deposit. However, if they do not answer me, I will call my bank to return the amounts or something... Because the purchases do not correspond to the deposit and for me it is a scam, therefore I request the nullity of all the amounts and the return of the themselves.

Adjunto captura de pantalla de lo que pone al realizar un depósito. No obstante yo si no me responden llamaré a mi banco para que devuelvan los importes o algo... Porque las compras no se corresponde con el depósito y para mí es estafa por lo tanto solicito la nulidad de todos los importes y la devolución de los mismos.

I have spoken with the bank and they do not have any type of commission.

E hablado con el banco y ellos no tienen ningún tipo de comisión.

Hi no one answers

Hola no responde nadie

Hello,

Please understand those transaction fees can be also charged by intermediary banks. When did you realize that different amounts are being taken from your bank account? How many transactions were affected?

I have called the bank and they have told me that they do not charge anything at all. When I realized I stopped entering the transactions were 2 days. I wrote to support and no one has replied.

I wouldn't claim something that isn't.

Since the amounts do not correspond to the income, I request their return. Since legally I am in my right.

He llamado al banco y me han dicho que ellos no cobran absolutamente nada. Cuando me di cuenta deje de ingresar fueron las transacciones de 2 días. Les escribí a soporte y nadie me ha contestado.

Yo no reclamaría una cosa que no es.

Puesto que los importes no se corresponden con los ingresos solicito la devolución de los mismos. Ya que legalmente estoy en mi derecho.

Well I see that the casino is still not contacting me after sending them more than 5 emails.

I don't know what to do... The safest thing is to report it as fraud to my bank.

Since the amounts are not correct and no one gives a solution to this problem.

I request the return of all the income since they have tried to scam me.

Thank you

Bueno veo que el casino sigue sin ponerse en contacto conmigo después de enviarles más de 5 email.

No se que hacer... Lo más seguro que reporte como fraude ante mi banco.

Ya que los importes no son los correctos y ante este problema nadie da solución.

Solicito la devolución de todos los ingresos ya que me han intentado estafar.

Gracias

Dear Xotin35,

Please understand that depositing fees are not managed by the casino exclusively. Could you please describe in more detail how much was taken in addition to the amount that you actually wanted to deposit?

Well, between €2.30 and €3 in each of the transactions.

If I entered 25 they charged me 28.

And speaking with the lawyer and with the bank and they tell me that if there is no solution since they are amounts that I have not entered and that I file a complaint and they themselves will return it.

Since on his page as bienle enseñe he does not put any commissions or anything like that.

The bank reports it for fraud and that's it.

Thank you

Pues entre 2.30€ y 3 € en cada una de las transacciones.

Si yo ingresaba 25 ellos me cobraban 28.

E hablando con el abogado y con el banco y me dicen que si no hay solución ya que son unos importes que yo no e ingresado que formule una denuncia y ellos mismos hacen la devolución del mismo.

Ya que en su página como bienle enseñe no pone nada de comisiones ni nada de eso.

El banco lo reporta por fraude y listo.

Gracias

And tried to talk to the casino and no one answers. I have the emails saved to attach to the complaint.

After getting rich with the business above, they charge more than what you earn. How ready....

And that is fraud and since they have deceived me they have to return the money. Since I don't want to play in a fraudulent casino.

E intentado hablar con el casino y nadie responde. Tengo los emails guardados para adjuntar a la denuncia.

Después de enriquecerse con el negocio encima cobran más de lo que ingresas. Que listos....

Y eso es fraude y como me han engañado me tienen que devolver el dinero. Puesto que yo en un casino fraudulento no quiero jugar.

I request the return of all income. nobody tells me anything and the casino even less.

The bank is calling me to report these amounts for fraud.

If you don't tell me anything, I'm very grateful for everything, but I can't let so much time go by.

solicito la devolucuion de todos los ingresos. nadie me dice nada y el casino menos.

me estan llamando del banco para que reporte estos importes por fraude.

si no me dicen nada les estoy muy agradecido por todo pero no pùedo dejar pasar tanto tiempo

Dear Xotin35,

Please understand that you won't be entitled to all the deposited funds. Especially, if they were played already. As I mentioned earlier, depositing fees may be applied by a third party (intermediary bank) and not by the casino itself. I'm afraid we won't be able to help you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Do you think that they charge me €3 for each deposit is normal and my unjustified complaint...

What I think they have tried to talk to the casino and it has happened to them like me nobody responds.

I will put it in the hands of my lawyer and when I have the sentence I will notify them and they will see how it is not normal to charge €3 for a deposit. And more when it says that there are no commissions.

All the best

Usted cree q me cobren 3€ por cada depósito es normal y mi queja injustificada...

Lo que yo creo que han intentado hablar con el casino y les a pasado como a mí nadie responde.

Lo pondré en manos de mi abogado y cuando tenga la sentencia les avisaré y verán como no es normal cobrar 3€ por depósito. Y más cuando dice que no hay comisiones.

Un saludo

Dear Xotin35,

Please understand that there is no solid ground for your deposit refund request. If the entire deposited amount equals €186 and the deposit fee, which has been deducted more likely by an intermediary bank, is approximately 12% then the disputed amount would be around €22. Would you agree with me?

Unfortunately, we are not able to negotiate with banks that handle international transactions and force them to refund funds. I wish I could be of more help.

Once again, please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

There is nothing additional, I only know that they have charged me commissions when it says on their website that they do not charge anything.

It makes it clear.

However, if they have charged me €30 more, they are mine.

If you do not see a solution, I will report it through my lawyer and when I have the resolution, I will show you.

If they charge me what is not, I have to claim and more so when I am a person with addiction.

No hay nada adicional yo solo sé que me han cobrado unas comisiones cuando en su página web pone que no cobran nada.

Lo pone claro.

No obstante si me han cobrado 30€ de mas son míos.

Si ustedes no ven solución lo denunciaré mediante mi abogado y cuando tenga la resolución le enseñaré.

Si me cobran lo que no es hay q reclamar y más cuando soy una persona con adicción.

Dear Xotin35,

If you have any supporting evidence that you have informed the casino about your gambling addiction and regardless of that, the gambling establishment accepted your deposits, please forward it to petronela.k@casino.guru. Thank you in advance.

Yes, of course I told you but don't play anymore here we are because they have charged me an undue commission

Si claro que se lo dije pero ya no juegue más aquí estamos porque me han cobrado comisión indebida

Dear Xotin35,

Could you please advise if you have deposited any funds into this casino after requesting the self-exclusion?

Dear Xotin35,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.