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A couple of times the money was not credited to me after the free spins and on the last one I was simply deducted 130 euros. The support doesn't know what the problem is and I won't get my money back. Please help me

Paar mal wurde mir nach den freispielen das Geld nicht gutgeschrieben und am letzten wurden mir auch einfach 130 Euro abgezogen. Der Support weiß nicht wo das Problem liegt und ich bekomme mein Geld nicht wieder. Bitte helfen sie mir

Dear Maurizio,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do you happen to have any proof that you won this amount? A video recording showing the described issues could be very helpful.

Also, in such cases, we recommend players stop playing immediately and contact support. Could you please send me all the relevant evidence together with the communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards,

Kristina

The casino has now written me an email and wanted to have a few questions answered. I have sent the answers and have to wait a little. I will report as soon as I have an answer

Das Casino hat mir jetzt ne email geschrieben und wollte paar Fragen beantwortet haben. Ich habe die Antworten abgeschickt und muss etwas warten. Ich berichte sobald ich eine Antwort habe

I have the gameplay as evidence. I could take a screenshot of the course for you. I wrote down exactly which game, time, date, ID, amount, starting balance and ending balance. Please help.

The support said it would take 3 days to check it, but I read on many sites that this casino is known for such promotions and then probably won't give the money back.

It's an amount of 940 euros, which is a lot of money for me.

Ich habe als beweis den Spielverlauf. Ich könnte ihnen mal ein Screenshot von den verlauf machen. Ich habe mir genau aufgeschrieben welches Spiel, Uhrzeit, Datum, ID, Betrag, Anfangs Saldo und Endsaldo. Bitte um Hilfe.

Das Support meinte die brauchen 3 tage um das zu überprüfen aber ich hab in vielen Seiten gelesen das dieses Casino bekannt ist für solche Aktionen und das Geld dann Wahrscheinlich nicht wieder zurück geben.

Es handelt sich um ein betrag von 940 Euro, für mich sehr sehr viel geld.

Thank you very much, Maurizio. I understand your frustration, but in this case, I believe the best option is to wait until the casino completes its investigation. I will keep this complaint open, and please, let us know if there is anything new in the meantime.

All right, I'll let you know.

alles Klar, ich werde euch Bescheid geben.

Hello, they wrote back to me that everything was correct and that I have already received everything even though it is not true, they do not want to give me my money back

Hallo, die haben mir zurückgeschrieben das alles richtig war und ich schon alles bekommen habe obwohl es nicht stimmt die wollen mir mein Geld nicht mehr zurück geben

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Maurizio,

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 forced to reject 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.