Casinoin - Η απόσυρση του παίκτη καθυστερεί.

Good evening,

I noticed that you have resolved many issues with casinos and I would like your assistance. I have won a large amount from this particular casino, and they requested all the necessary documents, which I sent obviously 10 days ago including weekends! I have not received a response... Every day they tell me it's under review, but because the amount is significant, I am worried! Can you help me?

Thank you

Καλησπέρα σας,

Ειδα ότι έχετε επίλυση πολλά περιστατικά με τα καζίνο και θα ήθελα την βοήθεια σας. Εχω κερδίσει ένα μεγάλο ποσό από το συγκεκριμένο καζίνο και μου έχει ζητήσει όλα τα χαρτιά, τα έχω στείλει προφανώς εδώ και 10 μέρες μαζί με τα Σαββατοκύριακα! Δεν έχω λάβει απάντηση…. Κάθε μέρα μου λένε ότι βρίσκεται υπό εξέταση αλλά επειδή το ποσό είναι μεγάλο έχω ανησυχήσει! Μπορείτε να με βοηθήσετε;

Ευχαριστώ

Dear FOTIOS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Dominika

Good evening,

I have sent (1) ID, (2) a photo of the card I have deposited, (3) a selfie with both my ID and bank card, (4) all the papers from the bank that say everything is in my name as well as where I live and if I am the owner of the cards as of course I am. I have sent what has been requested of me. Finally when I was asked to verify my account I sent them the same day in PDF format and photos (which were accepted) via email.

Thanks

PHOTOS

Καλησπέρα σας,

Εχω στείλει (1)ταυτότητα,(2) φωτογραφία την κάρτα που έχω κάνει κατάθεση,(3)σελφι μαζί με την ταυτότητα και την τραπεζική μου κάρτα και τις δύο,(4)όλα τα χαρτιά από την τράπεζα που λένε ότι όλα είναι στο όνομα μου όπως και για το που μένω και άμα είμαι ιδιοκτήτης των καρτών όπως φυσικά και είμαι. Οτι μου έχει ζητηθεί το έχω στείλει. Τέλος όταν μου ζητήθηκε επαλήθευση του λογαριασμού μου τα έστειλα την ίδια ημέρα σε μορφή PDF και φωτογραφίες (τα οποία έγιναν αποδεκτά) μέσω email.

Ευχαριστώ

FOTIOS

good evening dominica,

I would like to inform you that the amount has reached €19,000 and I have self-excluded!

THANKS

καλησπέρα dominica,

θα ήθελα να σας ενημερώσω ότι το ποσό έχει πάει στα 19.000€ και έκανα αυτοαποκλεισμό!

ΕΥΧΑΡΙΣΤΩ

Good evening Dominika,

I would like to inform you that the amount has been reduced to €19,000. I have been banned for 30 days! So it won't come down again.

I await news from you

Thanks

Καλησπέρα Dominika,

θα ήθελα να ενημερώσω ότι το ποσό έχει μειωθεί στα 19.000€. Έχω κάνει αποκλεισμό για 30 ημέρες! Οπότε δεν θα κατέβει άλλο.

περιμενω νέα σας

ευχαριστώ

Good evening Dominica,

They replied that my account verification was accepted and now I can withdraw my money but when I do that the withdrawal doesn't go through can you help me so that I can get my money?

Thanks

Καλησπέρα Dominica,

Μου απάντησαν πως η επαλήθευση του λογαριασμού μου έγινε δεκτή και τώρα μπορώ να αποσύρω τα χρήματα μου αλλά όταν το κάνω αυτό η ανάληψη δεν ολοκληρώνεται μπορείτε να με βοηθήσετε έτσι ώστε να πάρω τα χρήματα μου;

ευχαριστω

Good evening,

Do we have any new ones? While I normally withdrew €4,000 in 2 days, now they keep canceling it. While I was informed that they will enter normally, can you help me?

Thanks

Καλησπέρα σας,

Καποιο νεότερο έχουμε; Ενώ έκανα κανονικά ανάληψη 4.000€ σε 2 ημέρες τώρα μου την ακυρώνουν συνέχεια. Ενώ με ενημερώσαμε ότι θα μπουν κανονικά μπορειται να με βοηθήσετε;

Ευχαριστω

good evening,

Anyone newer?

καλησπέρα σας,

Καποιο νεότερο;

Thank you very much, FOTIOS, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi FOTIOS,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear Casinoin, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence that is related to the issue, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Good evening,

I asked them why and they said it was my bank's fault but I spoke to my bank and they said they don't even see the transaction you declined in their system! Also at casinoin I have two cards that have been verified with my details and I asked them if they could send them there and their answer was no. If you can help me! Thanks

Καλησπέρα σας,

Τους ζήτησα τον λόγο και μου είπαν ότι φταίει η τράπεζα μου αλλά εγώ μίλησα με την τράπεζα μου και μου είπαν ότι δεν βλέπουν καν την συναλλαγή να απορρίπτετε από το σύστημα τους! Επίσης στο casinoin έχω δύο κάρτες που έχουν γίνει επαλήθευση με τα στοιχεία μου και τους ρώτησα αν γίνεται να τα στείλουν εκεί και η απάντηση τους ήταν όχι. Αν μπορειται να με βοηθήσετε! Ευχαριστω

Good evening,

I would like to inform you that apparently it is not casinoin's fault but my bank has a limit of €1500! Today I received €1,000 which I withdrew.

Thank you

Καλησπέρα σας,

θα ήθελα να σας ενημερώσω ότι αποτι φαίνεται δεν φταίει το casinoin αλλά η τράπεζα μου έχω όριο 1500€! Σημερα μπήκαν 1.000€που έκανα ανάληψη.

Σας ευχαριστώ

good evening,

I've been trying since yesterday to make a withdrawal but the withdrawal is canceled every time I asked the casino to change the card I'm making the withdrawals to another one that has all the information (they asked me for it in the verification) but they won't let me!

καλησπέρα σας,

Προσπαθω από εχθές να κάνω ανάληψη αλλά η ανάληψη ακυρώνεται κάθε φορά ζήτησα από το καζίνο για αλλαγή της κάρτας που κάνω τις αναλήψεις σε μια άλλη την οποία έχουν όλα τα στοιχεία (μου τα ζήτησαν στην επαλήθευση) αλλά δεν μου το επιτρέπουν!

Thank you for the updates, FOTIOS. We are still waiting for the casino to respond. I hope we'll hear from them soon and get more information.

Hello,

We’re sorry to hear about the situation and are eager to assist in resolving it.

However, we’ve tried to locate a customer associated with the email [hidden by casino.guru team] but could not find a match in our system.

Could you please provide the correct login that was used to register the account?

Thank you.

Good evening,

I would like to inform you that my funds are being withdrawn normally! If there is any issue I will let you know! Thanks

Καλησπέρα σας,

θα ήθελα να σας ενημερώσω ότι τα χρήματα μου αποσυρωνται κανονικά! Αμα υπάρξει κάποιο θέμα θα σας ενημερώσω! Ευχαριστω

Thank you for the positive updates, FOTIOS. Please, specify, how much was withdrawn successfully and how much is still pending.

Good evening,

€7,000 has been successfully withdrawn! Pending is €15,500!

THANKS

Καλησπέρα σας,

Με επιτυχία έχουν αποσυρθεί 7.000€! Σε εκκρεμότητα είναι 15.500€!

ΕΥΧΑΡΙΣΤΩ

Hello,

We still don’t see the correct login the customer was registered with, so we can't check the account.

Kind regards.

Kindly note that we don’t see any other details except for the email, which is not registered with Casinoin.

Please see the screenshots attached.

Good evening,

Today I went to make 2 separate withdrawals totaling €2000 but they were cancelled! The casino still insists it's my card but when I spoke to my bank they say they don't see the transaction in the system and I also have no limit on my card! Every week the casino says a maximum withdrawal limit of €14,000 (7 days) that is €2,000 per day! They offer me €5,000 every week and all the other times he rejects it! Could you help me?

Thanks

Καλησπέρα σας,

Σημερα πήγα να κάνω 2 αναλήψεις ξεχωριστές συνολικά 2000€ αλλά ακυρώθηκαν! Το καζίνο εξακολουθεί να επιμένει ότι πρόκειται για την κάρτα μου αλλά όταν μίλησα με την τράπεζα μου μου λένε ότι δεν βλέπουν την συναλλαγή στο σύστημα και ότι επίσης δεν έχω κανένα όριο στην κάρτα μου! Κάθε εβδομάδα το καζίνο λέει μέγιστο όριο ανάληψης 14.000€ (7 ημέρες) 2.000€ δηλαδή την ημέρα! Εμένα κάθε εβδομάδα μου βάζουν 5.000€ και όλες τις άλλες φορές τις απορρίπτει! Θα μπορούσατε να με βοηθήσετε;

ευχαριστώ

Thank you for keeping us updated, FOTIOS.

Dear Casinoin, we are waiting for more information from you. Have you checked the player's account? Please, let us know, what are the reasons for rejecting the player's withdrawal requests.

Hello,

Thank you for your assistance in reviewing the customer’s account.

We have been in contact with our technical team to investigate the reason behind the failed transactions. As confirmed by the relevant department, there are no restrictions on our end, and payouts should process correctly. However, the customer has encountered a general decline from their bank, which is beyond our control. Such declines may be related to individual card limits, monthly transaction limits, or other factors specific to their bank account.

We can confirm that the player is still able to withdraw their winnings (please see the attached screenshot). However, to gain a clearer understanding of the issue, we recommend that they reach out to their bank, as our payment processing system does not provide us with specific denial reasons.

We sincerely apologise for any inconvenience this may have caused and appreciate your understanding in this matter.

Thank you!

good evening casinoin,

I would like to let you know that every day for 1.5 weeks I have been talking to my bank about this issue, my bank tells me that I have no problem or limit with my card and that I can get as much money as I want! I really don't know who to believe! In the last 1.5 weeks I make up to 4-5 thousand, while normally I should have 14,000€, I don't know if it is a matter of strategy, but it must be resolved! Finally I would like to ask if there is an alternative withdrawal solution!

Thank you

Καλησπέρα casinoin,

θα ήθελα να σας ενημερώσω ότι κάθε μέρα εδώ και 1.5 εβδομάδα μιλάω με την τράπεζα μου για αυτό το θέμα, η τράπεζα μου μού λέει ότι δεν έχω κάποιο θέμα ή κάποιο όριο με την κάρτα μου και ότι μπορώ να λαμβάνω όσα χρήματα θέλω! Πραγματικά δεν ξέρω ποιον να πιστέψω! Της τελευταίες 1.5 εβδομάδες κάνω μέχρι 4-5 χιλιάδες ενώ κανονικά έπρεπε 14.000€ δεν ξέρω άμα είναι κάποιο θέμα στρατηγικής αλλά πρέπει να επιλυθεί! Τέλος θα ήθελα να ρωτήσω αν υπάρχει εναλλακτική λύση ανάληψης!

Ευχαρηστω

Good evening!

I am in the unpleasant position to tell you that I have lost almost all €12,000, I am left with €500 which I will take! From such a company not to give me the money and force me to play it! So I would like to ask for a compensation of €1,000 for what I went through! I only got €10,000 and played the rest!

Thank you

Καλησπέρα σας!

Ειμαι στην δυσάρεστη θέση να σας πω ότι έχασα σχεδόν και τα 12.000€ έχω μείνει με 500€ τα οποία θα τα πάρω! Από μια τέτοια εταιρεία να μην μου βάζει τα χρήματα και να με αναγκάζει να τα παίζω! Θα ήθελα λοιπόν να ζητήσω μια αποζημίωση των 1.000€ γι αυτά που πέρασα! Πήρα μόνο 10.000€ και τα υπόλοιπα τα έπαιξα!

Ευχαιρισδω

Good evening again,

I would like to file a complaint for compensation from the casino as human error and bad internet connection! Also regarding the blocking I think when I turn them on it shouldn't open for as long as I had it on! Please talk to the casino otherwise the matter may go legal! Finally I would like to inform you that I have also contacted my bank and I can provide all the papers to prove to you that my card had no problem receiving money which means it was done on purpose by the casino to lose the my money!

I await your opinion on this

Thanks

Καλησπέρα και πάλι,

θα ήθελα να κάνω καταγγελία για αποζημίωση από το καζίνο ως ανθρώπινο λαθος και κακή σύνδεση στο internet! Επίσης όσον αφορά τον αποκλεισμό νομίζω ότι όταν των ενεργοποιώ δεν θα έπρεπε να άνοιγε για όσο καιρό το είχα ενεργοποιήσει! Σας παρακαλώ μιλήστε με το καζίνο αλλιώς το θέμα μπορεί να πάει νομικά! Τέλος θα ήθελα να σας ενημερώσω ότι έχω επικοινωνήσει και με την τράπεζα μου και μπορώ να παρέχω όλα τα χαρτιά για να σας αποδείξω ότι η κάρτα μου δεν είχε κανένα θέμα στο να λαμβάνει λεφτά που αυτό σημαίνει ότι γινόταν επίτηδες από το καζίνο για να χάσω τα λεφτά μου!

Περιμενω την άποψη σας σε αυτό

Ευχαριστω

Dear FOTIOS, can you specify what you mean by "I have lost almost all €12,000"? You informed us on 11.10.2024 that you requested self-exclusion for 30 days, I'd expect this means you would not be able to play and lose any money for 30 days. Have you asked to cancel your self-exclusion?

Good evening,

I lost €13,500! I made the €500 withdrawal and I am waiting for it to come in from the fifth, I had self-blocked myself for 30 days! Normally it shouldn't open like this I know but it did! I didn't have a good internet connection and still don't! The company normally shouldn't have let me open the self-exclusion since I've been locked out for 30 days! I don't know what to do but I'm asking for compensation it's a big amount! Casino guru please reply and give your opinion!

Καλησπέρα σας,

εχασα 13.500€! Έκανα τα 500€ ανάληψη και περιμένω να μπουν από την πέμπτη είχα κάνει αυτοαποκλεισμο μόνος για 30 μέρες! Κανονικά δεν θα έπρεπε να ανοίξει έτσι ξέρω αλλά άνοιξε! Δεν είχα καλή σύνδεση στο internet και ακόμα δεν έχω! Η εταιρεία κανονικά δεν έπρεπε να με είχε αφήσει να ανοίξω τον αυτοαποκλεισμο εφόσον το έχω κλείσει για 30 ημέρες! Δεν ξέρω τι πρέπει να κάνω αλλά ζητάω αποζημίωση είναι μεγάλο ποσό! Casino guru παρακαλώ απαντήστε και πείτε την γνώμη σας!

Thank you, FOTIOS. So you haven't canceled it on your own?

Dear Casinoin, please, explain how your cool-off feature works. Please, confirm when exactly the player requested a cool-off period and how many days it lasted. Was he able to play casino games while having a cool-off active? Please, send any related evidence to my email at natalia.b@casino.guru, thank you.

Good evening,

Thank you for the prompt service I believe and the casino will clarify to you that I was not in a human state of mind from the large amounts I was playing! But apart from that I have the papers from my bank telling me that there is no problem with my card! As the casino said probably to do what was done! Thanks

Καλησπέρα σας,

Ευχαριστω για την άμεση εξυπηρέτηση πιστεύω και το καζίνο θα σας διευκρινίσει πως δεν ήμουν σε ανθρώπινη ψυχραιμία από τα μεγάλα ποσά που έπαιζα! Αλλά εκτός αυτό έχω τα χαρτιά από την τράπεζα μου που μου λένε ότι δεν έχω κάποιο θέμα με την κάρτα μου! Όπως έλεγε το καζίνο πιθανότατα για να γίνει αυτό που έγινε! Ευχαριστω

Hello,

We’re sorry to hear about your experience. Our records show that our customer support team had requested an official response from your bank multiple times to help us escalate this issue with our payment provider. Unfortunately, without this documentation, we’re unable to proceed further.

As we’ve mentioned before, there were no restrictions on your account from our end. However, for any further investigation, an official response from the bank is necessary to initiate a case regarding the declined transactions.

We genuinely want to assist you, but we can only move forward with your cooperation in providing the required information. Additionally, if the funds were used for playing and subsequently lost, we’re unable to offer compensation in this case.

Thank you for your understanding.

Best regards,

Good evening,

So I can't get money back is that possible? After I explain the matter you must give me a compensation! This is not right! The mistake was human and according to laws I have to get compensation!

Καλησπέρα,

Δηλαδη δεν μπορώ να πάρω χρήματα πίσω είναι δυνατόν; Αφού σας εξηγώ το θέμα πρέπει να μου δώσετε μια αποζημίωση! Δεν είναι σωστό αυτο! Το λάθος ήταν ανθρώπινο και σύμφωνα με νόμους πρέπει να πάρω αποζημίωση!

Good evening again

as you will see in the screenshot below, now it doesn't let me open the self-blocking, while before when I had money it would let me! I will ask for compensation again because I can take legal action! And I wouldn't want that! Please I lost so much money because of your mistake! I have the right to go to court, I would ask for compensation to close the incident, otherwise I will take legal action! It also makes it clear that I shouldn't play this money! Because I have set a time limit of one month!

Καλησπέρα και πάλι

οπως θα δείτε και στο στιγμιότυπο πιο κάτω τώρα πια δεν με αφήνει να ανοίξω τον αυτοαποκλεισμο ενώ πριν όταν είχα λεφτά με άφηνε! Θα ζητήσω ξανά αποζημίωση γιατί μπορώ να κινηθώ νομικά! Και δεν θα το ήθελα! Σας παρακαλώ έχασα τόσα λεφτά από δικό σας λάθος! Εχω το δικαίωμα να πάω νομικά θα ζητούσα μια αποζημίωση για να κλείσει το περιστατικό αλλιώς θα κινηθώ νομικά! Επίσης το λέει ξεκάθαρα ότι δεν θα έπρεπε να παίξω αυτά τα χρήματα! Επειδή έχω βάλει χρονικό όριο ένα μήνα! 

good evening,

Casino guru please advise me what should I do?

Thanks

καλησπέρα σας,

Casino guru παρακαλώ συμβουλέψτε με τη πρέπει να κάνω;

ευχαριστω

Good evening,

I am well aware that I am entitled to a refund/credit so please be cooperative!

Thanks

Καλησπέρα σας,

Γνωριζω καλά ότι δικαιούμαι μια επιστροφή/πίστωση χρημάτων θα σας παρακαλούσα να γίνεται συνεργάσιμη!

Ευχαριστω

Dear Casinoin, you haven't replied to the question about the self-exclusion of the player. FOTIOS informed us on 11.10.2024 that they requested self-exclusion/cool-off for 30 days. If the player's account was blocked for this time, how was it possible for them to play and lose the money? Please, confirm if you have received the request or not. If there was no self-exclusion, please, send us evidence at natalia.b@casino.guru, thank you.

Hello,

Please note that we have already responded to the complaint regarding the "Player’s withdrawal is delayed."

Unfortunately, the customer has not been cooperative and did not provide the requested bank confirmation, which would have allowed us to continue our investigation. If they chose to spend the funds instead, we cannot be held responsible for any resulting losses.

Our site offers several self-exclusion options. The customer initially selected the Responsible Gambling tool for a temporary cool-off period, which was later canceled at their request without contacting support.

The customer did not reach out to support regarding this matter nor did they submit an official self-exclusion request via the designated email provided in our rules. You can find further details in our Responsible Gambling policy on our website.

As the decision to play was the customer’s, the company cannot assume liability.

There are no remaining funds in the account, and this case can be considered closed.

If the customer wishes to escalate the complaint formally, we are prepared to provide all necessary documentation.

Regards.

good evening casinoin,

I would like to tell you that every day I communicated with my bank and also with you! As I explain to you, I had self-excluded for 30 days! Normally my account should have been closed for those days! I'm just asking for partial compensation not the full amount. As a bonus credit…. Every day I communicated with you and my bank! What you are doing is unacceptable! Telos I don't know that in order to close my account for 30 days I should have contacted you! On your site you say that I can do it alone! Thank you

Καλησπέρα casinoin,

Θα ήθελα να σας πω ότι κάθε μέρα εποικηνωνουσα με την τράπεζα μου αλλά και με εσάς! Όπως σας εξηγώ είχα κάνει αυτοαποκλεισμο για 30 μέρες! Κανονικά θα έπρεπε να ήταν κλειστός ο λογαριασμός μου για τις ημέρες αυτές! Ζητάω απλά μερική αποζημίωση όχι όλου του ποσό. Σαν πιστώσει μπόνους…. Κάθε μέρα επικοινωνούσα με εσάς και την τράπεζα μου! Απαράδεκτο αυτό που κάνετε! Τελοσ Δεν γνωρίζω ότι για να κλείσω τον λογαριασμό μου για 30 ημέρες επρεπε να είχα επικοινωνήσει μαζι σας! Στο site σας λέτε ότι μπορώ να το κάνω μονοσ ! Ευχαριστώ 

I also have some photos but it won't let me send them from your site!

Εχω και κάποιες φωτογραφίες αλλά δεν με αφήνει να τις στείλω από το site σας!

Good evening,

I would like to add that the decision was not mine! If the account, as they said, was closed, all this would not have happened, and you did not inform me of anything! It's your responsibility! I should add that I played the money with a clouded mind due to my account not being self-blocked which you should have informed me about

Thanks

Καλησπέρα σας,

θα ήθελα να προσθέσω ότι η απόφαση δεν ήταν δικιά μου! Αν ο λογαριασμός όπως είπαν κλειστός δεν θα γινόταν όλο αυτό επίσης δεν με ενημερώσατε για τίποτα! Δική σας ευθύνη είναι! Να προσθέσω ότι τα χρήματα τα έπαιξα με θολωμένο μυαλό εξαιτίας του μη αυτοαποκλεισμου του λογαριασμού μου που θα έπρεπε να με είχατε ενημέρωση

Ευχαριστω

Dear FOTIOS, you said on 28.10.2024 that you have some papers from your bank:

But apart from that I have the papers from my bank telling me that there is no problem with my card!

Could you provide Casinoin with those papers as requested by them? Based on their message, you haven't done it yet.

Can you please also confirm that you have deliberately canceled your initial cool-off period for 30 days? According to casino support, this can be done only by a player in their account after 24 hours from setting the cool-off period pass using a special button. And after another 24 hours after such action, the cool-off is canceled.

Good evening,

I am waiting for a reply from my bank on this matter! As for the account freeze I didn't know that after 24 hours it would let me play and I was tempted when I saw my account open I didn't do it with a clear mind!

Thanks

Καλησπέρα σας,

Περιμενω απάντηση από την τράπεζα μου για αυτό το θέμα! Όσο αφορά την ψύξη του λογαριασμού δεν γνώριζα ότι μετά από 24ωρες θα με άφηνε να παίξω και μπήκα στον πειρασμό όταν είδα ανοιχτό τον λογαριασμό μου δεν το έκανα με καθαρό μυαλό!

Ευχαριστω

Good evening,

I just spoke to the bank and they informed me that there is no problem with my card and that they can credit up to €3,000 daily (I was asking for €2,000 per day). They also told me they haven't received any email from casinoin!! So casinoin is obviously saying something wrong! Finally they told me that they cannot issue a certificate or any document to show you! Do you think there is anything that can be done to get a partial or full refund of my money?

Thanks

Καλησπέρα σας,

Μολις μίλησα με την τράπεζα και με ενημέρωσαν ότι δεν υπάρχει κανένα θέμα με την κάρτα μου και ότι μπορούν να πιστώνονται καθημερινά μέχρι και 3.000€ (εγώ ζητούσα 2.000€ την ημέρα). Μου είπαν επίσης ότι δεν έχουν λάβει κανένα email από την casinoin!! Οπότε η casinoin προφανώς κάτι λέει λάθος! Τέλος μου είπαν ότι δεν μπορούν να εκδώσουν βεβαίωση ούτε κάποιο έγγραφο για να σας το δείξω! Πιστεύετε μπορειται να γίνει κάτι για να πάρω μερική ή ολική επιστροφή των χρημάτων μου;

ευχαριστω

Dear FOTIOS,

I hope you’re doing okay. I wanted to check in with you regarding your concerns about gambling. Have you had the chance to communicate with the casino about your possible gambling addiction? If you’ve expressed a desire to self-exclude, please share any live chat histories or email correspondence you have, either by forwarding them to me at natalia.b@casino.guru or by posting the screenshots here.

I want to make sure you understand the difference between a cool-off period and self-exclusion. The cool-off feature is something you can manage on your own—you can activate it and cancel it whenever you feel ready. It’s entirely your choice, and the casino can’t control your decision once you turn it off.

Self-exclusion, however, is a more serious step. It requires you to reach out to the casino’s support team and let them know about your struggles with gambling. This process is set by the casino and typically cannot be undone until the specified period expires.

From what I gather, it seems that you chose to deactivate your cool-off period. I truly empathize with your situation, but please understand that the casino may not be responsible for the consequences that followed your decision to reactivate your play.

Good evening,

No I don't have a live chat screenshot to show you about this ban because I didn't know about it I thought it wasn't temporary and that I wouldn't be able to play as long as I put it in! But anyway normally I should have received all the money in the first week! But because of the casino I didn't receive them!

Καλησπέρα σας,

Οχι δεν έχω στιγμιότυπο από ζωντανή συνομιλία να σας δείξω σχετικά με τον αυτό αποκλεισμό γιατί δεν το γνώριζα πίστευα ότι δεν είναι προσωρινά και ότι όσο χρόνο το είχα βάλει δεν θα μπορούσα να παίξω! Αλλά όπως και να έχει κανονικά θα έπρεπε να τα είχα λάβει όλα τα χρήματα την πρώτη εβδομάδα! Αλλά λόγο του καζίνο δεν τα έλαβα!

Good evening,

I should point out that this is why I am asking for a refund! Because the company was supposed to give me €2,000 per day and in 9 days I should have received the full amount but instead I only received €2,000 per day! Normally I should have received everything for this and I am asking for a refund! I can send you all the messages I have so you can see that I sent them every day about the money !!

Thanks

καλησπερα,

Να επισημάνω ότι εγώ γι αυτό ζητάω μια επιστροφή χρημάτων! Επειδή η εταιρεία έπρεπε να μου βάζει 2.000€ την ημέρα και σε 9 ημέρες θα έπρεπε να είχα λάβει όλο το ποσό αλλά αντί αυτού λάμβανα μόνο 2.000€ την ημέρα! Κανονικά θα έπρεπε να τα είχα λάβει όλα γι αυτό και ζητάω μια επιστροφή! Μπορώ να σας στείλω όλα τα μηνύματα που έχω να δείτε ότι τους έστελνα κάθε μέρα για τα χρήματα !!

Ευχαριστώ

Dear FOTIOS, unfortunately, you are not eligible for a refund as you engaged in gameplay using your funds and have since lost your balance. I completely understand that this situation is upsetting. However, it is not possible to reinstate the balance and we cannot ask the casino to do it as they are not responsible for how you choose to use your funds, as they are not responsible for how you choose to use your funds.

This issue would typically involve the payment service provider, but unfortunately, with no balance remaining and without any documentation from your bank, pursuing that route may not be feasible. Therefore, I must inform you that this complaint will be rejected.

Thank you for your understanding. I regret that we couldn't provide more assistance in this matter. If you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out to us.

Kind regards,

Natalia