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Did the casino tell you why they closed your account and withdrew your money?
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vista760
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vista760
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Hmm, so regarding multi-accounting, I’d probably just ask if you happened to have an account here in the past, or if anyone in your household or on the same Wi-Fi network also has an account at this casino. That could also be the problem they’re describing.
Then they told you that you abused the bonus, right? Did they mean that you claimed it multiple times—from multiple accounts—or something else, like that you bet over the maximum amount or something else?
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no i have not im positive i have not . i only have that account and as far as bonus i was only given a regestration bonus one time ? and this bonus was with a deposit i made how is that abusing bonus ?
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The casino usually won't tell you exactly what you did, but will just give a general explanation to protect itself. Based on what they describe, it seems the problem is that you may have claimed the same bonus multiple times across several accounts.
But if you say you didn’t do anything like that, and you have no one around you who did, then I believe our team will give you a hand.
The investigation is ongoing, so I think the smartest thing to do is wait and see how it develops.
πριν από 1 μήνα
yes thank you well im actually conplaining because i think thats not cool for casinos to do that imean their playing with out money how do they give offers and process our deposits right away and you win and they want to do this thats not cool at all
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I get what you're saying. Let's wait and see how the situation develops; hopefully everything will be okay and it will all be cleared up.
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vista760
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If you haven't violated any terms of the bonus, I believe you'll get your money. Attila should get back to you today, so hopefully that will happen and your case will move forward.
I'll be waiting for an update.
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thank you appreciate you
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πριν από 1 εβδομάδα
As a player, I want to say that what the casino is doing when they demand notarized documents from Casino Guru in order to discuss matters regarding the player looks absolutely terrible. It hardly gives a trustworthy impression.
I’m very glad that I closed my account there after they delayed my €7,200 withdrawal until I got tired and ended up gambling the money away. Unfortunately, I’ve also realized that I probably never would have received those funds anyway, considering the kind of requirements they place on people here with these notarized documents.
I am, however, a bit surprised that their rating score is still high at 8.1. It didn’t change at all despite the fact that they wanted a notarized power of attorney from Casino Guru. In my opinion, that requirement alone should have lowered their score significantly. But I’m not the one making those decisions.
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Even though it’s certainly not the most user-friendly, I’ve seen other casinos make this same request. It depends, however, on what the issue is and how our team handles it and thus whether it’s appropriate to request such a document.
Of course, the casino and the case you’re referring to ended badly for the casino, but it didn’t receive that many black marks since the amount wasn’t particularly high. In other words, the safety index has decreased.
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The amount shouldn’t determine whether an unreasonable requirement is considered reasonable or not. Either the process is transparent and fair, or it isn’t, regardless of the amount.
This kind of behavior from the casino is also very low. I can also see how they handle their other complaints. responding at the very last minute, penalizing players with retroactive measures, and so on.
That said, it’s really good that Casino Guru exists so we can openly see this and use our own judgment when deciding whether we want to play at a casino like this.
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The amount doesn't determine the nature of the process, but it does determine the number of black points that are then taken into account in the safety index.
Our process is such that if we discover, through internal discussions, that a casino has been consistently enforcing unfair practices against players over a long period of time, we try to inform the players about it, as well as the casino, so that this can be changed. However, based on just a few complaints, we can’t always determine everything right away, which is why we need a larger sample. I’m speaking in general terms here, not specifically about this casino.
So even if it might take some time, players don’t have to worry that we’re ignoring these issues or turning a blind eye to them. But on the other hand, players also need to understand that you can’t determine everything based on, say, 10 complaints; there needs to be a period of time, and it has to be happening consistently.
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I understand the reasoning behind needing a larger sample size and not wanting to draw conclusions based on only a few cases. At the same time, I hope you also take into account the quality and seriousness of the complaints, not just the quantity.
If multiple players report similar issues over a longer period of time — even if the total number is not yet massive — that can still indicate a systematic pattern of behavior from the casino. Otherwise, there is a risk that casinos can continue questionable practices for quite a long time before it has any meaningful impact on their safety index.
I appreciate that you say these issues are not being ignored, but from a player’s perspective, transparency and early warnings are just as important as statistical certainty.
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Yes, definitely. We don't need to wait for 1,000 complaints before we start to see a pattern and turn a blind eye to it. As I said, if our team uncovers something and sees that a casino is systematically violating something that isn't fair, we try to include it in our review. If they don’t address those issues either, it usually leads to a drop in their rating as well.
I understand that players sometimes notice certain things sooner, or they might think that if they see some connections, it must be exactly as they assume. But often, that’s not the case. It’s simply important for us to stick to our processes, and I can assure you that we don’t turn a blind eye to anything. We even have calls for this, or we discuss together what we’ll do in certain situations, what penalties a casino will receive, and what we want them to fix. We also communicate this with the casinos when they’re interested in making changes and so on. So I think that just as we give casinos a chance to fix things, we also try to alert players that something isn’t quite right when that’s the case and reflect that in the safety index or in the review through warnings.🙂
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