SlotsPalace Casino - γενική συζήτηση (σελίδα 6)

Yes, I understand that. If you can establish, with the casino’s cooperation, that someone else took over your account, you can raise the matter with the licensing authority or an authority that handles cybercrime.

Unfortunately, Casino Guru does not investigate cybercrime. That includes hacked accounts or funds lost through account activity the owner did not authorise.

CasinoGuru can not intervene to have mediation between the player and the casino, since the casino won’t even respond to me ?

I’m not entirely sure we’re talking about the same situation, but our complaint service is there for mediators to help resolve disputes between players and casinos. That requires communication from both sides. If either the player or the casino stops responding, the mediators have very limited options. I hope that answers your question.

However, the important point here is that we cannot investigate someone else accessing your casino account. If your complaint is that someone, used your account and lost the money without your involvement, we need evidence supporting that claim.

We can read your account of what happened, but we cannot establish who accessed the account or who played with the money. Without supporting evidence, we have no basis to challenge the casino’s position. I understand that you’re convinced this happened, but that alone isn’t something our mediators can investigate or resolve.

This is different from a casino refusing to pay out your winnings. If someone else accessed your account and lost the money, those funds are no longer there to withdraw. That alone doesn’t establish that the casino is responsible for refunding the losses. I think that’s an important distinction to keep in mind.

They closed my account with no reason the user has been deleted by the administrator is it normal ?

I’m sorry to hear things have developed this way. However, if you reported that someone else accessed your account and lost the money without your knowledge, I can understand why the casino decided to close it. When an account appears to be compromised, the casino needs to take steps to secure it.

Casino terms also commonly state that players are responsible for keeping their login details safe. From what I understand, there was no remaining balance, as the money had already been lost through activity you say you didn’t authorise.

Of course, I’m not saying we know who used the account or exactly what happened. I’m simply trying to explain why closing it as an administrative decision makes sense to me in this context, even though I understand it doesn’t resolve what happened to your money

Γεια σου Ράντκα, ελπίζω να είσαι καλά.

Μάλιστα, μιας και δεν είμαι ο μόνος σε αυτό το καζίνο, όπου παρατηρούμε τουλάχιστον 3 παρόμοιες περιπτώσεις όπου το υπόλοιπο του παίκτη τροποποιείται και εξαφανίζεται, σημαίνει ότι πρέπει να θέσουμε στον εαυτό μας μερικές ερωτήσεις, σωστά;

Αν ήμουν ο μόνος παίκτης θα έλεγα εντάξει, αλλά πολλοί στο Trustpilot και στον ιστότοπό σας το έχουν ήδη ζητήσει αυτό...

Αγαπητή Ράντκα, σε παρακαλώ πες μου ποιος κατέχει την άδεια για το καζίνο: το Κουρασάο, η Μάλτα ή το Ανζουάν;

ΕΥΧΑΡΙΣΤΩ

Hello. Things have been a little difficult lately, so I hope you’re doing much better. Thank you for asking. :-)

I understand where you’re coming from, but several players reporting problems doesn’t necessarily mean the cause or the circumstances are the same in every case. So, if you don’t mind, I’d rather avoid generalising.

I also think there’s an important difference between reviews on platforms like Trustpilot, where individual claims may not have been verified, and complaints that have been examined with the casino’s cooperation and reached a conclusion. To me, those aren’t quite the same kind of information.

I checked the casino’s review, and it holds an AOFA licence from Anjouan/Comoros, which we consider a relatively weak licensing authority. The complaint process directs players to an ADR service that handles disputes with the casino, rather than directly to the authority: https://casino.guru/licensing-authorities/comoros-license

The difficult part is that we don’t have a clear list showing which ADR service handles complaints for each casino.

Players therefore often have to start by asking the casino which service to contact.