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I won a million, put it on withdrawal, my account was blocked, the winnings are not returned, they do not respond to messages

They said that the provider canceled the winnings, allegedly it was won by fraudulent means, in general, complete nonsense, after that they no longer answered

Я выграл милион, поставил на вывод, мой акаунт заблокировали, выграш не отдают, не отвечают на сообщения

Сказали что провайдер обнулил выгрыш, якобы он мошеническим путем был выгран, вообщем чушь полная, после этого больше не отвечали

Dear aleksandarstan987,

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 if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that the casino did not specify which rule has been breached or why your account was blocked?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, I completely passed KYC, I played without a bonus! Supreme Hot raised that amount in the game. What rules I violated were not told to me, and moreover, they no longer respond to my messages! They just said that the EGT provider checked and said that I won in a fraudulent way and that's it! I ask you to figure out how to return the money, I will not leave you offended for help

Да я полностью прошел KYC, играл я без бонуса! В игре Supreme Hot поднял такую сумму. Какие праывила я нарушил мне не сказали, и более того больше не отвечают на мои сообщения! Только сказали что провайдер ЕГТ проверил и сообщил что я выграл мошеническим образом и все! Прошу разбиритесь как то, чтоб вернуть деньги, я вас в обиде так же не оставлю за помощь

Thank you very much for your reply, aleksandarstan987. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Reset, if something did not come, write, I will reset it again

Сбросил, если что то не пришло, напишите я сброшу еще

Thank you very much aleksandarstan987 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you waiting

Спасибо жду

Hello aleksandarstan987,

I will assist you with the complaint from now on. The support agent mentioned they will be sending you an email with an explanation. Did the casino provide any additional explanation to you via email? Could you share the email with us? Please forward the email to my email address at tomas@casino.guru

I will try to get in touch with the casino in order to find out more information.

Gold Cup Casino,

Could you explain in more detail why you consider aleksandarstan987's win fraudulent?

Okay, I'm sending, but there are no answers and there weren't any

Хорошо, высылаю, но ответов никаких нет и небыло

I sent to the post office VKM what was asked

Я отправил на почту вкм то что просили

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

And all? Will no one return my money?

И все? А деньги мне никто не вернет?

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.