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The casino accused me of uploading fake documents, which is absolutely not true.

My account was closed and my winnings were withheld. I played through the bonus normally and wanted to withdraw, then I had to submit documents. They won't tell me which documents they consider to be fake. Support isn't responding, and the live chat refers to the final decision of the responsible team.

Das Casino hat mir vorgeworfen, gefälschte Dokumente hochgeladen zu haben, was absolut nicht stimmt.

Das Konto wurde geschlossen und die Gewinne einbehalten. Ich habe ganz normal den Bonus freigespielt und wollte auszahlen und musste dann Dokumente einreichen. Welche Dokumente laut ihnen gefälscht sind, wollen sie mir nicht sagen. Der Support antwortet mir nicht, der Live Chat verweist auf die endgültige Entscheidung des zuständigen Teams.

Dear KayraKablan,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.l@casino.guru.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me the link or a screenshot of the bonus along with its specific terms and conditions.

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

Best regards

Veronika

Hello,

I sent you the documents by email. I made the winnings with the casino welcome bonus and complied with the terms and conditions. The accusation is not related to the bonus, but rather that I allegedly uploaded fake documents, which is absolutely not true.

Here is the link: https://www.mangacasino.com/de-DE/promotions/casinowb

Hallo,

ich habe Ihnen die Dokumente per E-Mail geschickt. Die Gewinne habe ich mit dem Casino Willkommensbonus erzielt und mich an die Bedingungen gehalten. Der Vorwurf ist ja auch nicht mit dem Bonus verbunden, sondern dass ich angeblich gefälschte Dokumente hochgeladen habe, was absolut nicht wahr ist.

Hier ist der Link dazu: https://www.mangacasino.com/de-DE/promotions/casinowb

Thank you very much, KayraKablan, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.

Hello, KayraKablan!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

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.

I am prolonging the timer as it seems like we are establishing the contact with the casino.

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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski