Casinozer - El jugador lucha por autoexcluirse.

Good morning ,

unfortunately I am an addicted player, I am slowly trying to heal with the help of the psychologists even if it is really complicated.

I joined this casino and as we are trying to do right now is to activate the permanent self-exclusion, so as not to deposit any funds.

Unfortunately something must have gone wrong and the self-exclusion did not happen and I deposited 750.00 euros.

I got in touch with the casino and they requested photos, videos, screen shots, which I always and promptly sent to guarantee the veracity of my information.

Unfortunately they have always and only invented excuses after excuses not to give me my money back, and to this day nothing has been solved yet.

I ask you to please help me solve this problem and recover all my money which unfortunately I played, when instead I had to be self-excluded.

I have no other documents, everything in my possession is attached here.

Sincerely

Buongiorno ,

purtroppo sono giocatore dipendente, sto cercando piano piano di guarire con l'aiuto degli piscologi anche se e' davvero complicato.

Mi sono iscritto a questo casino e come stiamo cercando di fare subito e' attivare l'autoesclusione permanente, in modo da non depositare fondi.

Purtroppo qualcosa dev'essere andato storto e l'autoesclusione non e' avvenuta e ho depositato 750.00 euro.

Mi sono messo in contatto con il casino e hanno richiesto foto , video , screen shot , che ho sempre e prontamente mandato per garantire la veridicita' delle mie infromazioni.

Purtroppo loro hanno sempre e solo inventato scuse su scuse per non restituirmi i soldi indietro , e ad oggi ancora niente e' stato risolto.

Chiedo a voi di darmi per favore una mano a risolvere questo problema e a recuperare tutti i miei soldi che purtroppo ho giocato , quando invece dovevo essere autoescluso.

Non ho altri documenti , tutto cio' che e' in mio possesso e' qui allegato.

Cordiali saluti

Hello Marquez199,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinozer . Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified or not? Did the casino ever respond to your e-mail request? How long after your request did you deposit into the casino? Is your account currently still active?

Looking forward to your answer.

Regards,

Nick

Hi Nick. Sure, I'll gladly answer you.

my first request is from 27.06, the second is from 28.06, they closed my account only the third time, when I tried to copy their licensee, to try to put some pressure.

unfortunately I don't have screenshots of the deposits, I can't find it in my mobile, but they de casino can certainly help you to provide you with the missing information ..

the casino is now closed ..

Ciao Nick . Certo , ti rispondo volentieri .

la mia prima richiesta è del 27.06 , la seconda è del 28.06 , loro mi hanno chiuso L account solo alla terza volta , quando ho provato a mettere in copia il loro licenziatario , per provare a mettere un po’ di pressione .

purtroppo non ho screenshot dei depositi , non lo trovo nel cellulare , ma loro de casinó sicuramente ti possono aiutare a fornirti le informazioni mancanti ..

il casino risulta ora chiuso ..

Hello Marquez199,

Can you please advise the exact date and times of your requests and deposits? This information is important as the casino requires time to process your request. It can take usually 1-2 days for it to be processed unless you contacted them directly through the live chat in case they are able to close the account too.

Good morning ,

as already written above I have no screenshots and my account is now unreachable.

but the casino can certainly provide all the necessary documentation.

Buongiorno ,

come già scritto sopra non ho screenshot e il mio account è ora irraggiungibile .

ma il casinó può sicuramente fornire tutta la documentazione necessaria .

Shall we start over with this 1/2 day story? That is, when they have to send stupid emails their reactivity is that of a feline, when it comes to blocking an account they are allowed to manage everything like a snail?

Ricominciamo con questa storia di 1/2 giorni ? Cioè , quando devono mandare mail stupide la loro reattività è quella di un felino , quando si tratta di bloccare un account gli viene concesso di gestire il tutto da lumaca ?

Hello Marquez199,

We can try to get in touch with the casino but as above mentioned, the self exclusion have a processing time as it is done by human sources not automatically. I will forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Marquez199,

I will assist you with the complaint from now on. I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

First, I would like to invite Casinozer's representative to join this conversation and participate in the resolution of this complaint.

Casinozer,

Could you explain the situation from your point of view and give us a timeline of events related to Marquez199's self-exclusion?

hello, I would like to freeze the complaint and handle it personally with the team of lawyers who are helping me.

is it possible to do this? I want them to shut down these scoundrels.

Thank you very much kind regards

buongiorno , vorrei congelare il reclamo e gestirlo personalmente con il team di avvocati che mi stanno aiutando .

è possibile fare questo ? Li voglio fare chiudere questi farabutti .

grazie mille cordiali saluti

Dear Marquez199 and CasinoGuru,

Thank you for your review and explanation.

As stated by us in multiple emails we have not received any email from you prior to the 30th of June (On this date we have received an email from you and immediately closed your account after which you have not made any deposits), therefore in order to prove that you have send an email to us on the 27th and 28th of June, we ask you to simply scroll down in your outbox and send us a screenshot of the emails that were allegedly sent by you on the 27th and 28th of June.

Without a clear screenshot that the email was sent by you on these dates we are as explained in the previously send emails to you unable to escalate your request further. You can simply log in to your email on your computer or on your phone and you will be able to scroll down in your outbox and sent it to us, there should be absolutely no reason why this is not possible if you have actually sent us the emails. 

We hope to hear from you soon and we wish you a great day.

Kind regards,

Casinozer

Good morning ,

having changed the mobile device I spent the whole weekend recovering the access data to make the videos again to be sent to the casinozer "support".

Now they have the complete videos in their hands which I can also attach via email to casino guru. (he doesn't let me attach them here)

The resolution from video to mail is not the best, which is why I can also send them via whatsapp in order to guarantee a better resolution.

Sincerely

Buongiorno ,

avendo cambiato il dispositivo mobile ho passato l'intero week end a recuperare i dati di accesso per effettuare nuovamente i video da poter inviare al "supporto" di casinozer.

Ora hanno in mano i video completi che posso allegare anche tramite mail a casino guru. ( qui non me li fa allegare )

La risoluzione da video a mail non é il massimo , motivo per cui li posso inviare anche tramite whatsapp in modo da poter garantire una migliore risoluzione.

Cordiali saluti

Hello all,

thanks for the reply to both parties.

Marquez199,

You can send the video to me by email at tomas@casino.guru

Hello Marquez199,

I've received emails with the videos from you.

Dear Casinozer team,

can you give us any updates regarding Marquez199's request?

That's right, Casinozer, now that you have all the documentation, give us some updates!

If interested, I can discount the reimbursement at 600 euros, as long as it arrives today. Otherwise 750 euros as per deposits.

I am sure there will be no need to continue elsewhere.

Greetings

Esatto , Casinozer , adesso che hai tutta la documentazione , dacci un qualche aggiornamento!

Se interessati , vi posso scontare il rimborso a 600 euro , a patto che arrivi oggi stesso. In caso contrario 750 euro come da depositi.

Sono sicuro che non ci sarà bisogno di proseguire in altra sede.

Saluti

Good morning ,

it is an ordeal for not paying.

Now they asked me for videos with a higher resolution.

I am sending the link via we transfer with the highest resolution.

They are doing everything not to pay.

Casino guru the videos you received them too and they clearly attest to my submissions.

What are we talking about sorry?

Help me please

Buongiorno ,

é un calvario per non pagare.

Adesso mi hanno richiesto dei video con una risoluzione maggiore.

Sto inviando il link tramite we transfer con la maggior risoluzione.

Stanno facendo di tutto per non pagare.

Casino guru i video li hai ricevuti anche tu e chiaramente attestano i miei invii.

Di cosa stiamo parlando scusa?

Aiutami tu per favore

A

Hello Marquez199,

I am glad to hear you came to a satisfactory agreement with the casino. Thank you for letting us know. We will now close the complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.