Fairspin Casino - El jugador solicita un reembolso debido a la reapertura de la cuenta.

In January 2023, I informed this Casino that I was addicted to gambling and requested the closure of my account.

A few days ago, they allowed me to reopen it, knowing that I am addicted, and permitted me to deposit and spend over 11,000 euros.

I am seeking a refund.

Em Janeiro de 2023 informei este Casino que estava viciado no jogo e pedi o encerramento da conta.

Ha uns dias atrás deixaram reabri-la, sabendo que sou viciado e permitiram depositar e gastar mais de 11 mil euros.

pretendo o reembolso.

Dear Dezanove19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

Hi Petronela,

I already sent it to you.

I sent emails in 2022 and 2023. Several emails.

In all of them I mentioned that I am addicted to the game.

Fairspin, despite knowing, always opened my account immediately after my request.

As you know, an addict does not control their actions and it is up to the Casinos to have mechanisms that prevent them from playing.

Fairspin does the opposite, taking advantage of people's fragility!

Ola Petronela,

Ja te enviei.

Enviei e-mails em 2022 e em 2023. Vários e-mails.

Em todos referi que sou viciado no jogo.

A Fairspin, apesar de saber, sempre abriu a minha conta, imediatamente após minha solicitação.

Conforme sabes um viciado não controla as suas acções e cabe aos Casinos terem mecanismos que os impeçam de jogar.

A Fairspin faz ao contrário, aproveita-se dessa fragilidade das pessoas!

FairSpin stopped responding to me completely!

Here is an example of a Casino that doesn't care about people, it only aims to make a profit and take advantage of players.

A FairSpin deixou de me responder completamente!

Aqui está um exemplo de um Casino que não quer saber das pessoas, visa apenas o lucro e aproveitar-se dos jogadores.

Hi Dezanove19,

I have checked the terms and conditions and this is what I found (here):

SELF-EXCLUSION

Last updated: 4 May 2023

All capitalized terms not otherwise defined in this document shall have the meanings ascribed to them in the Terms of Service.

TOOLS

We offer a number of tools to help You plan and control Your gaming activity. Keeping track of how much You play for is something We recommend all Our players, and that You can easily do by following Your transaction history.

COOLING OFF

If You want to take a break from gambling, We offer the option of suspending Your Member Account for the time You need, giving You some time to cool off and reflect on Your gambling situation. To request self-exclusion, You should contact Our customer support via email at support@fairspin.io. to confirm Your decision to proceed with self-exclusion, name the reason for self-exclusion and choose the time period of blocking: 24 hours, 7 days, 1 month, 6 months, 1 year or for an indefinite period of time. Should You wish to close Your Member Account for another time period You can always contact our customer support who will be happy to help you with this request.

Both of your forwarded emails appear to have been sent to an email address different from the one listed in the terms and conditions. Have you sent any emails to support@fairspin.io? Ideally, please forward the original email to petronela.k@casino.guru instead of screenshots.

Thank you.

Hello,

All emails were sent to the address you provided.

I will forward it to Petronela.

Olá,

Todos os e-mails foram enviados para o endereço que indicas.

Vou reencaminhar para a Petronela.

Here are two prints with the email.

FairSpin assigns names to the email.

Aqui estão dois prints com o e-mail.

A FairSpin é que atribui nomes ao e-mail.

Thank you very much, Dezanove19, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.  

With all due respect, which is a lot, Jozef always takes a long time to respond, NEVER responds to emails and ALWAYS decides in favor of the Casino.

Can you put someone impartial to deal with the issue?

thanks.

Com todo o respeito, que é muito, o Jozef demora sempre imenso a responder, NUNCA responde a e-mails e decide SEMPRE a favor do Casino.

Podem colocar alguém imparcial a tratar do tema?

obrigado.

Dear Dezanove19,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Be aware that this is the third case I am assigned to assist you with. One case was resolved, and one was rejected as unjustified. It is not my personal decision, but a decision made according to our policies. I will discuss your request to be assigned to someone else with my team.

Dear Dezanove19,

We have also addressed your Fairspin case, and the decision is that if you seek our assistance, you must work with me. My focus is on responsible gambling issues, and it is not up to your decision or preference to choose who handles your case. Can you please tell me if you wish to proceed with the resolution or if you prefer me to close the case?

I want to proceed with the resolution.

If the casino wants to resolve the matter, even today, and transfer half of the €6000 amount to me, we will close the case safely.

Thanks.

Quero proceder à resolução.

Se o casino quiser resolver a bem, ainda hoje, e me transferirem metade do valor 6000€, encerramos o caso a bem.

Obrigado.

Dear Fairspin Casino team,

May I kindly request your reaction and explanation of the situation?

Hello!

The Gaming Platform Team was waiting for this invitation and we will be glad to take part in this complaint to make it clear.

First of all we would like to state one of the main points at the moment - this public complaint was opened but customer also received personal consultation about this situation through email.

Main points from the Gaming Platform Fairspin is absolutely simple and based on the Terms and Conditions. 

All details of this situation have been checked by all relevant Departments. 

Customer agreed with all points of the Terms and Conditions upon registration. 

With that fact the player confirms that he or she is one who is responsible for any action that takes place on the account.

As long as the player does not violate rules, we do not interfere with the player's will regarding his or her funds or actions in the account.

That is why the account of this customer was unblocked due his request in 2024. 

It was a simple use of basic function and service that is set and avilable by Terms and Conditions. 

In 2023, when the player asked us to block his account, we processed this request. 

Since the procedure for permanent (unrecoverable) block was violated, the block could have been lifted at customer request.

Such blocking requests took place before but they were not finished successfully by the customer side. 

Account was blocked in 2023 and unblocked in 2024 due customer request. 

All processes that took part in this situation were in frames of the Terms and Conditions of the Gaming Platform. 

As of now, the account of the former member of the gaming platform has been permanently blocked (unrecoverable), according to the last relevant request, due to gambling addiction.

All part of this complaint can be sure that Fairspin completed correctly all obligations that we have. 

Respectfully,

Fairspin! 

Good morning,

This response from FairSpin doesn't make any sense.

This Casino is not fair!!!

I requested self-exclusion in 2023 on the basis of gambling addiction and the Casino knows this.

In 2024 knowing that I am addicted, they allowed me to open the account instantly, without any respect for responsible gaming policies.

They know that an addicted player does not have control over themselves and their actions, which is why there are legal mechanisms imposed on casinos to not allow addicted players to play.

This Casino does not respect that! A player requests self-exclusion due to addiction and then requests reopening and the Casino opens the account without any problems.

When and how did I violate the procedure? This part of the answer is imperceptible and out of context! In 2023 I reported that I am addicted and the account was blocked. So don't make it up.

What is the self-exclusion mechanism for? Does not respect the law or good customs.

Furthermore, do they allow a player who they know is addicted to the game to deposit and spend more than 12 thousand euros?

As I already mentioned, I still believe in good practices and that FairSpin positions itself as a serious Casino.

For medical treatment, I accept a refund of half the amount of €6000, as long as it is made today.

I await response.

Thanks.

Bom dia,

Está resposta da FairSpin não faz sentido nenhum.

Este Casino não é justo!!!

Eu pedi a autoexclusao em 2023 com base no vício do jogo e o Casino sabe disso.

Em 2024 sabendo que sou viciado, permitiram-me abrir a conta instantaneamente, sem qualquer respeito pelas políticas de jogo responsável.

Sabem que um jogador viciado não tem o controlo sobre si e sobre as suas acções, daí existirem os mecanismos legais impostos aos casinos para não permitirem jogadores viciados jogar.

Este Casino não respeita isso! Um jogador pede a autoexclusao por vício e de seguida pede a reabertura e o Casino abre a conta sem problema.

Em que momento e de que forma violei o procedimento? Essa parte da resposta é imperceptível e está fora do contexto! Em 2023 informei que sou viciado e a conta foi bloqueada. Portanto, não inventem.

Para que serve o mecanismo de autoexclusao? Não respeita a lei nem os bons costumes.

Para além disso, deixam um jogador que sabem ser viciado no jogo depositar e gastar mais de 12 mil euros?

Tal como já referi, ainda acredito nas boas práticas e que a FairSpin se posicione como um Casino sério.

Para me tratar sob ponto de vista médico, aceito um reembolso de metade do valor 6000€, desde que feito hoje.

Aguardo resposta.

Obrigado.

Dear Fairspin Casino team,

Thank you for your cooperation. Based on the evidence and information provided by the player, the account was initially closed due to a gambling problem. Can you confirm this? When an account is closed due to a gambling problem, it should never be reopened. There are a few exceptions when it is relevant, after many years when it is possible for a player to be treated, with a sufficient reopening process, including a cooling-off period so you are sure you are not allowing a relapsed person to lose in your casino.

Dear Jozef,

As it has been mentioned - blocking requests took place before but they were not finished successfully by the customer side.

Since the procedure for permanent (unrecoverable) block was violated, the block could have been lifted at customer request.

After that customer have used the self-exclusion function.

In case of activation of the self-exclusion from the customer side we are able to unblock the account with the first request and we did it by direct request. 

We must pay special attention one more time to the fact that the previous blocking request has not been finished correctly by the customer and that is why standard functions/processes of the gaming platform were available. 

At this moment the account of this former member of the gaming platform is blocked permanently without any possibility to restore it by correct request and processing of all points. 

In this case and previous requests Fairspin always follows all points of Terms and Conditions and mechanics that are set for a specific process.

We really care about only the correct completion of every request. 

Respectfully,

Fairspin! 

It's a lie, the account was actually closed until you asked to open it.

If it was open I wouldn't need to ask to open it.

They have several emails asking for self-exclusion due to addiction, why wouldn't they complete the procedure?

Don't lie publicly, be serious.

É mentira, a conta esteve efectivamente fechada até ter pedido para a abrir.

Se estivesse aberta não precisaria de pedir para a abrir.

Têm vários e-mails a pedir a autoexclusao por vício, porque não concluiriam o procedimento?

Nao mintam publicamente, sejam sérios.

Dear Fairspin Casino team,

player provided multiple screenshots where he clearly informed your support about a gambling problem. Has he received any information on what he should do?

Could you also explain in more detail what is meant by an unfinished self-exclusion process so it is more understandable?

Dear Jozef,

We are sorry to hear that such questions take place.

It looks like not all details have been provided by former member of the gaming platform. 

To be short - every process and request that stays in the area of responsibility of the gaming platform always has its own algorithm that is set by Terms and Conditions. 

Fairspin always follows and processes every obligation that we have. 

In case of any request from member of the gaming platform we are always ready to help with it and provide all information about it. 

Situation of Dezanove19 is not an exception, all details of processes that take place with specific request have been provided but not completed by former member of the gaming platform.

Now we have the result, after the correct request and following of the process - account has been blocked. 

Exactly that confirms that we do not refuse to process requests of the member of the gaming platform when it is completed correctly. 

Also we want to go back to the point mentioned earlier.

Dezanove19 opened this public complaint but at the same time there was private consultation through email and we do not see any mention of it by a former member of the gaming platform.

We take this situation really seriously and it has been checked by all relevant departments of the gaming platform with all details.

All information due the situation and request has been checked multiple times.

Details of request have been provided at the moment of request.

At this moment all processes have been completed correctly and we informed Dezanove19 about it. 

Fairspin always cares about only the best level of the customer service but that is possible only in the correct format. 

Respectfully,

Fairspin! 

What was not provided??

Keep inventing!

It's regrettable! How does Casino Guru have a casino like this rated as serious, if they are liars and make things up?

There is no doubt that they are lying and that I had already requested self-exclusion and that the account was closed.

They failed internally and as a result they kept €12,000 of mine as I am curing my addiction.

They don't respect the law!

Give me my money back, it's the least you can do.

O que não foi fornecido??

Continuam a inventar!

É lamentável! Como é que a Casino Guru tem um casino destes avaliado como sério, se são mentirosos e inventam?

Nao existem dúvidas de que estão a mentir e que já tinha pedido a autoexclusao e que a conta foi fechada.

Falharam internamente e em consequência disso ficaram com 12000€ meus que me estou a curar do vício.

Nao respeitam a lei!

Devolvam o meu dinheiro, é o mínimo que podem fazer.

Here is the evidence that FairSpin is lying.

In 2023, they responded to my self-exclusion request saying that the account was blocked at my request, due to gambling addiction, and that I would never be able to open it again.

Aqui estão as provas em como a FairSpin está a mentir.

Em 2023 responderam-me ao pedido de autoexclusao a dizer que a conta estava bloqueada a meu pedido, por vício no jogo, e que nunca mais a poderia abrir.

Further proof of the blockade!

Mais uma prova do bloqueio!

Dear Fairspin Casino team,

Although I do trust you, I ask these questions to ensure compliance with responsible gambling practices. You do not need to be short, I need all the details so I fully understand what has happened. May I kindly ask you to cooperate?

The player provided multiple screenshots where he clearly informed your support about a gambling problem. Has he received any information on what he should do?

Could you also explain in more detail what is meant by an unfinished self-exclusion process so it is more understandable?

Evidence can be forwarded to my email address jozef.k@casino.guru.

FairSpin already has other complaints on this topic, including one that was not closed due to nothing being able to be concluded.

There is no doubt, this Casino does not comply with legislation and good practices regarding responsible gaming. On the contrary, it takes advantage of addicted and sick players to make money.

They took all my money, taking advantage of the fact that I was addicted.

This Casino even uses the word Fair to deceive and convey an image of seriousness, when it is not.

I will only give up when they give me my money back.

I understand that if they don't return the money and admit the mistake, they should not be on Casino Guru or recommended.

A FairSpin já tem outras reclamações sobre este tema, inclusivamente uma que não foi fechada por não se ter conseguido concluir nada.

Nao há dúvidas, este Casino não cumpre com a legislação e boas práticas sobre o jogo responsável. Antes pelo contrário, aproveita os jogadores viciados e doentes para ganha dinheiro.

Ficaram com todo o meu dinheiro, aproveitando-se do facto de ser viciado.

Este Casino inclusivamente utiliza a palavra Fair (justo), para enganar e passar uma imagem de seriedade, quando não o é.

Eu só desistirei quando me devolverem o meu dinheiro.

Entendo que se não devolverem o dinheiro e assumirem o erro, não devem estar no Casino Guru nem ser recomendado.

Dear Jozef,

The Fairspin Team is always ready to cooperate with CasinoGuru and provide all available information. 

Letter with detailed information to mentioned points has been sent to your email. 

We hope that it will help to resolve the current situation.

Respectfully,

Fairspin! 

Hello,

For my part, I've already sent everything!

Does FairSpin send letters? Why don't you send communications.

We are waiting for Jozef's decision.

Thanks

Olá,

Da minha parte também já enviei tudo!

O FairSpin envia cartas? Porque não envia as comunicações.

Ficamos à espera da decisão Jozef.

Obrigado

Dear Dezanove19,

be aware that my communication with the casino team is still ongoing. I will get back to you as soon as it finishes.

Dear Jozef,

Thanks for your response.

The timer should remain where it was.

Regarding FairSpin's stance, it is unacceptable. They closed my account due to an error and reopened it just because I asked.

They have to admit their mistake and reimburse me!

If they do not, they cannot be recommended by Casino Guru.

Thanks

Caro Jozef,

Obrigado pela sua resposta.

O cronómetro deve continuar de onde estava.

Relativamente à postura do FairSpin, é inadmissível. Fecharam a minha conta por vício e voltaram a reabri-la só porque pedi.

Têm de admitir o erro e reembolsar-me!

Caso não o façam, não podem ser recomendados pelo Casino Guru.

Obrigado

There were 4 days left until the deadline ended and Jozef set the timer at 6 days.

FairSpin lied to Casino Guru themselves and they continue to recommend it…

Anyway, more of the same.

As an addict, I was left without my 12 thousand euros. Casino Guru always sides with Casinos and favors them with deadlines.

This deserves to be investigated by the authorities.

Faltavam 4 dias para o prazo terminar e o Jozef pôs o cronometro nos 6 dias.

A FairSpin mentiu ao próprio Casino Guru e continuam a recomendá-lo…

Enfim, mais do mesmo.

Eu enquanto viciado fiquei sem os meus 12 mil euros. O Casino Guru fica sempre do lado dos Casinos e favorece-os com prazos.

Isto merece ser investigado pelas autoridades.

Dear Dezanove19,

I am still in contact with the casino team. Be aware that the casino team does not want to issue a refund. Since you never completed the self-exclusion process, this means that when you informed them about your gambling problem, they emailed you back, providing a 24-hour cooling-off period. You should have contacted them again to confirm your self-exclusion, but according to their records, you never did.

I can confirm that you would have been much safer if you had completed that process. However, I believe this process is not in line with the terms and standards of responsible gambling. The cooling-off period for a problem gambler to change their mind does not make sense. Therefore, I believe this process was flawed, and based on all the information I have now, I believe you deserve compensation.

This is last update with last information I have. I will certainly update you when there is more. But, if you are unhappy with my process and want to close it, I can close the case but in that case the only solution would be rejecting it and redirecting you the the licensing authority.

If I didn't complete it, how did they close the account?

I remember, I had to ask to reopen it.

I await the refund. If they don't, Casino Guru just has to classify them as very bad and remove you from the recommended casinos.

Se não concluí como encerraram a conta?

Relembro, tive de pedir para a reabrir.

Aguardo o reembolso. Se não o fizerem, o Casino Guru só tem de os catalogar como muito mau e retirá-lo dos casinos recomendados.

At the time I sent several emails according to the prints. Let them stop lying.

Na altura enviei vários e-mails conforme os prints. Eles que deixem de mentir.

Dear Dezanove19,

the casino team requested more time for the case evaluation. I am extending the timer by 7 days.

More time?

Why give more time to a casino that doesn't give you information??

How many addicts are falling for this lie and destroying their lives?

Mais tempo?

Porque dão mais tempo a um casino que não vos dá a informação??

Quantos viciados estão a cair nesta mentira e a destruir as suas vidas?

Jozef changed the description of the case and I don't understand why.

continues to extend the deadline at FairSpin's request, without explanation. You already know that this Casino has failed and does not respect responsible gaming.

casino guru continues to refer this casino as very high, when it has a very bad level.

casino guru continues to recommend this Casino.

During this month, how many addicts have already destroyed their lives because they saw a Casino recommended by the casino guru, they trusted and are not respected when they ask for the account to be closed due to addiction?

How many lives are being harmed because Jozef simply accepts the extension of the deadline at Casino's request?

How can the casino guru say he is impartial, when he is clearly protecting a Casino that does not respect anything or anyone and acts illegally?

O Jozef alterou a descrição do caso e não entendo porque.

continua a estender o prazo a pedido da FairSpin, sem explicação. Já sabe que este Casino falhou e não respeita o jogo responsável.

o casino guru continua a referenciar este casino como muito alto, quando tem um nível muito mau.

o casino guru continua a recomendar este Casino.

durante este mês, quantos viciados já destruíram a sua vida porque viram um Casino recomendado pelo casino guru, confiaram e não são respeitados quando pedem o encerramento da conta por vício?

quantas vidas estão a ser prejudicadas, porque o Jozef aceita simplesmente a extensão do prazo a pedido do Casino?

como pode o casino guru dizer que é imparcial, quando está nitidamente a proteger um Casino que não respeita nada nem ninguém e actua de forma ilícita?

Dear Dezanove19,

There is an ongoing discussion between me and the casino team. I suggest you remain patient and continue working with me. Alternatively, you can choose to escalate the matter and transfer it to the appropriate authority if you prefer.

Jozef,

When will they return my money?

you have been promoting a corrupt Casino for over a month.

I believe it is urgent to be resolved.

I propose, either they return the money until the response deadline ends, or they stop promoting and recommending the Casino and reducing the security rating.

what do you think?

Jozef,

quando vão devolver o meu dinheiro?

vocês estão há mais de um mês a Promover um Casino corrupto.

creio que é urgente, para se resolver.

proponho, ou devolvem o dinheiro até acabar o prazo de resposta, ou deixam de promover e recomendar o Casino e reduzem o índice de segurança.

o que acham?

Dear Jozef,

the deadline is coming to an end. Can you make my posts public so everyone knows what's going on please?

I believe that casino guru wants to help people and not collude with casinos that take advantage of addicted players.

Let's make this public and if FairSpin doesn't return the money, make it clear what they are.

Caro Jozef,

o prazo está a terminar. Pode tornar públicas as minhas publicações para que todos saibam o que se está a passar pf?

creio que o casino guru quer ajudar as pessoas e não compactuar com casinos que se aproveitam de jogadores viciados.

vamos tornar isto público e caso a FairSpin não devolva o dinheiro, deixar bem patente aquilo que são.

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.

Jozef,

This is neither fair nor serious!

They are repeatedly giving the Casino 7 days, they have already done it 6 times!

Have you ever thought about how many people ruin their lives during these periods of time?

comply with the defined timing. They had already given 7 days, several times, they didn't respect it, they put us as not recommended.

Jozef,

isto não é justo nem sério!

estão reiteradamente a dar 7 dias ao Casino, já o fizeram 6 vezes!

já pensaram em quanta gente da cabo da vida nestes períodos de tempo?

cumpram com o timing definido. Já tinham dado 7 dias, várias vezes, não respeitaram, ponham nos como não recomendados.

Dear Dezanove19,

Please note that allowing the casino team adequate time to respond, typically 7 to 14 days, is standard procedure. Resolving complaints involves multiple departments and strategic decisions, so it may not be as quick as you might expect. If the casino team fails to respond within the next 24 hours, the case may remain unresolved, which could negatively impact their safety index on our website.

Hello!

Fairspin Team really appreciates the time and patience of every part of this complaint.

We appreciate the correct comment of Jozef.

This situation is really not simple and we care about the correct solution. 

At this moment our point and possible option has been sent to Jozef.

It has been sent exactly to the Jozef due to his impartial part in this complaint. 

Respectfully,

Fairspin! 

Make the information public!

Why do they hide it from people?

Will they return my money or not?

Tornem a informação pública!

porque a escondem das pessoas?

vão devolver o meu dinheiro ou não?

Dear Jozef,

I ask that you make the entire investigation and conversation public, so that everyone knows what this Casino is and is not deceived and harmed like me.

make everything public. Inform people about what this Casino does and how it acts in the market.

It is important to raise awareness and keep people away from this illegal Casino that deceives everyone!

Caro Jozef,

peço que torne pública toda a investigação e conversa, para que todos saibam o que este Casino é e não sejam enganados e prejudicados como eu.

torne tudo público. Informe as pessoas do que este Casino faz e de como age no mercado.

é importante dar a conhecer e afastar as pessoas deste Casino ilegal e que engana todos!

Dear Dezanove19,

I was informed that you and the casino team found a compromise on the refund and that it should be processed within 24 hours. I am glad that we managed to find a solution to this situation. Please let me know as soon as you receive it.

They haven't paid anything yet.

Ainda não pagaram nada.

The 24 hours are up and I still haven't received my money.

As 24 horas estão a terminar e ainda não recebi o meu dinheiro.

24 hours have passed and the Casino hasn't paid!!!

Anyway! They're proposing a settlement of €3900, when they owe €12,000 and won't even pay that.

the agreement is null and void, I demand the full amount back.

Passaram 24 horas e o Casino não pagou!!!

Enfim! Propõem um acordo de 3900€, quando devem 12000€ e nem isso pagam.

o acordo fica sem efeito, exijo a devolução da totalidade.

Dear Dezanove19,

I was informed by the casino team that you already received the agreed amount. Please, could you confirm?

It's a lie!!!! I got nothing!

this casino is a fraud, they offered to return 1/4 of what they owe me and they didn't even do that!!!!

É mentira!!!! Não recebi nada!

este casino é uma fraude, propuseram devolver 1/4 do que me devem e nem isso fizeram!!!!

Dear Dezanove19,

I am very sorry about the situation. I have received relevant evidence proving that the amount you agreed to be compensated with reached the address you confirmed with the casino team. I can confirm that this amount was clearly accepted by you and was received in a reasonable time frame. I was able to verify that you received the amount and it was already in your account two days ago. I had hoped that this case could be resolved, but as you are denying receiving it, I have no other option but to close this case as 'rejected'.

You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. 

Best regards, Jozef