¡Gracias por el mensaje! ¡Desafortunadamente no puedo presentar quejas!
Hello, pardon me for asking, I only aim to be sure regarding the complaint. Have you experienced any technical issues when you say, "I can't go into complaints", please?
If so, please provide further details and we will try to look into this.
Thank you so much for your kind consideration of the others. I only wish there was a way I could assist you, if only with the deposit bonus you were not given when you made the deposit. In my opinion, that is really unfair.
¡Sí, no puedo ingresar al enlace! ¡Me da un error!
oh, okay, so Radka had the right feeling that it could be some technical issue. I will try to post the link to you again here 👈, and if the issue still continues, please write to complaints@casino.guru or you can even post a screenshot of the error message it gives you when trying to open the link here.
Please let us know, and we will find the solution.
Después de 15 días ganando 2400 euros y esperando me banearon porque hice dos depósitos con la tarjeta de mi mujer... había enviado todos los documentos tal y como me pidieron e incluso me hice las fotos con el fotógrafo pagado.
Que tengo que hacer
Dear player,
finding this forum was indeed a good call. There is, however, a few bad news I have to tell you now.
One of the most important casino rules says, "Only use bank accounts and credit cards that are in your name."
The thing is: casinos have to fight activities like money laundering or card abuse. Hence, always read the rules before playing at any online casino to determine what is expected of you. Saying you were unaware of the rules will not get you very far, I fear, especially if you verified your acknowledgement of them by creating a casino account, which is also a standard step in the registration process.
The act of impersonating someone else through the KYC (Know Your Customer) verification process is analogous to using someone else's payment method. This, in my opinion, was the point at which the casino was positive that the card was not yours.
I'm really sorry you made this avoidable mistake; frankly, there is little you can do to fix that.
At least let me help you with other casino basic rules.
Read the guide called "Introduction to Online Casinos" 👈👈
I'll be here to answer your questions if you have some.
Buenos días, llevo 6 días esperando mis ganancias después de 14 días de verificación de cuenta. Te prometen retiros rápidos para jugadores VIP. En cambio, es solo una estafa, no hay rastro de mi dinero y me dicen que tengo que esperar dentro de los 14 días. Lo que es más grave, sufro de adicción al juego, envié el certificado médico hace dos meses. Se burlan de mí diciendo que me enviaron un correo electrónico para la cancelación que nunca llegó. Mientras que todos sus correos electrónicos llegan a diario. Por favor, ayúdenme, quiero mi dinero rápidamente como prometieron. Y quiero cerrar esta cuenta. Respeto a mi hijo y la salud por encima de todo.
Dear palyer.
It is sad to hear such an experience firsthand. Am I assuming correctly you have self-excluded from the AAMS-licensed casinos, thus ended up in a completely unlicensed one?
Well, I searched their rules for advice on how to proceed with the account closure specifically for addicted people, but it seems there is nothing preventing this situation. I fear the only way to deal with it is to submit a complaint within our Complaint Resolution Center. Just be prepared; the process takes some time, and we won't be able to help you as quickly as you would most likely expect.
Playing in a fresh casino always contains a bit of a risk, and I hope we will find someone from the casino willing to cooperate.
Submit the complaint here 👈, don't worry it is free. As I said, not much else to do at the moment.
Perhaps you can try to set up zero pay limits on all of your registered payment options to prevent further deposits. You may also try to ask someone you trust to change your casino password and keep you away from your registration email until the account gets finally blocked.
Do you have any other ideas on mind?
Muchas gracias por vuestra ayuda. Ahora voy a presentar una reclamación y, mientras tanto, voy a cambiar mi contraseña. ¡Gran idea! ¿Creéis que me van a dar mi dinero? He gastado demasiado. Muchas gracias.
With all possible honesty, I hope the matter regarding the withdrawal will end up resolved pretty soon.
Yet, it would be highly irresponsible to promise you that. In the mean time, however, try to get yourself entertained by anything available. Start watching a new series of popular shows. Take your children outside for a walk; go to the zoo. Just try to get gambling out of your head, even for a while. It must be really hard, and I understand time seems to be your great enemy. I would also try to set the limits, just as precaution. If the casino does not allow you to do so, try to set an online purchase limit on your card, and try the same for an e-wallet.
How are you feeling, anyway? Do you have someone close around to help you out?
Muchas gracias por vuestra ayuda. Ahora voy a presentar una reclamación y, mientras tanto, voy a cambiar mi contraseña. ¡Gran idea! ¿Creéis que me van a dar mi dinero? He gastado demasiado. Muchas gracias.
La página para abrir una queja no carga
Good morning,
I thought I should check on you early in the morning. Well, not sure what seems to be the matter with the link, but could you try to use this one, please?
https://casino.guru/complaints/create
Alternatively, access the complaint section and hit "create a complaint". The button is there.
The other option is to locate the button in your account - tab "complaints".
I just hope you did not find a technical bug on our site. Would you kindy send me a screenshot showing the full screen after you clicked or tapped the button, please? Just incase. We are at community@casino.guru
Estoy sola y es muy sospechoso. Por favor ayúdenme es la única plataforma que no puedo bloquear. Prometieron pago rápido, pasaron 6 días. Ayúdenme a recuperar mi dinero y cerrarla.
Por favor procedo con una denuncia
¡El enlace no funciona!
Thank you. Frankly, such a screenshot is not very helpful because it does not even show the URL. I have never seen this before, to be honest. Which aforementioned option resulted in this white emptiness, please?
1) your account - tab "complaints"
2) direct link I sent you
3) complaint section - button "submit complaint"
In any case, let's try something else: I suggest you try a different browser or device if you only use a smartphone; switch to a PC, please. Clean up the cookies and temporary files or access the link through.
In case none of this works, which would be highly annoying, please explain your current situation at complaint@casino.guru and ask them to submit the complaint for you.
Regarding the casino issue, any luck closing your casino account, please?
Probé con otro navegador y no me deja cerrar
Ok. It would be really helpful to know which variant does not work. Maybe if you could capture a video and then send it to me at community@casino.guru, we may find something. Also add your current IP address, please. I'll forward it to our tech team.
To locate the IP, I suggest: https://whatismyipaddress.com/
About the casino, are you still in contact with anyone there? What was the last response to your account closure request?
Buen día,
Me estoy volviendo loco con Winnita para verificar mis documentos y poder retirar mis 3000 euros won, he enviado al menos veinte veces lo solicitado, pero siguen negándose a la verificación inventando que las fotos no son en alta definición (2,5 MB de media), creo que la única solución es denunciarlos, ya que hablas con operadores y te repiten lo mismo.
Hello,
I checked your complaint briefly, and it seems the casino is more concerned about the card missing your name on it. Though I must say I was quite surprised, the casino seemed to avoid your direct question about which document has and has not been approved. Do you perhaps come across any updates yet?
Do let us know, please.
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Una plataforma creada para mostrar el trabajo que llevamos a cabo para hacer realidad una industria del juego online más transparente y segura.
Un proyecto ambicioso cuyo objetivo es celebrar el trabajo de las empresas más responsables del mundo del iGaming y ofrecerles el reconocimiento que merecen.
