Querida radka
Mi queja no es sobre las apuestas deportivas.
Se trata del cierre de cuenta después del depósito sin ninguna explicación.
Creo que estoy muy acertado.
Regresé con una queja que también fue rechazada debido a información inconsistente como lo señaló el gurú del casino.
I'm sorry, I still do not understand what complaint are you reffering to. Would you kindly mind my closing question?
"Is it about some sort of reopening request maybe?"
In other words, have you tried to reopen your rejected complaint against this casino? It looks like the request has not been approved. Which explains why this latest course of events is not traceable in your Casino Guru account - you can check that for yourself.
I'm also quite accurate when it comes to tracking information, but as long as we are admins, not complaint mediators, we do not have such a kind of explanation available; thus, I'm asking you because you are complaining about something I'm not familiar with.
Can you please try to help me understand your current concern?
Sí, solicitud de reinicio.
Rechazado por su casino.
Cumple todos los criterios para abrir una denuncia.
Se trata de cerrar una cuenta y no una apuesta deportiva.
Lamentablemente, me veo obligado a escribir una reseña negativa sobre el casino Guru en Trust Pilot.
Sí, solicitud de reinicio.
Rechazado por su casino.
Cumple todos los criterios para abrir una denuncia.
Se trata de cerrar una cuenta y no una apuesta deportiva.
I see now, thank you.
You are concerned about the complaint reopen request, which has nothing in common with the complaint you tried to reopen.
Perhaps this is also the part that is not very clear to the mediator. It is, for instance, not very clear to me.
Since the original complaint was related to the sportsbetting and did not include a closed account, I see no point in reopening it, for instance. It would be better to submit a new complaint, I'd say.
In any case, I explained to you that this is a forum, not a complaint - I'm not part of the dedicated Complaint Team, so I do not know how specifically you asked for the reopen and what response you got.
Could you kindly share the message you got as an explanation for the complaint rejection, please? We may discuss the details first instead of keeping mentioning Trust Pilot from your side.
Thank you.
Esto es rechazo
Thank you for the screenshot.
In the morning, I discussed this situation with my team, and according to the best of our understanding, we are convinced that reopening the case, which was previously rejected due to sports betting, was not the best course of action. I believe I already mentioned that in my previous response, so let me be more concrete:
The complaint was rejected because it seemed you had placed a sports bet. After you did, the account was closed.
The reopening request, among other things, says that you deposited 100€ and without any single bet, your account was closed and you could not contact the casino.
It actually sounds like the same situation described in two ways - only the sports betting, which would have led to the request's rejection, was left out.
Could you please confirm if the circumstances behind this "new" account closure at the same casino were entirely different?
In any case, we are sorry to see you were provided with an inaccurate explanation. The situation I outlined is the problem, not any "inconsistent information" of any kind, in our opinion.
I will wait for your update on the second account closure, but I want to emphasize one thing again:
Any events associated with sports betting and its rules are outside our reach and won't be accepted in the form of complaint.
Querida radka, gracias por la respuesta.
Creo que lo tengo bastante claro.
No hay ningún problema con las apuestas deportivas.
Repito su queja tiene que ver con el cierre de mi cuenta sin ninguna explicación por parte del casino.
Sencillo y claro.
Espero que usted abra mi queja.
Dear user,
Could you, instead of commanding me here, help me understand how you overcame the first account closure? I believe I was also pretty clear and transparent.
It is your turn to explain both events. I suggest you put some efforts into that; otherwise, we won't be able to move forward. As a result, the situation will remain the same for you too.
I hope you understand that and will cooperate. I'm currently most likely the only one interested in your situation, based on the rejected reopen request.
Entiendo que eres el único que está intentando ayudarme y te agradezco mucho por eso.
Quizás la traducción automática no entienda mi problema.
Empecemos desde el principio.
Me registré en el casino National Bet sin que el casino me pidiera verificación.
Hice 7 depósitos de 100 euros que aposté tanto en tragamonedas como en apuestas deportivas.
En el octavo depósito de 100 euros y aunque el dinero había salido de mi banco y fue transferido a mi cuenta del casino, cerraron mi cuenta sin ninguna explicación.
He estado tratando de comunicarme con Casino National Bet y pedir una explicación sobre el cierre de mi cuenta y no he recibido respuesta de ellos.
Le pedí a Casino Guru que investigara el asunto presentando una queja, la cual fue rechazada.
Esta es toda la realidad querida radka.
Thank you very much for your effort and the description.
Perhaps you are quite right, and the auto-translator gave us both a hard time.
The way I see it, though, the situation with the casino is still the same as in the first complaint. What makes you think it is not bound to your previous sports betting activities? I mean, in order to reopen the complaint, you must first explain that to the mediator. I'm trying to figure out how to do that...
Let me ask my colleagues first, please. I'll get back to you.
Querida radka
Creo que la apuesta nacional es una estafa.
El cierre de la cuenta no tiene nada que ver con las apuestas deportivas
Querida radka
Aquí está la prueba de que me han cerrado la cuenta. 
Repito, no tiene nada que ver con apuestas deportivas.
Dear player,
I am aware that your account has been closed, and since it appears that you are still unaware of the reason for the closure, I think it is fascinating that you can state with such certainty that it has nothing to do with sports betting.
Consider that from our perspective, please:
There is a good chance the relationship exists because your account was closed after you bet on sports.
Assuming that the complaint is accepted, our first goal is to plan the best course of action for contacting the casino and requesting an explanation. "The account was closed due to activities violating our sports betting rules." is what the casino might say. How would we respond?
In addition, you acknowledged that the account was closed following your sports wager. Now you're saying it has nothing in common.
Could you explain that to me, please?
Querida radka.
Este casino en particular no está controlado por ninguna autoridad reguladora.
Fundada en septiembre de 2024.
La calificación que recibe en Trust Pilot es 2.2 y muchos jugadores hablan de un casino fraudulento.
Si miras aquí en el foro encontrarás lo mismo de los jugadores.
El casino cambió su correo electrónico en un día y desde m"> lo hice es decir, le quitó una m, lo cual es muy sospechoso.
Querido radka, ¿qué te hace pensar que el casino no es una estafa y aceptas que he roto las reglas?
Intente ponerse en contacto con el casino.
Cosa muy difícil.
Querida radka
A continuación se muestran algunas reseñas de usuarios en Trust Pilot.
¿A qué esperas para ayudar a los jugadores? 
Querida radka.
Este casino en particular no está controlado por ninguna autoridad reguladora.
Fundada en septiembre de 2024.
La calificación que recibe en Trust Pilot es 2.2 y muchos jugadores hablan de un casino fraudulento.
Si miras aquí en el foro encontrarás lo mismo de los jugadores.
El casino cambió su correo electrónico en un día y desde m"> lo hice es decir, le quitó una m, lo cual es muy sospechoso.
Querido radka, ¿qué te hace pensar que el casino no es una estafa y aceptas que he roto las reglas?
Intente ponerse en contacto con el casino.
Cosa muy difícil.
Hi!
I get what you are saying, but in my opinion, it has now nothing to do with your choice to play there in the past. Furthermore, the complaint matter is still focused on your sports betting history, so even if the casino is somehow defrauding players—and I am not saying that it is—it would not be relevant.
Please do not mistake the most urgent issue for unrelated assumptions.
Now, would you please respond to my query?
"In addition, you acknowledged that the account was closed following your sports wager. Now you're saying it has nothing in common.
Could you explain that to me, please?"
Thank you.
Querida radka
A continuación se muestran algunas reseñas de usuarios en Trust Pilot.
¿A qué esperas para ayudar a los jugadores?
If I'm not mistaken, you picked up this casino/sportsbook deliberately, didn't you? In my opinion, it is not very reasonable to accept Trust Pilot reviews retroactively as evidence in these situations.
I strongly advise you to focus your efforts to explain your quite contradictory descriptions of the events related to your rejected complaint. 🙏
Querida radka
Las cosas son simples
Cerraron mi cuenta sin ninguna explicación
Después de un depósito de 100 euros
No nos cansemos de ello
Fair enough.
Let me just state that your reopen request has very little chance of being accepted if you continue using this shortened version without addressing the inconsistencies that even I noticed during our conversation. I think I mentioned the primary issue more than once.
I am sorry, but I am unable to assist you in this manner.
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