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Hello, I deposited a lot and finally won € 1,900.

the money was transferred to me on 02/22/21 so it was on my account.

In retrospect, I sent an email to the casino and asked to block or delete my account because I no longer wanted to deposit.

Now it is noted on my account that the money has apparently been booked back because my account shows 00.00.

if the casino booked the money back for me, I would like to get my winnings back.

thanks in advance

Hallo ich habe viel eingezahlt und dann schließlich 1.900€ gewonnen.

das Geld wurde mir am 22.02.21 überwiesen also war auf mein Konto.

im Nachhinein habe ich eine email ans Casino gesendet und habe drum gebeten meinen Account zu sperren bzw löschen weil ich nicht mehr einzahlen wollte.

Nun ist auf meinem Konto vermerkt das das Geld anscheinend zurück gebucht wurde weil mein Konto stand 00,00 anzeigt .

falls das Casino mir das Geld zurück gebucht hatte möchte ich gerne mein Gewinn wieder zurück.

danke im Voraus

Dear Djeneta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed the KYC verification successfully in the past? Do I understand correctly that your winnings have been sent to your account but never reached you? Which payment method you have opted for?

Additionally, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Djeneta,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.