Casinomustang - La solicitud de cierre de cuenta del jugador está bloqueada.

The casino won't close my account. The support email doesn't work. My message keeps getting returned. When I try to click on live support, it always redirects me back to the homepage.

Das Casino schließt mein Konto nicht. Die E-Mail des Supportsgeht nicht. Sie wird immer zurück an meine Mail gesendet. Wenn ich auf den Live Support drücken möchte, führt mich dies immer automatisch zur Startseite.

Dear tlipki,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinomustang.

I checked the casino website and the email of the support I found is support@casinomustang.com

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you tried to reach the casino via live chat and email on multiple occasions?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share with me your attempts at communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I wrote to the casino at this email. I forwarded it to you

Ich habe dem Casino geschrieben an diese Mail. Ich habe Ihnen das weitergeleitet

I have now won 1,000 EUR in the casino. Please wait until the payout

Ich habe nun 1.000 EUR in dem Casino gewonnen. Bitte warten Sie, bis zur Auszahlung

Thanks for your message.

Have you tried to contact the casino via Telegram or other social platforms?

https://t.me/CasinoMustang

Have you received any reply?

I would now like to ask you to wait because of my upcoming payout.

Ich möchte Sie nun erst einmal bitten, abzuwarten aufgrund meiner anstehenden Auszahlung.

I cannot reach the casino regarding verification

Ich erreiche das Casino nicht bzgl. der Verifizierung

I lost it. Why isn't the casino responding? The email doesn't work.

Habe es verspielt. Wieso antwortet das Casino nicht? Die Mail funktioniert nicht.

now I have won 2,000€

jetzt habe ich 2.000€ gewonnen

Does this casino still exist?

Gibt es dieses casino überhaupt noch??

Thank you very much, tlipki, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello tlipki,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casinomustang,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

What happens if they don't respond?

Was passiert, wenn die nicht antworten?

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.

How does this help me ?

Inwiefern hilft mir das weiter?

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators. Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal V