Orozino Casino - El retiro del jugador se retrasa y no responde.

The casino isn't responding, and I can't withdraw the money I played with my 10 euro deposit, which I converted into 3,600 euros after meeting the legal requirements and even wagering the required 0.50 euros. It's a scam, and I want to be paid. They don't answer my emails, and I can't see my credit history. It's a fraud. I demand the money I won.

El casino no responde y el dinero jugado con mi depósito de 10 euros que he convertido en 3600 después de cumplir los requisitos legales e incluso apostando los 0.50 que exigen no me deja retirarlo. Esu a estafa y quiero que me paguen.no contestan a mis correos y no puedo ver el historial , es un fraude. Exijo el dinero ganado

Dear aencper19863,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Orozino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely: 

• Please specify if you have already submitted a withdrawal request or if you are experiencing any problems with it. 
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification?  

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear aencper19863,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru

We've reopened this complaint at the request of aencper19863. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We have received the following message from the player:

Please specify if you have already submitted a withdrawal request or if you are experiencing any issues with it.

They completely ignore my withdrawal verification requests, they make up claims that I did not meet the requirements, unauthorized charges and charges of a different amount than the deposited and charged, days later they are retained, the games are rigged, they follow a pattern that makes it impossible to win, you never always lose, zero customer service, a chat bot, they inject bonuses and your balance disappears, in other words, they scam and I want to get my money back, I will also report it to the police if necessary

Could you tell me which games you focused on: slots, live casino, sports betting, etc.?

Slot machines

Did you pass verification?

There's no way to transfer it. There's no history or access to anything. They only keep your money when it's all together and the amount is large. Failed deposits never added to the balance are charged. Tell me how to proceed so no one suffers anymore. I'm claiming the 3,600 euros deposited and that I had in my account.

We’ve reopened this complaint at the request of aencper19863. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We have received the following message from the player:

Por favor, especifique si ya ha enviado una solicitud de retiro o si está experimentando algún problema con ella.

Ignoran por completo mis peticiones de retiro verificación se inventan que no cumplí requisitos, cargos no autorizados y de importe diferente al depositado y cargado días posteriores retenidos, los juegos están amañados siguen un patrón que es imposible ganar nunca siempre se pierde, atención al cliente nula un chat bot, inyectan bonos y desaparece tu saldo, es decir estafan y quiero recuperar el dinero , denunciaré en la policía también si es necesario

¿Podrías indicarme en qué juegos te concentraste: tragamonedas, casino en vivo, apuestas deportivas, etc.?

Tragamonedas

¿Pasaste la verificación?

No hay posibilidad de pasarla ,no hay historial ni acceso a nada , solo se quedan con tu dinero cuando está todo juntos y el monto es grande y depósitos fallidos nunca añadidos al saldo se cobran ,díganme el proceder que nadie lo sufra más. Reclamo los 3600 euros depositados y que tenía en cuenta

Dear aencper19863, thank you for your reply. Do I understand correctly that you have a balance of €3600, but the casino doesn't allow you to submit a withdrawal request?

Can you please specify if you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance.

Dear aencper19863,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They added a bonus to me without my request, and the cash was fraudulently converted into a non-withdrawable balance. I received an email stating that they added 100 free chips to trigger the situation. I need to recover that money. I've already filed a complaint through other channels. I don't see a solution this time, but I appreciate your help.

Me agregaron un bono sin solicitarlo y el dinero en efectivo se convirtió de manera fraudulenta en saldo no retirable. Tengo el correo de que me agregan 100 free chips para provocar la situación, necesito recuperar ese dinero. Ya he denunciado por otras vías . Por esta no veo solución aunque le agradezco su ayuda

Thank you very much for your reply, aencper19863. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, aencper19863, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you aencper19863 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Orozino Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

The casino is the least likely to cooperate. It's fraudulent and has taken all my money, including deposits of amounts different than the one requested. It'll only be possible in court; you won't be able to recover my money. I'm sure of it. Thanks for wasting your time. I'm sorry to be like this. But I haven't read a single case where you helped the injured parties recover their money. Best regards, I hope you'll change my mind.

El casino lo que menos va hacer es colaborar, es fraudulento y se ha quedado con todo mi dinero y con depósitos de importes diferentes al solicitado. Solo será posible en un tribunal, ustedes no van a poder recuperar mi dinero. Estoy seguro. Gracias por perder el tiempo. Siento ser así. Pero no he leído ni un caso en el que ustedes ayuden a los perjudicados a recuperarlo. Un saludo , espero que me hagan cambiar de opinión.

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.

And what's the benefit to me? They still haven't returned my money. And it's very unfair to feel this way. I've been scammed and robbed, and no one is offering me a solution.

Y en qué me favorece a mí? Aún no me han devuelto mi dinero. Y es muy injusto verse así. Me han estafado y robado y nadie me da una solución.

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. I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them however the casino doesn't display their license validator, which is used to submit a complaint, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter