Stupid Casino - La cuenta del jugador ha sido cerrada con ganancias no procesadas.

Hello.

So i managed to open an account within this casino.

I did deposit 130 euros at first, went up to 250 euros, made a withdrawal. I even had to verify my account with licence and electricity bill. Went through with no problems.

I used my same number, name, birthday etc. 

So the problems started when i made some more deposits, total of 880 euros. 

I sent them an email about this, that i should not be able to open an account and that i was self excluded from their brand, casino and owner.

Email states my refund request and also why i wanted a refund.

No answer.

This morning i saw my account was blocked and nobody emailed me back. 

I contacted support via chat, who closed the chat after 30 seconds. 

I contacted support again via chat, this time "i have no info to give you, this is handled by email". Yeah right. 

I need help with this, since they keep doing this and over and over again. Not to only me, to others aswell. They have gotten so many negative reviews of the same issue i have.

Total amount i want back: 880 euros

Dear player,  

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

• Could you please advise when exactly your previous account was self-excluded from the casino?  
• Could you please share any proof that your account was self-excluded before? Please forward any email confirmations from the casino or your communication with them to natalia.b@casino.guru.
• When did you open your new account, and when was it verified?
• Did you open the new account using the same personal information as for the old one (name, date of birth, address, mobile phone, email)?
• Did you accumulate your winnings with or without an active bonus?  

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

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Stay safe.

Hello!

I just sent you an email regarding this. Hope it finds you well.

Cheers

Dear player, do you have any chat transcripts, screenshots, or email communication with the casino or notifications from them at all? Please send them to my email at natalia.b@casino.guru.

I sent them to previous in the email.

Dear player, you haven't forwarded any communication with the casino. Unfortunately, we cannot move on without it.

In your email, you mentioned that you have some verification emails for your old self-excluded account, could you please forward them to me? The thing is that without your self-exclusion requests, we can't check if you had any previous accounts that were blocked due to gambling issues or to connect the "Sve***le" account with you, but a verification email may be very helpful in this situation.

Dear Kebabrulle,

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