Touch Casino - El retiro del jugador se retrasa debido a un reclamo de violación de bonificación.

Dear fowi30,

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.

• Do I understand correctly that you played with this bonus? https://touchcasino.com/en/promotions/wild-west
• Was this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

I sent you an email

ich habe ihnen eine email gesendet

Thank you very much, fowi30, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 fowi30,

It's Michal again. I have taken over your complaint. I have reviewed your case, and you once again have been flagged for using a not allowed strategy. I will reach out to the casino to gain further insight into this issue and explore any possible assistance I can provide.

We would like to invite Touch Casino to join the conversation.

Dear Touch Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

Dear fowi30,

Unfortunately, I have not yet received a reply from the casino team. I will make another attempt to contact them in hopes of getting a response. Additionally, I will extend the deadline by three more days. If I still do not hear back from the casino, I will proceed to close the complaint as unresolved.

Dear fowi30,

I have finally heard back from the casino team. You have been once again flagged for employing your "controversial strategy." It is important to recognize that our assistance is not meant to help you secure funds that were, strictly technically, won in a manner that does not align with the intended guidelines or to exploit any unfair advantages.

I have communicated my perspective to the casino team regarding how we might address this situation, and I will await their final response to see if we can reach an agreement. But a positive outcome is rather uncertain.

what kind of strategy?

I only played slot games that were allowed to be played and even changed the game and changed my playing behavior

so that I can no longer be accused of such things

was für eine strategie?

ich habe nur slot spiele gespielt die erlaubt waren zu spielen und habe das spiel sogar gewechselt und mein spielverhalten geändert

so dass man mir so etwas nicht mehr vorwerfen kann

Dear fowi30,

While the casino team has notified us that your winnigs were confiscated due to the use of a manipulative gaming strategy aimed at exploiting their bonuses, as outlined in their rules section 12 and previously communicated to you, they have not provided us sufficient evidence to back up this claim.

Although we know that you repeatedly engaged in gameplay that tests the boundaries of acceptable practices in multiple casinos and you have been banned in a lot of casinos because of this, we understand that other casinos take a strict approach to you according to their rules. However, because the casino team was not able to sufficiently substantiate their claim with supporting evidence, I will be forced to close this case as unresolved. The casino team showed no intention to reconsider their decision and has ceased responding to my recent enquiries, so regrettably, this leaves us with no alternative options.

I wish I could be of more help.

Best Regards,

Michal

Casino Guru