test - El jugador está acusado de fraude.

I played fairly, requested a withdrawal, and they are claiming fraud to avoid payment, the support doesn't respond, they never have.

Eu joguei de forma justa, solicitei o saque e eles estão alegando fraude pra não me pagar, o suporte não responde, nunca me respondeu.

Dear michelealmeida9,

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 the casino confiscated your winnings?
• Did you accumulate your winnings with or without an active bonus?
• Did you receive any explanation regarding this issue? Could you please forward all the relevant communication between you and the casino 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

They froze my coins, I didn't play with bonuses, and the manager said they won't pay me because there was fraud, several players on the same IP and that's a lie because I live alone and I only have this account.

Eles congelaram minhas moedas, não joguei com bônus, e a gerente falou que não vão me pagar porque houve fraude, vários jogadores no mesmo IP e isso é mentira porque moro sozinha e só tenho essa conta.

Thank you for your reply, michelealmeida9. Is there any chance that you and someone else accessed the casino from the same IP address at some point?

Could you please advise if you passed the verification?

I don't think so, because I live alone, and I don't share Wi-Fi, I contacted her via WhatsApp, now she says I demanded money from the blogger, it's all a lie

Acredito que não, porque moro sozinha, e não compartilho wi-fi, entrei em contato pelo whatsapp, agora ela diz que eu exigi dinheiro da blogueira, é tudo mentira

Thank you very much, michelealmeida9, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

HI michelealmeida9,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Casino Columbus to join the conversation and contribute to the resolution of this complaint.

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.

Hi michelealmeida9,

I have tried to contact the casino repeatedly but had no success. The casino seems to be closed. 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. If the casino representatives decide to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Casino Columbus. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Peter,

Thank you for reopen this complaint. I passed on all the information for more detailed review and requested details. I will definitely return as soon as I receive a response from our security service. Thank you again for the opportunity to look into this situation

Thank you Casino Columbus team,

We are looking forward to any news.

Dear all,

Thank you for waiting for an answer. It took us more time to review the complaint in detail, since the project in question - Columbus - was closed 4 years ago. The statute of limitations for this complaint has also expired - it was received by us even before the project was closed. Also, there is currently no such user in our database

Therefore, you understand that we cannot help the player in any way - the statute of limitations for the complaint has long expired. If there is any way we can help further, please let me know

Sincerely,

Casino Columbus

Thank you Casino Columbus team for your reply. The complaint seems to have been submitted incorrectly.

Dear michelealmeida9,

Since the complaint was submitted to the wrong casino, we will have to add the correct one to our database. This will take a couple of days. I will keep you updated.

Hi michelealmeida9,

I'm afraid the casino's website you played in is currently down so this may take a while until we will be able to add it to our database. We will notify you when the situation changes.

Hi michelealmeida9,

Unfortunately, the casino website is still down and we can't access it to add it to our database. We will close the complaint as unresolved. Should the website start working again, please let us know and we will reopen the complaint and continue investigating. I am sorry we could not be of more help on this occasion.

Best regards,

Peter