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Dear Michael,

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. Could you please confirm that you have completed account verification successfully? Did you receive and explanation from the Customer Support regarding your missing funds?

Additionally, please forward any relevant communication and screenshot of your cashier history to petronela.k@casino.guru.

I realize that it might seem like a lot of queries, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you for taking on my problem.

So I want to explain myself briefly ..

I am now assumed to have canceled the credit myself and lost everything.

But that is not the truth.

The evening before everything was still on payout the next day after I got up everything was gone.

I guarantee that 1000000% I have neither played nor canceled any euro ...

Nowadays you can prove all of this with an IP address ..

I am very appalled by this scam ..

Please help me.

Greetings Michael ***

Danke für das annehmen meines Problems. 

So ich möchte mich kurz erklären.. 

Mir wird hier nun unterstellt das ich das Guthaben selbst storniert hätte und alles verloren habe. 

Das entspricht aber nicht der Wahrheit. 

Am Abend zuvor war alles noch auf Auszahlung am nächsten Tag nachdem ich aufgestanden bin war alles weg. 

Ich garantiere ihnen das ich zu 1000000% weder gespielt habe noch irgendeinen Euro storniert habe... 

In der heutigen Zeit kann man das doch alles nachweisen anhand einer IP Adresse.. 

Ich bin sehr entsetzt über diese Masche.. 

Bitte helfen sie mir. 

Gruß Michael ***

Hello petronela,

What I wanted to say,

The mysterious thing is, the next morning my password was no longer correct,

And as you can see I had to request it again the next morning.

Strangely hours before, everything was fine ...

Something must have happened in the hours I slept !!!!

And I have NEVER played with bonus payments !!!!

Hallo petronela,

Was ich noch sagen wollte,

Das mysteriöse daran ist, am Nächsten Morgen stimmte mein Passwort nicht mehr,

Und wie du sehen kannst musste ich es am nächsten Morgen neu anfordern.

komisch Stunden zuvor hat noch alles gepasst...

Irgendetwas muss in den Stunden als ich schlief passiert sein!!!!

Und ich habe NIE mit Bonuszahlungen gespielt!!!!

Thank you very much, Michael, for replying and forwarding all the relevant communication. Could you please forward your game history too? 

I cannot see my history.

just tried ..

Ich kann meine Historie nicht einsehen.

habe es gerade versucht..

Thank you very much, Michael, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Michael,

I looked at your case and your email and understand the situation. I will contact the casino and see what can be done.

Hi Michael,

I'm discussing the issue with a casino rep by Skype. I will keep you updated.

Thank you very much Peter. I hope for a positive result.

if it comes to a success I am ready to donate something to you!

Vielen Dank Peter. Ich hoffe auf ein Positives Ergebnis.

sollte es zu einem Erfolg kommen bin ich gerne bereit euch etwas zu spenden!

Hi Peter,

As I saw, one player, Dennis, had the same problem with the casino on October 13th, 2020.

€ 14,000 was stolen from him ...

Hallo Peter,

Wie ich gesehen habe, hatte ein Spieler am 13.10.2020, Dennis, das selbe Problem mit dem Casino.

Ihm wurden 14000€ gestohlen...

Hi Michael,

Yes, there is another case just like yours. I'm trying to get some answers from the casino but it's not easy. I will keep you updated.

Hi Michael,

I'm afraid I won't be able to help you. The casino insists that you played away your funds. However, they can't provide any evidence. The only thing I can do is to mark the complaint "unresolved" and recommend you to read the casino's review before you register and play to avoid this kind of situations. As a last resort, you can submit a complaint with the Curacao Gaming Authority (certria@gaminglicences.com). It's not the best license out there, but they might be able to help. Please let me know how/if the gaming authority responded (my email address: peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter