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Good afternoon

I made an instant transfer of 60 euros, it never reached the casino and the bank deducted it. According to the casino, it was denied and the bank would return it to me in 3 to 5 days. That was on February 26 and it hasn't happened. They don't answer me when I call them. Can you help me?

Buenas tardes

realize una transferencia instantánea de 60 euros no llego nunca al casino y en el banco está descontada,según el casino estaba denegada y el banco me la devolvería de 3 a 5 días eso fue el 26 de febrero y no ha sido así,no me responde cuando les hablo..podéis ayudarme

Dear Kuki86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Dominika

I wrote to you and sent it back to you. Thank you very much. One question: do you know if the casino can send me a report of the profits and losses for the year?

Ha sido escribiros y devolvérmelo,muchas gracias,una pregunta,sabéis si el casino me puede enviar un informe de las ganancias y las pérdidas del año??

Dear Kuki86, could you please confirm if you have contacted your payment provider about this matter? If you have, I would greatly appreciate it if you could send the communication you had with them to my email address at dominika.l@casino.guru.

Regarding your question about obtaining a report of profits and losses for the year from the casino, I must inform you that this is not something we handle directly. I recommend reaching out to the casino’s customer support for assistance with that request.

Thank you very much for everything. The casino hasn't responded to that request. I know you're not in charge of that data. Let's see how I can do it because it's necessary for the treasury. Greetings and thank you for everything.

Muchas gracias por todo,el casino no me responde a esa petición sé que no os encargáis de esos datos,a ver cómo puedo hacerlo porque es algo necesario para hacienda un saludo y gracias por todo

Dear Kuki86, could you please confirm if you have contacted your payment provider about this matter? If you have, I would greatly appreciate it if you could send the communication you had with them to my email address at dominika.l@casino.guru.

Good night

Thank you so much for your help. The casino isn't sending me the expenses and winnings for 2024, and it's for the Treasury. Do you know how I can get it? They told me to write to them by email, and nothing. I'm desperate.

Buenas noches

mil gracias siempre por vuestra ayuda,el casino no me envía los gastos y ganancias del 2024 y es para hacienda,sabéis de qué forma puedo conseguirlo me han dicho que les escriba por correo y nada estoy desesperada

Dear Kuki86, could you please let me know if you’ve contacted your payment provider?

Also, can you confirm if your complaint is still regarding your deposit issue?

No, they already returned my deposit. Can you help me or tell me how they can tell me the profit and loss? They haven't answered me since the 10th.

No,ya me devolvieron el depósito me puedes ayudar o indicarme cómo me pueden decir las pérdidas y ganancias no me contestan desde el día 10

Dear Kuki86, regarding your request for a report of your profits and losses for the year, unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities rather than reaching out to Casino.Guru. While we strive to assist players who have been affected by unfair casino practices, GDPR laws fall outside our area of expertise.

If the casino has not responded to your queries, you may want to try reaching out again or consider using any official channels they provide for such requests. We understand that this situation is frustrating, and we truly wish you the best in getting the assistance you need. Thank you for your understanding.

We're glad to hear that your deposit issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Best regards,

Dominika

Casino.Guru