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I logged in and rallied 21e and played 32e and then when I was going to play again so I couldn't log in .. Said my account was closed because I closed their sister casino account but didn't respond to anything when I tried several times to put a message that when they would refund my money 32 €

Kirjauduin sisään ja ralletin 21e ja pelasin 32e ja sitten kun olin uudestaan menemässä pelaamaan niin en pääse kirjautumaan sisälle.. Sanoivat että tilini on suljettu koska olen sulkenut niiden sisar kasino tilin mutta eivät vastaa mitään kun olen yrittänyt useita kertoja laittaa viestiä että millon he palauttavat rahani 32€

Dear Jaska,

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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sometimes closed my sister casino account and probably accidentally put that in the game problem .. I went to the casino master page and logged in and played and later I started playing more but I couldn't log in anymore and the customer service said I can't play on their site because I closed my sister casino account. But I can't withdraw my money 32e because I can't log in to the site .. Customer service doesn't respond to many of my contact requests.

Olen sulkenut joskus sisar kasino tilin ja varmaan vahingossa laittanut että on peli ongelma.. Menin casino master sivulle ja kirjauduin ja pelasin ja myöhemmin aloin pelaamaan lisää mutta en päässyt kirjautumaan enää sivuille ja asiakas palvelusta sanottiin että en voi pelata heidän sivuilla koska olen sulkenut sisar kasino tilin. Mutta en saa kotiutettua rahojani 32e koska en pääse kirjautumaan sivuille.. Asiakaspalvelu ei vastaa useisiin yhteydenotto pyyntöihini.

Thank you very much, Jaska, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Jaska!

From now on, I will take care of your complaint. Before we try to contact the casino representatives, could you please specify the URL of the casino which you were playing in?

https://www.casinomasters.com/

Thank you for providing me with this information.

I would like to invite representatives of Casino Masters into this complaint, in order to help us resolve the situation.

Invite vsin casino master in a representative .. To me they do not answer anything even though I have many times put feedback and email ...

Kutsu vsin casino master in edustaja.. Minulle he eivät vastaa mitään vaikka olen monta kertaa laittanut palautetta ja sähköpostia...

We would like to ask Casino Masters 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 will have negative impact on the casino's rating.

Dear Jaska,

We have looked into your account and can confirm your withdrawal was paid out on the 05/07/2021.

Your accounts will remain closed under self-exclusion with us.

Regards,

Casino Masters Team

Hello Jaska!

Please let us know when you'll receive your funds.

No money has come

Ei ole rahoja tullut

Dear Jaska,

If you still have not received your withdrawal, we would require a copy of your bank statement from the 05/07/2021 up until today's date in order for our department to look into this for you.

Regards,

Casino Masters

Dear Jaska,

Was there any positive development in your case?

Hello Jaska!

We have not heard from you, was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.