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I have been registered in this casino for about 1 year, I sent money from my account here and there, I never won anything, until yesterday, when I won over CZK 10,000 after a mem deposit and a while of playing. Therefore, I requested payment of 9500, -CZK through my game account, the amount was debited from my account by the casino and handed over for approval. The second day I was informed that the transfer is canceled, only 4000 CZK were returned to my game account and through online chat constantly want various documents, screenshot deposit, copy of passport, etc. Everything seems to me like a scam.

registrovaná v tomto casinu jsem cca 1 rok, sem tam jsem ze svého účtu zaslala peníze, nikdy jsem nic nevyhrala, až do včerejšího, kdy jsem po mem vkladu a chvíli hraní vyhrála částku přes 10000,- CZK . Proto jsem přes svůj herní účet požádala o vyplacení 9500,-CZK, částka mi byla casinem z účtu odepsána a předána ke schválení.Druhy den mi bylo sděleno, ze převod je zrušen, na herní účet mi byly vráceny jenom 4000,- CZK a přes on-line chat neustále chtějí různé doklady, screenshot vkladu, kopii pasu,apod.Vse mi připadá jako podvod.

Dear Sára,

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 advise if you have redeemed any promotional offer when placing your last deposit? Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it together with your cashier history 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

Dear Sára,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.