Cusco Casino - Казино проігнорує запит гравця на відшкодування.

Cusco Casino is illegally taking money from Dutch problem gamblers without reimbursing the funds despite a refund request made a month ago. I want my money back as soon as possible.

The Cusco Casino's email and live chat employees have fail to respond to my refund request from last month. This situation has been ongoing for a month, I have supplied all of my details and received absolutely nothing back, neither through email nor live chat. They seem unwilling to cooperate on my refund request from a month ago. It concerns an amount of around 580 euros which they are not allowed to accept because I'm a Dutch player. They are operating illegally, they do not possess the necessary licenses, and besides, I am listed in CRUKS and recognized as a problem gambler. They are aware of this, they have indicated on Trustpilot that they are willing to cooperate via email. They originally provided a wrong email address on purpose, however, I had already emailed the correct address with my request and sent them all the necessary information. Despite their claim of cooperation on Trustpilot and even after sending them several emails as they requested, my email inquiries have been completely ignored. The same holds true if you ask for a response in the live chat. I have made several screenshots of this over the past month. To this day, I have still not received my money back, nor any email updates, or any assistance through live chat. The only way for me to stop raising this issue is for them to refund my money to my bank account as soon as possible. It's about all my deposits totaling around 580 euros from last month, March, which were accepted without a CRUKS license and they knowingly targeted a problem gambler. Be careful, they are frauds.

Date of experience: March 20, 2024

Cusco casino neemt illegaal geld van Nederlandse probleemspelers af zonder medewerking terug te betalen bij een terugbetaalverzoek hierom een maand geleden ik wil mijn geld terug zo snel mogelijk

Cusco casino email en medewerkers op de live chat reageren niet terug op mijn verzoek van de vorige maand op mijn verzoek om mijn geld terug te betalen de situatie speelt al een maand heb al mijn gegevens gegeven en niks maar dan ook niks terug gekregen niet via de email en niks via live chat ze zijn niet bereid om mee te werken aan mijn terugbetaling verzoek van een maand geleden het gaat om een bedrag van twv 580 euro die ze niet mogen aannemen omdat ik een Nederlandse speler ben ze zijn illegaal bezig ze hebben geen vergunning hiervoor en daarnaast sta ik in cruks vermeld en ben ik bekend als probleemspeler zij weten hiervan ze geven via trustpilot aan dat ze bereid zijn mee te werken via de email als ik een email direct stuur naar ze ten 1ste gaven ze express een verkeerd email adress maar ik had de juiste al eerder gemaild daar al het verzoek neergelegd en alles heen gestuurd aan gegevens vervolgens stuur je dus op hun verzoek hier via trustpilot dat ze mee willen werken opnieuw een paar emails maar dan nog word er totaal niet op mijn emails terug gereageerd en ook dus niet als je er weer om vraagt bij de live chat den is ook niet bereid tot antwoorden via de live chat en heb meerdere printscreens hiervan gemaakt de afgelopen maand ik heb tot op de dag van vandaag nog altijd mijn geld niet terug gekregen geen updates via de email terug gekregen en geen hulp via live support gekregen de enige oplossing om mij hiermee te laten stoppen met dit aan te geven is dat ik zo snel mogelijk mijn geld terug op mijn bankrekeningnummer krijg het gaat om al mijn stortingen rond de 580 euro van de vorige maand maart die gestort zijn en ze dus zonder vergunning van een cruks een probleemspeler gepakt hebben en hiervan wetende zijn pas dus goed op mensen zij zijn oplichters

Datum van ervaring: 20 maart 2024

Hello Claudiajayden,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cusco Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Did you ever request for self-exclusion directly from Cusco Casino? How much is your current casino balance? When was the last time you spoke to the casino and what was it about?

Please note that unless you requested for exclusion directly from the casino, you are not entitled to any kind of refund.

Looking forward to your answer.

Regards,

Nick

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.

Hello my balance there is 0 the contact i search was around 20 march also till this last night they asked back than to response for verification after that i did done no answers anymore only a couple times they answered me by trustpilot only where also is my complaint they the cuscocasino answered me in the message there that they willing coöperate by email i emailed again and again and again nothing back from theme they lied also in that answer at trustpilot they try to send also a wrong eemailadressin that message at trustpilot but i had already send many times to the correct one but also there no answers anymore the whole mmonthalso they not response the whole month with their live support i did thell theme last night i go with this story to the Police ksa autority in the netherlands and bad review also everywhere all over the internet when they not send me back in 24 hours thats today i still wait for an answer and my request refund to my bankaccount all my info they know and my verification to

I try to speak with den and Daniel i think its the same person with the same profilepicture at the live support the whole month thill last night but they read but not give me answers back at live support also in the email not and when i leave message behind also no response from theme only in trustpilot where everybody can read with the situation they only say to me email theme i did many times this month but again and again nothing in return to my emailadress i ve wait more than a month now its enough

Also a reason to received my money back but there is still no answer not by email not by chat after verification in the beginning every support stopped by cuscocasino by that

Hello Claudiajayden,

If your balance is zero and you did not request for self-exclusion, you are not entitled for any kind of refund.

Is there anything else we could assist you with?