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Hello, 

I would need your help with a website trying to scam me.

the website stopped letting bet amounts a couple of weeks ago. 

I deposited 500$ and ended up with 2483.05. 

I then tried to withdraw 500$, the maximum amount.

They then started to ask me for, my ID, my selfie, bank statement. (Which I submitted and they were accepted) 

a few days ago I got an email saying that the amount I won was received from my account, and sent me a bunch of thermes and condition that I don’t understand… 

I would really need your help with this issue please. I don’t find this fair at all and I don’t understand why casinos do things like this.

thank you for your help. 

please let me know if you need any more details

Dear Ismaisma,

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 how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• 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

Good morning Petronela,

Here you go :

Could you please advise how long ago you registered your account?

Account was open a couple of weeks ago the in the month of January 2024

Which games you’ve been playing (live casino games, slots, or sports betting)?

Sport betting no casino games

Were your winnings accumulated with or without an active bonus, please?

No bonuses were used, only my money

hope this helps, and thank you for your help.

Thank you, Ismaisma, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.