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I was written 4 weeks ago that I would get a refund of €1140 and I was told each time wait a few days and it would be processed

Mit wurde vor 4 wochen geschrieben das ich eine erstattung von 1140€ kriege und mir wird jedesmal gesagt warten sie paar Tage es wird bearbeitet

Dear Bilal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward with this complaint, could you please clarify the reason for a refund?

Thank you very much in advance for your reply.

Best regards,

Kristina

As I am under 18 and their live chat staff said my account will be blocked and all my deposits will be refunded as per the terms and conditions

Da ich unter 18 bin und ihre Mitarbeiter im live chat meinten das mein Konto gesperrt wird und alle meine Einzahlungen zurückerstattet werden und das es so in den AGBs geregelt ist

Thank you for your reply, Bilal. I tried to create an account as an underaged person, but I wasn't able to finish the registration, and I couldn't choose a birth year higher than 2004. Please, see here:

Could you please advise how you managed to create an account if you are under 18 years old?

I was never asked for an ID card and then it sorted itself out and the employees have been saying for weeks that their finance team has been working on it

Ich wurde nie nach einem Ausweis gefragt und das hat sich dann selber eingestellt und die Mitarbeiter meinen seit Wochen das ihr finanzteam daran arbeitet

I apologize, but that doesn't answer my last question. Please check my last message and provide the required information. Thanks.

My personal data says 2003

and that's what their employees say to me

Bei mir steht in den persönlichen Daten 2003

und das sagen ihre Mitarbeiter zu mir

Just give me the refund you promised me 4 weeks ago

Geben sie mir einfach meine Rückerstattung die sie mir seit 4 Wochen versprechen

I checked the General T&Cs and I found this:

"3.3. Upon registration, the customer will provide all relevant personal information. All information must be truthful and consistently be up to date. Failure to do so will result in the termination and closure of the customer's account and all money will be forfeited."

I am sorry, but if you lied about your year of birth during registration, there is nothing we can do for you since you have breached one of the main casino rules.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Why are your employees saying I'm getting a refund? Answer me that

Wieso sagen ihre Mitarbeiter denn das ich eine Rückerstattung erhalte? Beantworten sie mir das mal

Please understand that you have contacted Casino.guru and I don't work for this casino, so I am not able to answer your question. I apologize, but we cannot support players who provide incorrect personal details on purpose in order to create new accounts. Hopefully, you will receive your refund without our intervention.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.