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Hello, I have a problem, I made a withdrawal of my money which later appears as REJECTED and I don't see the money on the casino page, I contact an assistant and they tell me that the withdrawal transaction was canceled by ME! and that the money cannot be found because it was BETS! That was simply the assistant's response, I told them that I never canceled the withdrawal, much less bet it, I went to the betting history record and it even appears that they were actually made bets, but for very high values, one of $100,000 clp and the other of $200,000 clp. I ask you for an answer, because this situation is already collapsing for me. I cancel the transaction and bet the money. I did not do any of these actions and I ask that my case be reviewed as soon as possible.

The assistant who helped me told me that I disabled my account in case some kind of hacking happened... if such a thing happened that I find impossible, it leaves a lot to talk about the page, because these things should not happen!

I hope they resolve my case, and at least apologize with my money, since they practically treated me as a liar.

I have bet much more than what I am withdrawing and still they are not able to tell me what happened to my money.

Buenas, tengo un problema, hice un retiro de mi dinero al cual después aparece como RECHAZADO y no veo el dinero en la pagina del casino, me comunico con un asistente y me dicen que la transacción de retiro fue cancelada por MI! y que el dinero no se encuentra porque fue APOSTADO!, simplemente esa fue la respuesta del asistente, les comente que yo jamás hice la cancelación del retiro y mucho menos apostarlo, me metí al registro de historial de apuesta y incluso aparece que efectivamente se hicieron apuestas, pero por unos valores altísimos, una de $100.000 clp y la otra de $200.000 clp les pido una respuesta, porque esta situación ya me esta colapsando ya es bastante el mal rato que pase por no ver el dinero y mucho peor cuando me dijeron que yo cancele la transacción y aposte el dinero. Yo no realice ninguna de esas acciones y pido por favor que mi caso sea revisado a la brevedad.

El asistente que me atendió me dijo que inhabilito mi cuenta por si ocurrió algún tipo de hacking.... si ocurrió tal cosa que lo encuentro imposible deja mucho de que hablar de la pagina, porque estas cosas no deberían de pasar!

Espero resuelvan mi caso, y mínimo me den las disculpas con mi dinero, ya que prácticamente me trataron de mentiroso.

He apostado mucho mas de lo que estoy retirando y aun así no son capaces de decirme que sucedió con mi dinero.

Dear ignacio_kun1,

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 clarify if the active balance was played by the third party? How much was the active balance when you logged out from your account? Could you please confirm that you haven't shared your login information with any third party?

Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas, now I am talking with a casino assistant who asked me for a thousand details, I have not given my account details to anyone, I made the withdrawal of my $300,000 money and the account balance was $100, after asking with an online chat assistant to find out when I will have the money in my bank account, I realize that the transaction was cancelled, to which they tell me that I cancel it and that the money was bet, I told them that it is impossible for transaction, do not cancel it, much less bet the money.

I began to despair as soon as they gave me that answer, they told me that they would disable the account for security and that they would contact me by mail, to which they contacted me and asked me for various information to know my identity.

Hola Tomas, ahora estoy hablando con un asistente del casino el cual me pidieron mil datos, yo no he entregado mis datos de la cuenta a nadie, hice el retiro de mi dinero $300.000 y el saldo de la cuenta quedo en $100, después preguntando con un asistente de chat en linea para saber cuando tendré el dinero en mi cuenta bancaria, me doy cuenta que la transacción fue cancelada, a lo que me dicen que la cancele yo y que el dinero fue apostado, les comente que eso es imposible que a transacción no la cancele y mucho menos aposte el dinero.

Me comencé a desesperar en cuanto me dieron esa respuesta, me dijeron que inhabilitarían la cuenta por seguridad y que me contactarían por correo, a lo que me contactaron y me pidieron varios datos para saber de mi identidad.

Do I understand correctly the 2 large bets were bet on sport? Were the bets recorded in your game history? Were you able to confirm the bets were made in the game history in your account?

Hello Tomás, they were carried out in the live casino, I had no idea until a casino executive told me and if it was in the transaction history to which I told him that it was impossible that it had not been me, that was when they suspended me the account and now they are asking me for data by mail, I just want my money back, according to them the withdrawal I made was canceled and it was gambled, the same day I made the withdrawal, I told them immediately that no one else has my account and that It is impossible because I would never have canceled the withdrawal, much less betting all the money earned in two large amounts is absurd.

Hola Tomás, se realizaron en el casino en vivo, yo no tenía idea hasta que un ejecutivo del casino me lo dijo y si estaba en el historial de transacciónes a lo que le dije que imposible que no había sido yo, allí fue cuando me suspendieron la cuenta y ahora me están pidiendo datos por correo, solo quiero mi dinero de vuelta, según ellos el retiro que hice se canceló y se apostó, el mismo día que realice el retiro, les dije de inmediato que nadie más tiene mi cuenta y que es imposible porque jamás hubiera cancelado el retiro y mucho menos apostar todo el dinero ganado en dos grandes cantidades es absurdo.

Does the casino keep an authorization journal (logs showing from which IP addresses players are accessing their accounts)

Were there any irregularities at the time the 2 bets on roulette were made? Could you please forward me any communication (emails, chat transcripts) between you and the casino? My email is tomas@casino.guru

Dear ignacio_kun1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.