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Hi my complaint is a long one, i put it on the thread forum instead of on this can you look at my thread Lily1414 or will i need to write it on here, about casigood casino, many thanks

This is the post Lily1414 is referring to:

"Hi, At the beginning of the year i deposited around a thousand pounds on this site. On my deposit they added bonuses, now i never add bonuses, as i know the criteria for withdrawing when you have bonuses. I played a little, then saw an option to remove bonuses, i chose this option, it not only removed the bonuses but all my play money too, which was around 700pounds.I complained but was fobbed off and given general waffle. I was appointed a personal assistant but she just referring me to the online chat, who just palmed me off or referred to irrelevent policies that i could not find. I didnt play the site for a few months but deposited again, 1000 pounds stupidly, a few months later. I chose this site as i previously have had serious gambling issues and i am with gamstop, this site is not registered with gamstop.

The second time i deposited, i had winnings of around 2500pounds.I tried to withdraw but after many days of putting various different forms of ID in they still wouldnt allow me to withdraw. I had checked their of ID previously and it said ID card or passport. It did not say only passport for various regions, it just said passport or ID card. I had an ID card but no passport and had told them this many times. The communication lasted weeks, bad communication that is and i was told ID card was ok. Eventually i was told it had to be passport for uk, nowhere does it state that, so at more cost i ordered a passport. They knew i was trying to withdraw, whilst waiting i played a little more and got my winnings to around 4500.

My passport came and my withdrawal was pending and i played a little more. They had also said i would have to open a certain online bank account to withdraw, more and more reasons to stop from withdrawing. This had gone on for months now. I played for around 2hours and the money went, no wins at all, totally unfair.

I complained to all outlets but was just palmed off, this site is totally unregulated.

I asked for my account to be closed forever asap. They closed it but unbeknown to me they opened it a week later. They also continued to bombard me with offers and bonuses. This is after explaining to them when telling them to close the account, that i was a vulnerable gambler, who had serious gambling issues, with gambling debts and that i had been put into more debt gambling on their site.

I did put money on again, thats what gamblers do when your bombarded by offers etc, i lost. I complained andvasked why had my account been re opened.

This site is corrupt and unfair and does everything to stop you winning and withdrawing. I asked for some sort of refund, compensation but was denied.

Is there anything you can do please?"

Dear Lily1414,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and this is what I found:

 „If you think that you need to take a break, then write to our Support Service, and we will disconnect you from the service for a while. Please note that account blocking, in this case, is possible only after a call from the support manager to the account owner."

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

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,

Kristina

Hi most of my chat was with the online chat, i will make sure and check other emails again many thanks

Dear Lily1414,

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.

Hi sorry for the delay, most of my chats were via their online chat but i will check and send asap, many thanks

Hi sorry for delay in answering plse give me a little more time just working non stop plse dont clise the complaint

Lily1414, if you fail to provide the required information, I will be forced to close this complaint. Thank you for your understanding.

Hi i sent info to your email thank u

I have received an email from you, however, I don't see any message or screenshots showing that you have sent requests for your account’s closure. Please understand that this information is essential for us to proceed with this case.

Hi thank u for your reply, i did send closure request to kate, my account manager plus via online chat many times, but surely there is many other issues with my complaint aswell

The casino has a Very bad reputation, so withdrawal and verification struggles are to be expected. I am sorry, but if you lost all your winnings before you informed the casino about your gambling problem, there is not much more we could do, as well as if we don't see any valid self-exclusion request.

Dear Lily1414,

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

The player can reopen this complaint anytime.