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Good morning ,

unfortunately I had a really dark period.

here too, I signed up, after which I submitted the request to block my account for gambling addiction.

I sent several emails, one on May 10, one on July 1 and one on July 3. I am attaching all the necessary correspondence.

I remain available.

Best regards

Buongiorno ,

ho avuto purtroppo un periodo davvero nero .

anche qui , mi sono iscritto , dopodiché ho inoltrato la richiesta di blocco del mio account per dipendenza da gioco d azzardo .

ho mandato diverse mail , una il 10 maggio , una il 1 luglio è una il 3 luglio. Vi allego tutta la corrispondenza necessaria .

resto a disposizione .

cordiali saluti

Dear Marquez199,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you still have access to your account?

Could you please clarify the dispute value (€2,450)? Is this the amount of deposits you made after you requested self-exclusion?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina .. now my account is closed.

never correct, the total turns out to be 2450 euros.

we hope for a good resolution.

Buongiorno Kristina .. ora il mio account è chiuso .

mai corretto , il totale risulta essere 2450 euro .

speriamo in bene in una buona risoluzione .

Thank you for your reply, Marquez199. Could you please forward me deposit receipts from all deposits you made after these requests?

Have you tried contacting the casino to ask for a deposit refund? Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Hi kristina,

I have sent you screenshots of the transactions.

Yes, I have been trying to contact them for several days. They say that first they have not received any requests, and later that I entered the wrong email address. At first glance it may seem true because the emails were sent to support@cobracasino.com, BUT THEY WERE ALWAYS SENT ALSO TO contact@cobracasino.com, so they received the emails very well. They say they have no intention of refunding anything. I also tried to propose a middle ground, and put a little fear on them by saying that I would contact their licensee, but nothing, they don't even answer me anymore now.

Ciao kristina ,

ti ho inviato screenshot delle transazioni.

Si , ho provato a contattarli per diversi giorni. Loro dicono che prima non hanno ricevuto nessuna richiesta , e in un secondo momento che ho inserito l'indirizzo mail sbagliato. A una prima occhiata può sembrare vero perché le mail sono state inviate a support@cobracasino.com , MA SONO STATE SEMPRE INVIATE ANCHE A contact@cobracasino.com , quindi loro le mail le hanno ricevute benissimo. Dicono che non hanno intenzione di rimborsare nulla. Ho provato anche a proporre una via di mezzo , e mettergli un po' di paura dicendo che avrei contattato il loro licenziatario , ma nulla , non mi rispondono neanche piu' adesso.

Good morning ,

I sent a video by email, where you can clearly see the email sent in which the three emails appear.

I also put Kristina in copy, as well as obviously the representatives of cobra casino.

I really don't know what to do to prove this is real anymore.

To meet the needs of the casino, I am also willing to reduce the amount to be repaid by 30%, thus going from € 2,450.00 to € 1,715.00.

Thank you very much for helping

Buongiorno ,

ho inviato un video tramite mail , dove si vede chiaramente la casella di posta elettronica inviata in cui appaiono le tre mail.

Ho messo anche Kristina in copia, oltre che ovviamente i rappresentanti di cobra casino.

Io veramente non so piu' cosa fare per dimostrare che tutto questo e' reale.

Per venire incontro alle esigenze del casino' , sono disposto anche a ridurre del 30% la cifra da rimborsare, passando quindi da 2'450.00 euro a 1'715.00 euro.

Grazie mille per l'aiuto

Thank you very much Marquez199 for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Help me,

they keep saying that they have not received any emails, but the video seems to me to be really strong proof that I have sent them. Don't you think?

I would never have been interested in sending this video if I was not sure of my work.

Thank you so much Casino guru for your invaluable help.

We hope that cobra casino also understands that it is wrong.

Aiutatemi ,

continuano a dire di non aver ricevuto alcuna mail , ma il video mi sembra veramente una prova lampante del fatto che io le abbia mandate. Non credete ?

Mai sarei stato interessato a mandare questo video se non fossi sicuro del mio operato.

Grazie mille Casino guru per il tuo prezioso aiuto.

Speriamo che anche cobra casinò capisca che sta sbagliando.

Dear Marquez199.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello CobraCasino,

could you answer the request? I would like to have your position

Buongiorno CobraCasino ,

potreste rispondere alla richiesta? Vorrei avere una vostra presa di posizione

I tried to write to the casino chat but they claim they have not received communication.

Can you please help me complete this claim, maybe even with the licensee?

The video is clear that the emails have been sent, don't you think?

Thanks for your help casinoguru.

I am also willing to go to the casino and accept a refund of 1,500 instead of 2,450, but there seems to be no way to find an agreement with them

Ho provato a scrivere alla chat del casinò ma sostengono di non aver ricevuto comunicazione.

Puoi per favore aiutarmi a completare questo reclamo , magari anche con il licenziatario?

Il video è lampante del fatto che le mail siano state inviate, non credi?

Grazie per il tuo aiuto casinoguru.

Sono disposto anche ad andare incontro al casinò e ad accettare un rimborso pari a 1'500 anzichè a 2'450 , ma sembra non ci sia modo di trovare con loro un accordo

Good morning ,

Is there any news regarding my complaint?

Thank you

Buongiorno ,

ci sono delle novità in merito al mio reclamo ?

Grazie

Hi Marquez199,

be aware that Cobra Casino team usually responds, and we have a dedicated contact person who helps us out with complaints, so the casino support may not be aware.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Marquez199,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Thank you, Jozef, we appreciate your help with reopening this thread. Because Cobra Casino team strives to deliver top-notch service to its players, we have decided to reopen the case and investigate once more what has happened. After thoroughly checking all the communication lines we had with the player, we can confirm that none of the above-mentioned emails have reached us in any way and that, in line with the player's requirements in this thread and via live support chat, his account has been permanently closed by the time of the complaint.

If there is anything else we can assist with in finalizing this investigation, we would be more than happy to help as our customers' satisfaction is our top priority. 

Best regards,

Cobra Casino Team

Dear Cobra Casino team,

thank you for all the information. Concluding the information above and the fact that the player was banned from our site for unethical behavior, I am forced to close this case as rejected.

Kind regards, Jozef