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i have taken a no deposit bonus of 50 € i have paid for when i want to make a withdrawal request they said that should eka make a deposit when i did should then confirm the account is gone about 3 days account confirmation then suddenly the account is closed when i asked why they said we can't say. so whether they are serious they didn’t even give any reason or I haven’t broken the rules.

Dear Rawia,

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. Have you received confirmation regarding successful account verification? Could you please advise if you have redeemed any promotional offers from this casino in the past? Do I understand correctly that you have deposited funds into your casino account to verify the payment method?

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

i am a new customer at a casino. as soon as the completed bonus balance was € 95 you will be able to make a withdrawal request. they must force me before I made a withdrawal request to make a deposit of € 25 I have made and send all the details to the account confirmation. has gone 3 days ago account closed i don't know why and when i asked didn't get an answer. I have a conversation with their manager when I asked him why the account was closed send you your email (petronela.k@casino.guru)

Thank you very much, Rawia, for forwarding the relevant communication. Could you please advise if your deposit of €25 has been refunded to you already? Additionally, could you please rule out the possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Looking forward to hearing from you.

yeah, has got a refund

Could you please rule out the possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Thank you very much in advance.

I did not understand

If your winnings have been cancelled and deposit refunded, I would like to eliminate the possibility that it has happened because somebody else had a different casino account registered from the same IP address or device as yours and redeemed previously the same No Deposit bonus as you. Can you please dismiss this scenario?

Nevertheless, since your winnings have been accumulated from a No Deposit bonus and deposited money to verify your payment method refunded to you, I'm afraid there is not much we can do for you. I'm just trying to understand why it has happened to you.

so i haven't registered but like 1 times and if you said now that there was a different ip address then it doesn't mean me

Thank you very much, Free Spin Casino team, for the clarification.

Dear Rawia,

Could you please advise if you have requested a chargeback in any online casino in the past? Could you please comment on the unsuccessful verification phone call? Looking forward to hearing from you.

I asked someone for a casino refund because I stole the account and gambled all the funds in the casino name lasatlantis. confirmation phone number I have answered more than 6 times

Do I understand correctly that you have requested a chargeback from the Las Atlantis Casino in the past? Could you please describe in more detail the circumstances? Thank you very much in advance.

i can prove that the credit card was in my name then there is no fraud. In Las Atlantis I applied for a refund through Skrill because I don’t know who has stolen my account

phone confirmation I have answered more than 6 times and I can prove that the casino has called more than 6 times and every time I have answered. when i didn't even know english therefore there was no help in it calling therefore always continued chatting through conversation

Thank you very much, Rawia, for the clarification. Please understand that if you have requested a chargeback from an online casino in the past you will face difficulties in the majority of gambling establishments in the future. I would suggest paying off the previous chargeback in Las Atlantis Casino and explain the whole situation to Free Spin Casino. I don’t guarantee it will resolve this specific issue, but it will definitely help to prevent any further misunderstandings. 

therefore where to join las antalantis and free spin casino. it's not your business if I had a problem with las antlantis

they have a different casino

Please understand it is not completely true that your issue with Las Atlantis Casino is not related to any other gambling establishments. It is, and it will cause problems for you with other casinos in the future.

Please let me know how you'd like to proceed with this case as the only possible advice from me, at this time, is the one that I have described previously.

can i figure out the matter you have here las atlantis and then when the matter was settled get my funds

It will definitely help you in the future to avoid any misunderstandings in the world of online casinos. Please advise how you'd like to proceed. Are you willing to settle down your chargeback with Las Atlantis Casino? Thank you very much in advance.

therefore, Las Atlanta did not make a refund. the picture i sent you of it was a free spin on who to return the money. I would like my € 118

I am sorry, but I don't understand.

In Las Atlantis I have taken care of the matter with them. what do you mean by chargeback

Could you please confirm that you have paid off your requested refund/chargeback with Las Atlantis Casino? Please forward the payment receipt to petronela.k@casino.guru. Thank you very much in advance.

I have sent

Do I understand correctly that the transaction took place on the 10th of June 2021? Is this the refund from the Las Atlantis Casino?

las Atlantis did not make a refund

this fee was paid in Las Atlantis

Is this the chargeback that you have paid off to Las Atlantis Casino? Please understand that I am a bit confused since this transaction has been made before we even suggested it.

Yeah, this is a fee in Las Atlantis

Thank you very much, Rawia, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance.

I wish you best of luck. However, please bear in mind, as I suggested earlier, even after paying the debt off, we can't guarantee that this case will be resolved to your satisfaction.

Hello Rawia.

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

Dear Rawia.

I have had a discussion with a casino representative, and I would like to focus on their reaction above. Please, could you confirm their statements?

1) Has anyone been advising you during the verification call, or should we require the evidence?

2) Have you done any chargebacks in your past? Chargeback is a service provided by banks, to the users of credit cards. Have you purchased something with your credit card, but then you asked for a refund from the bank itself?

phone confirmation I have done and if you want I can do it again. I have requested a bank refund for the Las Atlantis charge and no Free Spin casino but the refund was not accepted. phone confirmation was fast because i don't speak english as a speaker but my name and address on my card is no later than 4 number

Dear Rawia.

Since the casino has provided relevant proof sustaining their claims about chargebacks, and you have even not done a verification call on your own, we are forced to reject your case. Rawia, I highly recommend you solve these chargebacks asap because you may experience withdrawal difficulties in many casinos.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, although I do not recommend it. Let me know if you have any questions or require further assistance.

Best regards, Jozef