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Dispute with cassino guruplay.com....I apply guru play weekly promotion of deposit bonuses 50% on live Cassino for 15x wager of deposit and bonuses amount..on 23rd jan2023 I deposit 45k and apply promo on 25th Jan I completed my wager and my winnings was 101136 inr ..I apply for withdrawal some amount suddenly my 1st withdrawal was failed and I retry withdrawal but they decline and suddenly my winning of 101136 inr was removed and only deposit amount of 45k was showing..when contact to support team . They said ..I disobey the rules and terms ... but it was my 10th promotion ..my 1st promotion was on 3rd Dec 2022 I was loosing much in last many promotion ...my playing pattern was Sam's on every promotion ..but once I start winning big they cut my winning..when i was loosing nothing was going on..kindly try to return my money ..my total balance was 101136

Hello poonamnagpal800,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Guru Play Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you received a payout from the casino? Is your account currently still active? When was the last time you spoke to the casino and what was it about? Did they specify which exact term did you breach?

Looking forward to your answer.

Regards,

Nick

Yes my account is verified ..last withdrawal was of 55800 inr on 26/01/2023..yes my account currently active ...Cassini offering me Same promotion which they trape me past..I connect to them last time on 25th Jan 2023 ..they said we will never return ur winnings.... I applied their 9 promotions and I wager more then 80lacs till 24 Jan...there was no problem till I was in loss....as I come in profit cassino grab my winnings smartly..I use all my funds to win 100138 amount .and it earned with lot of gamble and efforts ...how a cassino can do it

Any update of my case

Hello poonamnagpal800,

Unfortunately we need more information in order to move forward. Can you please answer to all of my previously asked question like if the casino did specify the reason of voiding your winnings or what term did you breach?

Dear poonamnagpal800,

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.