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Dear Casino Guru Team,

Casino Jokerino confirmed to me about a year ago that all deposits would be refunded because they canceled my winnings of over 7,000 euros.

The Mangamenet said at the time that I was banned from one of their other casinos due to gambling addiction and therefore the winnings would be canceled, but all my deposits will be refunded. I even have this in writing. But until today I have not received any money or no one answers me.

Thank you for your support.

Liebes Casino Guru Team,

das Casino Jokerino hat mir vor rund einem Jahr die Rückerstattung aller Einzahlungen bestätigt, da Sie mein Gewinn über 7000,- Euro gestrichen haben.

Das Mangamenet hatte damals gemeint, dass ich in einem ihrer anderen Casinos gesperrt bin wegen Spielsucht und daher der Gewinn storniert wird, aber alle meine Einzahlungen Rückerstattet werden. Dies habe ich sogar schriftlich. Aber bis heute habe ich kein geld erhalten oder keiner Antwortet mir.

Danke für Eure Unterstützung.

Dear Basel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

What do you need from my side?

Basel09

Was brauchen Sie von meiner Seite?

Basel09

Any communication in which you’ve been promised that your deposits will be refunded. 

Thank you, Basel, for forwarding the relevant emails. Could you please advise if you have provided all the relevant documents to complete the account verification?

Thank you very much, Basel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask casino representative to explain why the refund was unsuccessful.

Hello Basel.

I have information from the casino that they offered you a refund (a one year ago) but you refused it. Is this information correct?

No way!!!! I have never refused the refund and have never received a response !!! The casino is supposed to refund the money. I can prove to you several times that I have asked again and again over the last few months and have never received an answer! I ask you to help me send the refund. Thank you

Niemals!!!! Ich habe die Rückerstattung niemals abgelehnt und noch nie eine Antwort erhalten!!! Das casino soll das Geld zurück erstattet. Ich kann ihnen mehrfach nachweisen dass ich Über die letzten Monate immer wieder angefragt habe und nie eine Antwort erhalten habe!!! Ich bitte sie mir zu helfen die Rückerstattung zu senden. Danke

That's unbelievable !!!! Which player would refuse a refund !!! I have evidence that I wrote to the casino around 20 times !!! I never received an answer!

Das ist doch unglaublich!!!! Welcher Spieler würde eine Rückerstattung ablehnen!!! Ich habe Beweise dafür das ich das Casino rund 20 mal angeschrieben habe!!! Nie habe ich eine Antwort erhalten!!!

I understand that casino identified Basel as a player who is well known for the issues with self-exclusion. People from Curacao regulator know him as well, but he is not doing anything illegal or fraudlent. I don't want to support him in this, but we are considering this case like anybody else is in this situation.

Self-exclusion rules are very strict and apply to everybody.

When the player has an active self-exclusion, the casino must refund player's money. In this case, there is no exception. The Basel's account was under self-exclusion, and therefore refund is the only possible solution.

Not refunding him is same as putting him in the situation where he has 0% chance of winnings, and he can only lose, which is wrong.

Thanks for the answer.

special is that the casino accepted my deposits. Confiscated my winnings over € 7000 and offered and confirmed the refund myself. Thus, the casino breaks its own promises which can already be interpreted as a criminal offense.

Danke für die Antwort.

speziell ist es dass das Casino meine Einzahlungen akzeptiert hat. Meinen Gewinn über 7000€ beschlagnahmt hat und selbst die Rückerstattung angeboten und bestätigt hat. Somit bricht das Casino seine eigenen Versprechungen was schon als Straftat gedeutet werden kann.

Unfortunately no feedback from the casino?

I guess you don't care.

Leider keine Rückmeldung vom Casino?

Es ist Ihnen wohl egal.

Yesterday I wrote to the casino representative via Skype again, he read my message but didn't answer till now.

I am very sorry, Basel, but it looks like we need to close your complaint as "unresolved."

Even though you are well known for your self-exclusion issues among many casinos, and licensing authority knows you well too, we simply cannot accept the fact that you had a 0% chance of winnings from the beginning. Please submit your complaint to the curacao licensing authority. I believe that this case is a classic failed self-exclusion example. The casino is going against all responsible gambling rules only because you are well known for using self-exclusion a lot, looking for mistakes and also complaining about it. In case somebody else would be in your situation, they would refund him all the deposits. But the rules are here for everybody and if you had active self-exclusion - they should refund you too.