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Good day ,

A year ago I registered in the casino, put there deposits now I have won and we do not want to pay the win from not licensed as they could receive from me then deposits throughout the year and I could also set up an account and register.Ale win the issue. Of course I want to solve this problem and get my won money.

Dobry den ,

Pred rokem jsem se registroval v casinu,daval tam vklady nyni jsem vyhrál a nechcou my vyplatit výhru ze nemají licenci tak jak mohli ode me přijímat tedy vklady po cely rok a me šlo tedy i zřídit ucet a registrovat.Ale výhru nevydaji.Nyni už se cesky hráč nemuze zaregistrovat.Samozřejmě chci tento problem vyresit a ziskat sve vyhrane penize.

Hello Marian,

Thank you very much for submitting your complaint through our website. I am very sorry that you came across a problem like this. I think it is not fair that the casino took your deposits and allowed you to play, and then refused to pay your winnings. 

I checked their T&Cs and, unfortunately, Czech Republic is in the list of restricted countries. Do you have any emails or screenshots of your communication with the casino support? If yes, could you please send it to us?

Thank you in advance for your reply.

Best regards,

Kristina

Yes

Good day,

Yes, I sent you is.It's also from the players of the Czech can not even regregovat at their casino and thus not even play when I registered so Czechs could be registered with them by the fall if they changed the rules should block us account and tim i inform us that we can no longer put a bet and not from us still receive payments.

Ano 

Dobry den,

Ano mám zaslu vám je.Jde o to taky ze hráči z ceska se nemůžou ani  rregistrovat u jejich kasina a tim pádem ani hrát ja kdyz jsem se registroval tak Cesi mohli u nich byt registrovaní tim padem jestli zmenili pravidla meli nam ucet zablokovat a tim i informovat ze už tam nemuzeme dal vsazet a ne od nas stale přijímat platby.

Photo I sent to your mail address thank you and hope for a positive resolution of my problem. Casino did not act fairly.

Foto jsem odeslal na vasi mailovou adresu dekuji a doufám za kladne vyreseni meho problemu .Casino nejednalo férově.A ja požadují zpet svou výhru .S pozdravem 

Hello Marian,

thank you for your reply. I received your email and I contacted the casino regarding your issue. I will let you know as soon as I have some more information. 

If the casino provides you with some new statement (they mentioned in your live chat communication that they are reviewing your case), please do not hesitate to write to me an email to kristina.s@casino.guru.

Best regards,

Kristina

To

Good day,

Yes, I will contact you I do not know how long they have to solve my problem. But I wanted to tell you that if a year ago when I registered and they all confirmed that they accept me as a player and during that knocked out the Czech Republic not let me still deposit my money .were aware of it now that the citizen of the Czech Republic can not register. Their duty was to communicate that I am adjusting the conditions.According to the law on gambling. consciously cheating. Please let us know how it will be given with my winnings.

Do

Dobry den,

Ano budu vas kontaktovat nevim jakou dobu maji na vyreseni toho meho problemu .Ale chtel jsem vam sdělit  že pokud pred rokem kdy jsem se registroval a oni vse potvrdily  že me přijímají jako hráče a behem toho vyřadily Českou republiku meli my to sdělit a účet zrusit a ne me stale nechávat vkladat me finance  .byli si toho vědomy když nyni uz se nemuze občan ceske republiky zaregistrovat .Jejich povinnosti bylo sdělit ze upravuji podmínky.Podle zakona o hazardní  hraní.Budu rad kdyz se to vyřeší .Je to nekala hra a z jejich strany vědomě podvádějí.Dejte my prosím vedet jak to bude dal s mou výhrou .Na kterou mam narok .Děkuji 

Hello Marian,

Thank you for being patient. I contacted the casino but since I haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The only thing I can recommend you now is to contact Malta Gaming Authority, and I think this is the best option in your case. Here is the link, where you can fill the complaint form:

https://www.mga.org.mt/support/online-gaming-support/

In case you decide to try this option, please let me know via email the final decision of MGA, so we can classify this complaint accordingly.

The casino can reopen this complaint anytime.

Kristina