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I want to inform you that since last September, the above casino in the same games with several claimed bonuses has not returned anything to me. Additionally, the way the games operate has changed. As a result, I have deposited several thousand euros without any return whatsoever. Can the casino take such actions? Five months of playing the same games with so many bonuses and not being paid is not luck, it is outright theft. Please.

ΘΕΛΩ ΝΑ ΣΑΣ ΑΝΑΦΕΡΩ ΟΤΙ ΤΟ ΠΑΡΑΠΑΝΩ ΚΑΖΙΝΟ ΑΠΟ ΤΟΝ ΠΕΡΑΣΜΕΝΟ ΣΕΠΤΕΜΒΡΙΟ ΣΤΑ ΙΔΙΑ ΠΑΙΧΝΙΔΙΑ ΚΑΖΙΝΟ ΜΕ ΑΡΚΕΤΑ ΚΕΡΔΙΖΜΕΝΑ ΜΠΟΝΟΥΣ ΔΕΝ ΜΟΥ ΕΧΕΙ ΕΠΙΣΤΡΕΨΕΙ ΤΙΠΟΤΑ ΚΑΙ ΕΠΙΣΗΣ ΕΧΕΙ ΑΛΛΑΞΕΙ Ο ΤΡΟΠΟΣ ΛΕΙΤΟΥΡΓΙΑΣ ΤΩΝ ΠΑΙΧΝΙΔΙΩΝ...ΑΠΟΤΕΛΕΣΜΑ ΕΙΝΑΙ ΟΤΙ ΕΧΩ ΚΑΤΑΘΕΣΕΙ ΑΡΚΕΤΕΣ ΧΙΛΙΑΔΕΣ ΕΥΡΩ ΚΑΙ ΔΕΝ ΥΠΗΡΧΕ ΕΠΙΣΤΡΟΦΗ.....ΜΠΟΡΕΙ ΤΟ ΚΑΖΙΝΟ ΝΑ ΠΡΟΒΕΙ ΣΕ ΤΕΤΟΙΕΣ ΕΝΕΡΓΕΙΕΣ?5 ΜΗΝΕΣ ΙΔΙΑ ΠΑΙΧΝΙΔΙΑ ΜΕ ΤΟΣΣΑ ΠΟΛΛΑ ΜΠΟΝΟΥΣ ΚΑΙ ΝΑ ΜΗΝ ΠΛΗΡΩΝΟΥΝ ΑΥΤΟ ΔΕΝ ΕΙΝΑΙ ΤΥΧΗ ΕΙΝΑΙ ΚΑΘΑΡΗ ΚΛΟΠΗ....ΠΑΡΑΚΑΛΩ

Dear sakislew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Tomas

The only thing I can do if you want is to send the history of deposits and withdrawals so you can see my activity so you can understand what I mean..

το μονο που μπορω να κανω αν θελεται ειναι να στειλω το ιστορικο καταθεσεων και αναληψεων να δειτε την δραστηριοτητα μου για να καταλαβετε τι εννοω..

Dear sakislew,

Your deposit history and withdrawal history are irrelevant in RTP cases.

The only history we require to check is your gaming history, where all bets are recorded.

Thanks for your understanding.

I have to request it from the company because you will see the complete change in the way the games operate.....the same games where they played with rewards in the bonus rounds suddenly don't have the combinations and it is unclear what happened.....

πρεπει να το αιτηθω απο την εταιρια γιατι θα δειτε την απολυτη αλλαγη των παιχνιδιων οσον αφορα τον τροπο λειτουργιας.....τα ιδια παιχνιδια εκει που στους μπονους γυρους παιζανε με ανταποδοση ξαφνικα δεν υπαρχουν οι συνδιασμοι και ειναι αποριας αγνωστο τι συναιβει.....

the response to a history request .............. Unfortunately, such an option is not offered. You can request the betting history for 3 months (within the last 6 months), to your email.

Also, as the account holder, you know your bets personally.

13:13

η απαντηση σε αιτημα ιστορικου .............. Δυστυχώς δεν προσφέρεται τέτοια επιλογή. Μπορείτε να αιτηθείτε το ιστορικό στοιχημάτων για 3 μήνες (εντός των 6 τελευταίων μηνών), στο ηλεκτρονικό σας ταχυδρομείο.

Επίσης, ως κάτοχος του λογαριασμού, γνωρίζετε τα πονταρίσματα σας αυτοπροσώπως.

13:13

I don't know what to do, they're not sending me my full history?

δεν γνωριζω τι πρεπει να κανω δεν μου αποστελουν το πληρες ιστορικο μου?

Dear sakislew,

Have you received the gaming history for the last 3 months at least? Could you please share it with me? Forward it to my email at tomas@casino.guru 

Dear sakislew,

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.

I am sorry but the provided information is not what we are looking for.

To determine the RTP we will need your game history. Game history is the record of your bets in the online casino.

Kindly request it from the casino in .csv or .xls formats and forward it to me for review.

I apologize for the inconvenience.

I requested my history and they are not sending me anything else.....in fact since September I have deposited thousands of euros with 0 results and the only thing they tell me is luck......I am sure that the company has done something and the way it operates has changed and I would like you to please tell me what I can do because they are not sending me any information regarding my history...

αιτηθηκα το ιστορικο μου και δεν μου αποστελουν κατι αλλο.....πραγματικα απο τον σεπτεβριο εχω καταθεση χιλιαδες ευρω με 0 αποτελεσμα και το μονο που μου λενε ειναι θεμα τυχης......ειμαι σιγουρος οτι κατι εχει κανει η εταιρια και εχει αλλαξει ο τροπος λειτουργειας και θα ηθελα παρακαλω να μου πειτε τι μπορω να κανω διοτι οσον αφορα το ιστορικο μου δεν μου αποστελουν πληροφοριες...

Please tell me what I should do because they have ruined me financially since last September, not a single euro is being refunded.....I have to go legally, I don't know, and they also don't even send me the history, what should I do?

πειτε σας παρακαλω πως πρεπει να κινηθω διοτι με εχουν καταστρεψει οικονομικα απο τον περασμενο σεπτεβριο ουτε ενα ευρω δεν δινει επιστροφη.....πρεπει να παω νομικα δεν ξερω και επισης δεν μου αποστελουν ουτε το ιστορικο τι πρεπει να κανω?

I understand your frustration.

Please forward your attempts to request the information from the casino so we may review it. Thanks in advance for your cooperation.

My email is tomas@casino.guru

Dear sakislew,

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.