DrueckGlueck Casino - Igrač traži pomoć.

I played at this casino some time ago when it was still possible to access this casino in Austria. In September 2021 I sent a request to Drück Glück Casino to send me an overview of my transactions at this casino. I got an answer that it will be forwarded to the responsible department and they will contact me. To this day I have not received any feedback from Drück Glück Casino despite repeated requests.

Ich habe in diesem Casino vor einiger Zeit gespielt, als es in Österreich noch möglich war, auf dieses Casino zu zugreifen. Im September 2021 habe ich eine Anfrage an Drück Glück Casino gestellt mit der Bitte, mir eine Übersicht meiner Transaktionen in diesem Casino zukommen zu lassen. Ich bekam eine Antwort, dass es an die zuständige Abteilung weiter geleitet wird und diese sich bei mir melden. Bis heute habe ich trotz mehrmaliger Nachfrage keine Rückmeldung von Drück Glück Casino erhalten.

Dear Sandra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please share with us the reason you requested such a report? Have you recently tried to contact the casino regarding this issue?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I need this overview because I would like more detailed information about my transactions, which I am entitled to.

I recently contacted the casino but it seems like customer service is non existent here.

Kind regards

sandra

Hallo, ich benötige diese Übersicht, weil ich genauere Infos über meine Transaktionen haben möchte, welche mir auch zustehen.

ich habe das Casino kürzlich kontaktiert, doch scheint es so, als wäre der Kundendienst hier nicht vorhanden.

Mit freundlichen Grüßen

Sandra

Thank you for your reply, Sandra. For what period of time do you require this transaction report? Is it the report for the last year or all the time you had your account active? Do I understand correctly that you no longer have an active account at this casino?

Hello, I would like a report on the whole time. I no longer have an active account because the casino website in Austria can no longer be accessed at all. Players from Austria are no longer accepted.

Thanks very much

Hallo, ich hätte gerne einen Bericht über die ganze Zeit. Ich habe kein aktives Konto mehr, da man in Österreich mittlerweile auf die Internetseite des Casinos gar nicht mehr zugreifen kann. Es werden keine Spieler aus Österreich mehr akzeptiert.

Vielen Dank

Thank you very much Sandra for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. Please bear in mind that casinos are not obligated to provide you with this kind of data or store your personal information for longer periods of time. Nonetheless, I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you for your feedback. At this casino, customer service is practically non-existent, like there is none. All messages are not answered. In my opinion, that shouldn't be the case.

Danke für Ihre Rückmeldung. In diesem Casino ist der Kundenservice praktisch nicht vorhanden, so als gäbe es keinen. Man bekommt auf sämtliche Nachrichten keine Antwort. Sowas darf meiner Meinung nach nicht sein.

Hello, Sandra,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite DrueckGlueck Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear DrueckGlueck Casino Team,

Could you please clarify the player's situation? Is it possible for the casino to provide the player with the required data?

Thank you in advance for providing the information.

Thanks for your efforts, however I don't think there will be any further feedback from the casino.

Danke für Ihre Bemühungen, jedoch glaube ich nicht, dass vom Casino noch eine Rückmeldung kommen wird.

Hello, after no response from the casino, I would like to know what's going on now? Thanks very much

Hallo, nachdem vom Casino keine Rückmeldung kam, würde ich gerne wissen, wie es jetzt weitergeht? Vielen Dank

Hello,

I am sorry for my delayed reply. We had bank holidays here (Easter). Now I would like to ask the casino to participate in resolving this issue again and the casino's representative will have another 7 days to provide us with a response. Also, I will try to contact them also outside this open thread. Currently, I am in contact with a casino's representative via Skype and I am waiting for his reply regarding your issue. Let's stay positive and patient.

We would like to ask DrueckGlueck Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Thanks for your efforts.

Vielen Dank für Ihre Bemühungen.

Unfortunately, we do not penalize casinos for such a reason, therefore we are forced to reject your complaint.

I sincerely believe the provided information will help you to resolve your issue.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Best regards,

Branislav, Casino.Guru