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Good day! I am in conflict with Dublinbet Casino.

On October 11, 2020, I refilled my account with $ 50 via Skrill (a screenshot of the transfer is attached). I did not carry out any game activity. The casino unilaterally blocked my account. The funds were not credited to my account. Due to the fact that my account is blocked, I would like to receive funds to my Skrill payment wallet, from which I made a deposit.

I have repeatedly written to the casino in the hope of settling the situation, but the casino does not want to communicate, for more than 3 weeks I have not received any messages from the casino.

I ask you to help.

Dear yury.str,

Thank you very much for submitting your complaint and forwarding the payment receipt. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you haven’t played any of your deposited funds and they’re still untouched inside your blocked account? Have you received any payments from this casino in the past? Was the account verification carried out successfully?

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. Thank you in advance for your reply.

Best regards,

Petronela

Good day!

This was my first deposit at this casino. I have not completed any games. I have not received any payments from the casino.

Moreover, the casino claims that I did not make any deposits. Although I have provided you with evidence to the contrary.

Verification was not passed, the casino did not ask for any documents.

I am also sending you screenshots of my correspondence with the casino at petronela.k@casino.guru.

Thank you.

Good day! I did not transfer funds to other casinos at that time. Therefore, there is no possibility that the funds were sent to another casino.

Thank you very much, Yury, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear yury.str,

I looked at your complaint as well as the forwarded e-mails and I understand the situation. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Dublinbet Casino to join this conversation and participate in the resolution of this complaint.

Dear Dublinbet Casino team,

Please review the issue regarding yury.str’s lost deposit. You can forward any relevant information to my e-mail address andrej.p@casino.guru.

Dear yury.str,

We discussed the issue with the casino representative. Apparently, the payment from the screenshot you provided is connected to a deposit to your gaming account at Casino Estrella, not Dublinbet Casino.

Could you please confirm if this is the case?

Good day! The $ 50 cash was not credited to my Estrella casino account. If the casino is sure otherwise, then please provide evidence.

I still hope to get my $ 50.

Thank you)

Thank you, yury.str, for your reply. We’ll discuss this with the casino representative and ask for supporting evidence. I’ll let you know as soon as there are any updates.

Dear yury.str,

Please be informed that the casino refuses to provide us with the supporting evidence due to its sensitive nature. I’d like to kindly ask you to contact the casino’s customer service and ask for proof in a private conversation.

I’m setting the timer for 7 days. Please let us know once you have contacted the customer service and/or received a response.

Thank you in advance.

I sent an email to the casino asking for proof that my $ 50 was credited to my Estrella casino account, as the casino claims.

Thank you, yury.str, for your cooperation. Please let us know once you’ve received a response.

The casino doesn't want to communicate with me. I have not received any proof letters from the casino. I ask you to take this into account when making a decision.

Dear yury.str,

I’m sorry to hear that you did not receive a response. I notified the casino representative about the issue.

Dear yury.str,

Unfortunately, we haven’t received a relevant response from the casino representative.

We would like to ask Dublinbet Casino to reply to this complaint or provide the requested information. 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’.

Dear yury.str,

As the casino failed to provide sufficient evidence to prove their claims, we are forced to close this complaint as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.

Another option is to submit an official complaint to the licensing authority of the casino. If you are confident that your claim is justified, I would strongly recommend doing so. Please let me know once there’s been any news regarding the issue and/or you require further assistance. My e-mail address is andrej.p@casino.guru.

We’ve reopened this complaint at the request of Dublinbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Matej,

First of all, we appreciate the opportunity to clarify this matter.

Dublinbet Casino is now under new management, and we are actively working to address past concerns and ensure transparency in all cases.

Regarding this specific case, after a thorough review of our records, we can confirm that the disputed deposit was not credited to a Dublinbet Casino account but rather to Casino Estrella, which is part of the same group.

To further support our statement, we have retrieved additional details from our payment processing system.

The player played and lost this 50 USD deposit.

He then deposited another amount of 500 USD on 22/11/2020.

If the player still has concerns about the missing funds, we recommend that they directly contact Casino Estrella’s customer service for further verification.

However, we remain available to facilitate communication if needed.

We hope this explanation helps clarify the situation, and we appreciate your cooperation in resolving this matter.

Best regards,

Julien

Customer Service Representative

Dear yury.str,

Could you confirm that you received the $50 and subsequently deposited $500 so we can resolve the complaint?

Dear yury.str,

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.