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Hello, good afternoon

Dear Sir, I'd like to know the status of my case. Is there a solution? Will I get my funds returned? I don't care about anything else. It's my money. They can close the accounts, I don't care... but they're stealing from me.

My daughter's surgery is next week. I'm truly desperate. Please.

Hola buenas tardes

Estimada quisiera saber en que va mi caso. Hay alguna solucion? Conseguire que me devuelvan mis fondos? No me importa nada mas. Es mi plata. Pueden cerrar las cuentas, no me.importa.. pero me estan robando.

La proxima semana opero a.mi hija. Estoy verdaderamente desesperada. Por favor

Dear ANA269878127,

thank you for your messages and for your patience.

Thank you, ANA269878127, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much. I hope it gets resolved.

What is the success rate of these complaints? Do casinos respond to requests like this?

Thank you!

Muchas gracias. Ojala se resuelva

Que porcentaje de exito tienen estas denuncias? Los casinos responden a las solicitudes como esta?

Gracis!

Hello, good afternoon.

Is there any solution for my case?

So many days have passed and the truth is that I have sent everything that was requested.

Please, if you are not going to handle my case, it is better for you to tell me.

I remain attentive

Thank you

Hola buenas tardes.

Existe alguna solucion para mi caso?

Han pasado tantos dias y la verdad es que he enviado todo lo que me han solicitado.

Favor si.no gestionaran mi caso es mejor que me digan

Quedo atenta

Graciad

Hello, ANA269878127,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Thank you so much.

Outgoing

Muchas gracias.

Salidos

Dear ANA269878127,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru