Gold.Casino - Igrač prijavljuje kazino kao prevaru.

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Dear Tillykke,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Gold.Casino.Please allow me to ask further questions so I can better understand the situation.

• Was the amount you deposited on January 24th credited to your player's balance in the casino?
• Was any amount on your player's balance removed or confiscated without your input?
• If there is any communication between you and the casino regarding the incident, please share it with me. My email is tomas@casino.guru

I will be waiting for your reply patiently.

Best regards,

Tomas

Hello Tomas,

The deposit was not credited to my player account. The LTC deposit was correctly transferred to the deposit address specified by the casino, but was never credited to my player account. Instead, the amount was forwarded to an external account.

Hallo Tomas,

die Einzahlung wurde meinem Spielerkonto nicht gutgeschrieben. Die LTC Einzahlung wurde korrekt an die vom Casino angegebene Einzahlungsadresse überwiesen, wurde meinem Spielerkonto aber nie gutgeschrieben. Stattdessen wurde der Betrag an ein fremdes Konto weitergeleitet.

Thanks for the explanation.

Have you made successful deposits in the casino previously?

Could you please share the communication between you and the casino when you contacted them regarding the issue?

Send the information to my email at tomas@casino.guru for review.

Communication with the casino is handled through a ticket system. The responses are sometimes very confusing and incomprehensible. I'll take screenshots and send them to you by email.

It was the first deposit at the casino.

Die Kommunikation mit dem Casino läuft über ein Ticketsystem. Die Antworten sind teils sehr wirr und nicht nachvollziehbar. Ich mache Screenshots und schicke dir das per Mail zu.

Es war die erste Einzahlung bei dem Casino.

I've tried again now. The answers keep jumping back and forth:

• First, they want to verify my email address and mobile phone number. Neither the SMS nor the email arrives, which the casino claims is my fault, and I'm supposed to contact my mobile phone and email provider. According to casino.gold, neither of those options works...
• Then I'm supposed to provide an Argentinian tax identification number again.
• Screenshots are not accepted.
• Evidence that the deposit has demonstrably been received at my LTC deposit address is ignored.

Tomas, this is definitely a fake casino and they're cheating your customers. Please blacklist this casino immediately.

Ich habe es jetzt nochmal versucht. Die Antworten springen immer hin und her:

• einmal soll zuerst meine Mailadresse und Handynummer verifizieren. Weder SMS noch Mail kommt an, was laut Aussage des Casinos an mir liegt und ich soll mich an den Betreiber meines Handy und meiner Mailadresse wenden. Beides funktioniert laut casino.gold nicht....
• Dann soll ich wieder eine argentinische Steuernummer angeben
• Screenshots werden nicht akzeptiert
• Hinweise darauf, dass die Einzahlung nachweislich auf meine LTC Einzahlungsadresse eingegangen ist, werden ignoriert

Tomas, das ist definitiv ein Fake-Casino und die betrügen eure Kunden. Setzt dieses Casino bitte sofort auf die Blacklist.

Dear Tillykke,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Tillykke,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Gold.Casino to join this conversation and assist in addressing the complaint.

Dear Gold.Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the 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 may negatively affect its rating.

Stefan, the point is that this casino is a scam and you're promoting it here. Surely this can't wait another 7 days? The money was demonstrably sent to the address provided by the casino. It demonstrably arrived and was transferred to another account shortly afterward. All of this can be publicly verified. What's the point of all this?

Stefan, es geht doch darum, dass dieses Casino ein Scamcasino ist und ihr es hier bewirbt. Das kann doch nicht noch weitere 7 Tage warten? Das Geld wurde nachweislich an die im Casino angegebene Adresse gesendet. Es ist nachweislich angekommen und kurze Zeit später auf ein anderes Konto transferiert. Das kann man doch alles öffentlich prüfen. Was soll das hier alles?

Dear Tillykke,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Anjouan Gaming (https://verification.anjouangamingboard.org/validate?domain=gold.casino&seal_id=7ef9e577974e716e7c8a6113bb18806bdf21073c192536f4438eae7f0f277d2ce9f1bfe1f290e2391cb8cea8543173a1&stamp=f1aa998d5c35345e1f58388732b0ba4e) and submit a complaint to them via the validator at the bottom of the casino's website. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru