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On April 14, I topped up my Jeton Rouge Casino account with €20. I did not receive any bonus or promotion; I played only with real money. On the game 'Gates of Olympus Super Scatter', I won over €27,000 on April 14. I withdrew €1,250 (the maximum daily amount allowed).

On April 15, I successfully received that money in my bank account. While continuing to play on April 16, I requested a withdrawal of €1,500, but it was cancelled twice without any request from my side. On April 16 at 2 PM, all my winnings had disappeared; I received no notification from the casino.

I contacted the chat, and the casino responded that there was a 'technical bug' on the game during April 14 and 15, and that my winnings were therefore invalid. Strangely, all my game history had also disappeared. After I insisted strongly, they blocked my account for 'administrative reasons'.

I sent two emails to 'complaints@curacao-egaming.com' and 'compliance@curacao-egaming.com', copying the casino. On April 20, Jeton Rouge Casino sent me an email offering €1,000 for the 'inconvenience'. I then contacted Casinomeister, who told me the casino is unlicensed in my country (France) and that the €1,000 offer was 'standard' for a technical failure.

I am now reaching out to Casino Guru because I have all the evidence: screenshots of my winnings, the successful €1,250 payment, and their settlement offer."

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you noticed any unusual behaviour while playing Gates of Olympus Super Scatter, such as no losing bets, unusually high wins, or an unusually high frequency of bonus features?
• Could you please request from the casino your full gaming history in Excel format, starting from the moment you deposited €20 up until the moment you requested the €1,250 withdrawal? Once you receive it, kindly forward it to me at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your reply. Regarding the game behavior: The wins were indeed much higher than usual, but that is the nature of the 'Super Scatter' version of Gates of Olympus. I had a very lucky streak with high multipliers, but I want to emphasize that the game functioned normally: I still had many losing spins during the session. It was not a 'broken' game, but a very high-payout session.

As you requested, I have already contacted the casino to ask for my full gaming history in Excel format. I am currently waiting for their response and I will forward it to you at veronika.f@casino.guru as soon as I receive it.

If there had been a real technical bug, the casino would not have validated and paid my first withdrawal of €1,250 on April 15. By paying me, they confirmed the session was legitimate.

Best regards, Sasou"

Hello Veronika,

I wanted to give you an update regarding the gaming history. I have followed up with the casino twice to request my full history in Excel format as you asked, but I have received no response from them so far.

It seems they are intentionally ignoring my requests or refusing to provide the data. I will keep you posted if they finally reply, but their lack of transparency is very concerning.

Best regards, Sasou"

Thank you for your reply. Please forward the emails you sent to the casino requesting your gaming history, along with any responses from the casino (if applicable), to veronika.f@casino.guru.

Thank you for your patience and cooperation.

Hello Veronika, I just sent you the game history. To date, I haven't received any response. Thank you kindly, have a good day

Dear Sasou

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, Kubo (jakub.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,

Veronika

Hello Veronika, thank you

Dear Sasou,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Jeton Rouge Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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.