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Hello

won 400 euros, when I was going to withdraw the money I had to verify my account

this went well (KYC)

after a few days I received an email saying there was an error in my account and that the money I won was not real

Hej

vann 400 euro, när jag skulle ta ut pengarna fick jag verifiera mitt konto

detta gick bra ( KYC)

efter några dagar fick jag ett mejl om att det var fel på mitt konto och att pengarna jag vann inte var verkliga

Dear Azrael86,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi Dominika you seem to misunderstand the situation

mad casino says it was a deposit error and that the money I won was not real

this despite me having demonstrated that 50 euros were withdrawn from my account

See below

Following a thorough investigation of your account, it has come to our attention that due to a payment error, your deposit was not processed correctly and you were not charged. As a result, your winnings were generated from funds that should not have been available on your account.

Regrettably, we have had to confiscate the winnings, as they were obtained through these incorrect funds. We sincerely apologize for the situation and appreciate your understanding in this matter.

Hej Dominika du verkar missförstå situationen

mad casino mennar att det var ett insättnings fel och att pengarna jag vann inte var riktiga

detta trots att jag påvisat att 50 euro drogs från mitt konto

Se nedan

Following a thorough investigation of your account, it has come to our attention that due to a payment error, your deposit was not correctly processed and you were not charged. As a result, your winnings were generated from funds that should not have been available on your account.

Regrettably, we have had to confiscate the winnings, as they were obtained through these incorrect funds. We sincerely apologize for the situation and appreciate your understanding in this matter.

Dear Azrael86, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful deposits before?

Did the funds you deposited get withdrawn from your payment method? Or were they possibly already refunded to you?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hi Dominica.

yes, I managed to make a deposit of 500 kronor

and when I was going to withdraw the profit of 401 euros

so was the answer from them above which I have demonstrated

the money I put in wine was paid via my Mastercard card

no I didn't get a refund, neither the deposit nor any winnings for that matter

see attached

Hej Dominika.

ja lyckades göra en insättning på 500 kronor

och när jag skulle ta ut vinsten på 401 euro

så var svaret från dem ovan vilket jag påvisat

pengarna jag satte vin skedde via mitt Mastercard kort

nej jag fick inget återbetalning varken insättningen eller vinst för den delen

se bifogad

Dear Azrael86, I have not yet received any emails or documentation containing your communication with the casino regarding this issue. Could you please kindly send me the relevant emails or chat transcripts so I can review the details more thoroughly and assist you better? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear Azrael86,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru