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Good evening. I made a deposit of 100 euros and then 90 euros, which the system successfully processed, and I saw them in my account. I played with those amounts. However, the next day, an additional 100 euros and 90 euros were missing from my account without my authorization. Two days later, another 100 and 90 euros were taken without my approval.

Καλησπέρα έχω κάνει κατάθεση 100 ευρώ και 90 ευρώ τα οποία τα τράβηξε το σύστημα και μια χαρα το είδα στο λογαριασμό μου ότι τα κατεθεσα και επαιξα.και την επόμενη μέρα μέρα μου έλειπαν αλλά 100 ευρώ και 90 χωρίς την έγκριση μου και μετα από δύο μέρες αλλά 100 και 90 ευρώ χωρίς την έγκριση μου.

Dear Ritsis12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In case of experiencing unauthorized transactions, we would recommend you contact your bank and inform them about the situation so that they might investigate. At the same time, please allow me to ask you a few questions, so I can better understand the situation. 

• Have the unauthorized transactions been reflected on your player's balance in your casino account?
• Have you communicated with the casino regarding this issue? If you have any correspondence between you and the casino customer support, please forward it to me at veronika.l@casino.guru.

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.

Best regards

Veronika

Dear Ritsis12,

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.