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I had contacted live chat because my debit card was being refused and explained that after making a deposit of about $30 I wanted to withdraw some of my balance. 4 hours later when I had gone to sleep the person I talked to went into my account, and drained all of my balance in less than a minute on plentiful treasures. I then could not get that resolved as someone going on my account is my problem and they are not liable for it. I asked to speak with their supervisor or manager and the chat was disconnected and when I attempted to get in touch with a manager or supervisor I got asked to wait for who knows how long and since I couldn't wait for however long it would take, I asked that they email or call me. They did neither and it has been a month.

Dear zercek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I can try, but I am pretty sure that I do not have any records of the conversations with them as I was still new and naive about online casinos.

Yeh, they don't give access to that information for my own account.

But the only person who I could have provided access for is my younger brother and he wouldn't touch it because he hates all sorts of gambling.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Please forward your game history, even if it is only the last 100 rounds, to petronela.k@casino.guru. Thank you very much in advance.

Dear zercek,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I managed to contact one of their supervisors and will be going to the RCMP to report them for fraud theft and failure to provide my account information which they are supposed to keep a record of and are legally bound to provide to me should i ask. Thank you though.

Please forward your game history, even if it is only the last 100 rounds, to petronela.k@casino.guru be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear zercek,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.