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My account has been blocked and they may have stolen my money.

At least that is how it feels. There is a discrepancy with my deposits. I made 3 deposits of $1000 that were accepted on the Weiss platform, and were credited into my Weiss account, in which I have emails from Weiss stating that they were accepted, I can provide these if needed.

I the took those deposits and won, bringing my balance up to $9709.

The next morning I receive an email that there was an issue with one of my $1000 deposits and they are going to investigate. They have blocked my account while they do this. They have asked for pdf transaction activity from my credit card, which I have supplied. They have requested receipts from Visa?? Which I explained to them that Visa doesn't give receipts, the place where you buy things from give receipts, which would be them or their payment provider in this case.

With all of this being said I have requested timelines, and specific information about what is being investigated and done but I continue to receive the same cut and paste responses. They have treated me like I have done something wrong when they should be the ones apologizing to me if there were any issues due to their provider.

The fact that they are giving me no information while holding my money hostage feels more and more like theft.

I really need someone to advocate for me and get to the bottom of why this is taking so long and why can't they give me information or allow me to access my account and money. This is a lot of money and it's extremely stressful to have someone take control of it and be completely silent on the reasons why.

I understand that it takes time to investigate matters but they have a finance department and with technology these days this shouldn't take more than 24 hours.

Please help,

Christopher C****

Hello Confusingseeker,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Weiss Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Since when exactly is this issue ongoing?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

Thank you for agreeing to help me with this, it has given me great stress having this money blocked and not getting any answers especially when I have done nothing wrong but I am being treated like a criminal.

My account was verified on March 17th at 7:51pm.

The deposits happened on March 18 at 7:41pm, 7:48pm and 7:49pm.

My account was blocked the next morning, March 19 at 6:45am

The last communication that I recieved from them was a copy and paste email response to my email asking for timelines and specifics regarding the investigation, with no real answers given.

I have screenshots of all emails, verifications.

I have attached the screenshots of the 3 emails that they sent right after they accepted my deposits. They are stating that one of these didn't actually go through and they accepted it when they shouldn't have.

I have also attached a screenshot of their terms and conditions showing that they only will credit my playing account after the deposit has been verified, so there must have been an issue with their payment provider and them.

Honestly, I have the proof that they accepted the deposit. It doesn't look like it came out of my Visa, so the only thing that needs to be done is to remove the $1000 deposit from my playing balance, leaving me with a balance of $8709. And then they should issue me an apology. I am not looking to try and steal from them.

This was a mistake on their end or their payment provider and I am the victim but I am being treated as if I stole from them.

Thanks,

Christopher C*****

Hi Nick.

I am going to give them a little bit more time, maybe a day, to figure this out and open my account and send me my money or I am going to dispute all of my transactions that went to them through my credit card.

I know this will have huge repercussions to their payment provider as they will probably end up blocking them as fraudulent in the future. But I feel like this is the next step.

They don't seem to be willing to open my account. They are too busy thanking the fake reviews that they post about their site.

This should have been a simple situation so it's evident that they have stolen my money, and if that's the case I need to inform my credit card to attempt to get my money and to make sure they don't allow any more transactions from that payment provider in the future. Hopefully by doing this Weiss will not be able to do this to someone else.

If there was a dispute of $1000 then they should have frozen the $1000 and still allowed me access to the rest while they complete their investigation.

Hi Nick.

I get a ridiculous answer from Weiss. They are essentially stealing from me and taking my winnings because they approved a deposit on their end that didn't go through.

Then I come to Casino Guru for help and I can't access the site with my ip address? Is this real? Are you getting paid by Weiss? This is super suspicious. Everyone around me can access your site but mine is blocked with my ID in the address bar. This is beyond suspicious.

If you are still interested in helping a player being completely ripped off by a casino I still need it.

I have all screenshots of all the deposits that they accepted and now they are saying that they will only be crediting me back my deposits and blocking my account permanently. I HAVE DONE NOTHING WRONG! I haven't tried to steal from them, this whole thing was a mistake on THEIR part. I even told them to take the $1000 back that shouldn't have been accepted but now they are confiscating my winnings!

I even explained to them that I attempted to make 3 deposits of $1000 each and only 2 really went through, so throughout my betting I never went under that $2000,so it wouldn't have mattered if I had that extra $1000. If I won using that $1000 only then I would understand, but I won that money with the other 2 deposits that went through.

Also we all know that if I had lost all of my money they wouldn't have voided all of my bets and gave me my money back so why can they void the bets now that I won?

I have a attached the screenshots of their email and my response. I should be sent $8709 usdt. Which is my full balance minus the $1000 deposit that didn't go through.

Honestly, this is pretty clear cut especially since I have all the proof and I hope that you see how they are screwing me. I have my doubts though since you have such a high rating for a site like this and as soon as I get this ridiculous reply from them I can't access you.. Hmmmm. We'll see.

If you are really an independent litigator then I know that you will do the right thing. They have no right to take my winnings. I wagered my own money to win that.

Christopher C***

Dear Сonfusingseeker,

Thank you for reaching out to us regarding your account status. We appreciate your patience as we reviewed your case.

Upon thorough investigation, we identified an issue with the processing of one of your deposits that required additional verification. We understand that such matters can be concerning, and we are committed to working with our players to reach fair resolutions.

While we understand this may be frustrating, resolving such matters takes time and cooperation from all parties involved. In light of the response received from the player, which included accusations and statements that put the review process at risk, we have conducted a thorough assessment of the situation. Given the impact of such statements on objective evaluation, we have determined that the most appropriate course of action is to proceed with a full refund of all deposits and the permanent closure of the account. This decision has been made in strict accordance with our established policies and procedures to uphold the fairness and transparency of our platform.

Please note that this decision is final and will not be reconsidered. If you require further information regarding the refund process, please contact our support team.

Best regards,

WEISS Team

Hello Weiss,

You are not the final say. You cannot just say that a decision is final and it is. You are not that powerful.

I want to make sure of what you are saying:

- a player makes a deposit

- Weiss makes a mistake and credits a third deposit by accident.

- a player wins with the other deposits that they made

- because of this "mistake" Weiss has the right to not pay winnings made from the other successful deposits?

If you tell me this is correct that's a great scam you have. You could do this with all your players and never have any risk. If they lose their deposits you win, if they win just credit their deposits back and close their account and not pay any winnings, sounds like a good scam to me.

You just wrote "uphold the fairness and transparency of our platform."

- Is it fair to not pay a player their legitimate winnings?

- for transparency purposes show me that actual details of this investigation with dates and amounts.

- for transparency purposes we can look back at the series of emails that I received and look for transparency, I will tell you all that we will see is generic responses.

You wrote "established policies and procedures", since you are so "transparent" how about showing me, and everyone else, these policies that state that you don't have to pay a player their legitimately won winnings.

You can't not pay me my winnings which were valid. You were unwilling to share any information about this "investigation", there was activity in my players account without my authorization.

When you make the decision to block my account and freeze my money with no real explanation, details or timelines the only explanation is theft. And now I see that I was right.

I have all the screenshots showing my balance, my deposits and my winnings. My balance including the deposit of $1000, that YOU messed up, was $9709usdt. That means that you owe me $8709usdt. A casino cannot just decide not to pay out winnings because they have an issue with THEIR payment provider.

As for the accusations that I made about you, all you had to do was answer my questions about the "investigation" with more than a series of copy and paste replies. But with all of that being said you are proving me right. You are attempting to literally steal my winnings.

I have made a decision, which will be final. Pay me the whole balance of $8709.

Thank you Confusingseeker for all the information provided. We believe that the casino should not confiscate all the winnings based on 1 uncredited deposit. If the player's balance did not fall under a specific limit (while deducting the 1000€), the winnings should be eligible.

I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Nick,

Thank you for your decision and support. I will wait for Branislav.

Thanks again,

Christopher

Hello,

I wanted to provide you an update.

They told me that they were only going to refund my deposits and they haven't even done that.

Of the 7 credit card deposits of $1000usdt they only sent me 6. And they sent me $69.25 usdt through Interac for a total of $6069.25 usdt.

Before they blocked my account and not counting the $1000 that shouldn't have been credited I had a balance of $8709.07 usdt. Which means that they still need to send me $2639.82 USDT.

Thanks for your help.

Christopher

Hello,

Just wanted provide you an update. They have now sent me that last $1000 that they said they were going to send me. They now owe me my winnings of $1639.83 USDT.

Thanks

Hello Branislav,

I am reaching out to see if there is any update. I have not heard from you since Nick said you would be reaching out. And it's been over 24 hours since the timer has expired.

Look forward to hearing from you.

Christopher

Greetings all,

I am sorry for the delay.

Dear Christopher,

I am sorry to hear about your unpleasant experience. From now on, I will assist you with the case.

From what I have read above, I think that the main issues here are your public complaint on casino.guru and your language and offensive statements against the casino at the time its internal investigation was not finished yet, so before submitting the complaint here, I think it was alright to just stay patient and wait for the results of their investigation. If a mistake had been on the casino's side or its payment provider's/processor's side, they would not have probably had a reason to not pay your disputed winnings in full, maybe deducting 1 payment of 1,000 from your winnings/balance.

Let's try to somehow rationally solve it together. However, although I understand your frustration and the lengthy process, I am now seriously asking you to avoid offensive language against the casino and stay patient until the casino provides us with more details regarding the matter. For the purpose of "starting from the beginning" and providing the casino with assurance that we can resolve the matter without using offensive language and words against the casino publicly, I will hide the previous posts in this thread and update the summary of the complaint accordingly. Otherwise, please note if you continue with the way of your communication after this warning, I will be forced to consider different next steps.

Thank you very much in advance for your patience and understanding!

Dear Weiss Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

What exactly happened there? Do I understand correctly the user's statements "finished" the casino's investigation prematurely, and therefore, the casino decided to refund his deposits instead of paying his balance/winnings in a standard way? If so, and I sincerely believe you understand that it may make people crazy if someone holds their money (especially significant amounts) without providing a justified reason or details for a long time - if the player accumulated his winnings from the processed/completed deposits that the casino received without issues, without breaching the casino's Terms and Conditions and the winnings are legitimate, would the casino be able and willing to reconsider its decision and pay the rest of the user's winnings?

Of course, if there was a breach or (for example) the refunded amount together is higher than the amount of the disputed funds, feel free to provide us with the necessary details and supporting evidence.

If needed, you can use my email address (branislav.b@casino.guru).

Thank you very much in advance for taking the time to re-examine the situation again despite all of the above.

Dear Branislav,

Thank you for your continued support and commitment to ensuring fair representation of both players and the platform.

We would like to inform you that a more detailed response from the WEISS Team will be sent to you directly via email. This letter will include all necessary details and clarifications regarding the case.

At this stage, we can confirm the following: although the user in question successfully completed several deposits, one transaction in the amount of $1,000 was flagged by our system for further verification in accordance with Section 12.16 of our Terms & Conditions: 

"12.16 If for any reason, WEI$$ incorrectly credits Your Member Account or Game account balance, it is Your responsibility to immediately notify WEI$$ of the error, and repay WEI$$ the incorrect balance."

Furthermore, under Section 7.3, WEISS is not able to fully eliminate the possibility of technical issues, and users are expected to report such occurrences should they persist.

"7.3 You agree that WEI$$ cannot prevent all potential and possible Technical Issues. If You face any Technical Issue while using the Website or the Games, please notify Our customer support via email at support@weiss.bet."

In this case, by registering on our platform, the user expressly accepted the Terms & Conditions governing all activities on the site. Subsequently, a deposit of $1,000 appeared on the user's account. However, the user was unable to confirm the legitimacy of this transaction, as no clarification or confirmation of the deposit was provided. Due to the user's failure to supply the necessary verification, this deposit is considered erroneous. Despite receiving the $1,000 deposit, the user continued to engage with the platform without notifying us of the issue. The user was duly informed of the requirement to provide clarification regarding the deposit, particularly if it was an error, but chose not to comply as stated in WEISS Terms and Conditions.

As outlined in Section 11.2, such conduct - particularly in cases where verification is pending - may result in the temporary suspension or permanent closure of the account, especially when the activity is considered potentially fraudulent or poses a risk to the integrity of the platform. A corresponding clause that addresses this matter is as follows:

"11.2 If WEI$$ suspects that you are engaged in illegal or fraudulent activities while using the Website or the Games, or are in breach of this Agreement, or if you are experiencing issues with creditors or otherwise posing a detriment to our business, we reserve the right to freeze or terminate your Member Account or cancel any stakes at our absolute discretion."

Additionally, subsequent actions taken by the user included allegations that impeded the proper course of our investigation. In accordance with Section 6.6, WEISS reserves the right to take appropriate measures in response to conduct that is deemed disruptive or inconsistent with the standards of respectful and cooperative engagement.The corresponding clause reads as follows:

"6.6 WEI$$ will not tolerate derogatory, abusive or violent behavior or statements that are threatening, vulgar, defamatory or otherwise offensive. Should You behave in any such manner towards WEI$$’s employees, (as determined in WEI$$’s sole opinion), WEI$$ reserves the right to suspend and/or close Your Member Account and stop all communication and/or replies from WEI$$, and/or take any further measures as may be deemed appropriate, including reporting to relevant local authorities and law enforcement agencies."

Following a thorough internal review - and taking into account both the failure to provide the requested verification and the behavior that compromised the investigation - we determined that the appropriate course of action was to issue a full refund of all successfully completed deposits and to proceed with the permanent deactivation of the user's account.

This decision was made in full compliance with our Terms & Conditions, and reflects our ongoing commitment to maintaining a secure, fair, and transparent platform environment.

We appreciate your understanding and patience throughout this process, and we welcome any further questions you may have.

Warm regards,

WEISS Team

Hello,

I have read the response from Weiss and I can play the terms and conditions game too.

The most important article that is in the Weiss Terms and Conditions, and the one that applies directly to this situation is laid out perfectly in article:

4.2 If WEI$$ by mistake credits Your Member Account with winnings that do not belong to You, whether due to a technical or human error or otherwise, the amount will remain the property of WEI$$ and the amount will be transferred from Your Member Account. If prior to WEI$$ becoming aware of the mistake You have withdrawn funds that do not belong to You, without prejudice to other remedies and actions that may be available by law or otherwise, the amount paid by mistake will constitute a debt owed by You to WEI$$. In the event of an incorrect crediting, You are obliged to notify WEI$$ immediately by email.

As you can see it clearly states the amount paid by mistake will have to be paid back. It says nothing about any other winnings. This clearly refers to the $1000 deposit that WEISS mistakenly credited to my account.

Weiss also perfectly refers to article:

12.16 If for any reason, WEI$$ incorrectly credits Your Member Account or Game account balance, it is Your responsibility to immediately notify WEI$$ of the error, and repay WEI$$ the incorrect balance.

Weiss incorrectly credited my account and they noticed before I did. Now that the error has been noticed we should follow their terms and conditions and I will repay Weiss the incorrect balance, the $1000, and they owe me the rest. Just as they have stated should be done in there terms. They have no right to withhold my winnings made with my other deposits.

They are insinuating that I knew or should have told them earlier about the mistake that "they" made, but I didn't know that they made this mistake. It is not like it said that the deposit failed on their site but the $1000 still showed up in the account, it said it was successful and I have screenshots to prove this. This also all happened in the matter of a few hours. I had no reason to question the approval of the deposit because Weiss will only credit my players account once they have received all the necessary approvals. This is laid out in article:

2.14. When using a credit or debit card for depositing funds, Your funds only clear when WEI$$ has received an irrevocable approval and authorization code. Should WEI$$ not receive such approval and code Your Member Account will not be credited with those funds.

After I placed the deposit order I received a message stating that the deposit was successful and the money was credited to my account, and based on their own terms and conditions there is absolutely no reason for me to question if it was successful or not, since they would not have credited my Weiss account if they hadn't have "received irrevocable approval and authorization code".

Therefore I was completely unaware that THEIR payment provider had made an error. 

See next response...

Continued

In Weiss' response they wrote some outrageous claims, almost as if I knew that they made a mistake, but as shown above I had no reason to question the validity of the approval.

They wrote:

"Despite receiving the $1,000 deposit, the user continued to engage with the platform without notifying us of the issue. (I didn't know there was an issue because according to Weiss' terms they received approval and I received a message from Weiss stating that everything was approved. And I didn't engage after they told me there was an issue) The user was duly informed of the requirement to provide clarification regarding the deposit, particularly if it was an error, but chose not to comply (I provided bank statements and screenshots showing the successful deposits. There is nothing that they asked for that I didn't provide and I would like to see otherwise. I even posted those emails and screenshots on this complaint. I am not hiding anything.)

It's very easy to make outlandish claims with no proof, so if they can please backup these statements because I can prove everything that I am saying.

They quoted article 11.2. Stating that I was engaging in fraudulent and illegal activity? Where does that come in here? Another outlandish statement. Please have them provide proof of these statements.

Their response also included

"Following a thorough internal review - and taking into account both the failure to provide the requested verification (what other verification was required? I was asked for bank statements and screenshots which I provided within hours. I don't have a bank statement showing a deposit that didn't go through) and the behavior that compromised the investigation" (what behaviour are they speaking about? Asking for answers because I thought they were stealing from me? Were their feelings hurt that they couldn't work through the pain to perform an investigation? This is the most absurd statement that I have read.)

This is real life and we are dealing with real money, my money, and if a company, a casino, can decide not to pay winnings because their feelings are hurt is absurd. And if it is deemed that this is a justifiable reason to not pay a player his money we will absolutely be looking at further conversations.

If you just take a step back and look at this situation as a whole this is very cut and dry. They made a mistake. They credited me $1000, I used my other deposits to win some money and now instead of just taking back the money that shouldn't have been credited, as they stated should be done in their terms and conditions, they also want my winnings? That is theft.

As I mentioned earlier, if this type of behaviour is allowed they could use this scam constantly. If I lost my other deposits they would keep my money and I would have to pay them the $1000, but since I won they just credit my deposits back? There is no risk for them, they could do this to all players accounts and not have to pay any winnings at all because of their "mistakes".

I am willing to not blast or bad talk Weiss all over websites like Casino guru, AskGamblers, Trustpilot among many other review sites if they pay me my winnings. But if they don't, and they are successful in stealing my winnings I will absolutely make it a mission of mine to ruin their reputation, because unlike them I have the proof. I don't know if this is the type of "language" you were speaking of, but I stand by everything that I say. When a company is attempting to literally steal from me I will do what it takes to get my money back or try and prevent others from being scammed. I hope Casino Guru is under the same mindset.

I am not asking for anything that isn't rightfully mine and I think we can all agree on that. They have not shown or proved any reason why my winnings should not be paid out.

I look forward to hearing from you,

Christopher C*******

Greetings all,

Thank you both for your replies, additional information, and emails. I am sorry for the delay.

Dear Christopher,

"I don't know if this is the type of "language" you were speaking of, but I stand by everything that I say."

Yes, that is exactly the language I was speaking of, and you were clearly warned that I will be forced to consider different next steps. To be honest, I was glad that after all your statements, the casino was able and willing to communicate with us and provided us with all the necessary details regarding the matter. Maybe only thanks to my previous approach, we could have achieved something here if you had not continued with the way of communication involving expressions such as "scam, stealing, theft..." - again. I asked you for something, and I was ready to help you under the given conditions/requirements for your further communication. You failed to comply with my request.

Anyway, I would like to ask you a few important questions now.

Do I understand correctly that later, there was also another mistakenly credited deposit to your casino account, and also, that at some point, during their investigation, you informed the casino that your payment provider would dispute all the deposits made to the casino, in other words - about chargebacks? If so, are you aware of the fact that it means a serious breach of the casino's Terms and Conditions, and it basically makes your winnings invalid?

Can you please let me know how, after all, you imagine we can further help you in resolving your issue?

Thank you.

Branislav,

If you go to a casino and you win with your approved deposits and the casino kicks you out without paying you your winnings, what would you call that? I call it theft. What do you call it? How else am I supposed to describe what has happened?

Can you please let me know how, after all, you imagine we can further help you in resolving your issue? How about because it supposedly what your site does. Help protect players who are clearly being stolen from. Instead of victim blaming how about we look at facts.

Your full response above does not address at all the fact that they have not paid my winnings. You are victim blaming. Look at the facts and try to take into consideration if I stole your paycheck would you want to be friendly with me?

Honestly if you are unwilling to help me because of my calling them out on their shady, dishonest and illegal tactics then you are just as culpable as they are. It's called "aiding and abetting" And I have screenshots of all that I have said and I will continue disputing this claim through different avenues. Maybe with a site or a dispute resolution company that realizes that they are dealing with adults and real money and not with pretend money where players should keep their mouth shut as they are being stolen from.

To answer your question: there was absolutely not another deposit that was incorrectly credited prior to me being blocked. There was some shady stuff that was going on AFTER I was blocked from their site. Honestly it looked like they were laundering money through my account. They blocked all access to my account on March 19th at 6:45am and there was a deposit in my account on March 22nd at 8:29am, when I couldn't access my account. So what were they doing? Sounds illegal to me.There shouldn't have been any activity whatsoever. You have the banking information and the transaction history screenshots from the website. Did you not look at it? Look at the info that I sent Nick. It clearly shows the deposits made prior to the account being blocked and the money coming out of my Visa. Anything they did after the account was blocked was all them, but that doesn't change the balance that I had prior the the block.

And yes I asked many, many times that my questions be answered and since they never did and at that point they never gave me any of my money back, I thought that I was going to be out my winnings AND my deposits, so I told them that I was considering reaching out to Visa to dispute the deposits, which I never disputed but I did get information on the process, I was exploring my options as it was looking more and more like they had stolen ALL my money. But instead they just stole my winnings. But all of the talk about disputing the claims could have been avoided if they would have answered simple questions. See my email I sent and see their response. Keep in mind at this point that they had over $8500 USD of mine.

If you are unwilling to assist me with this then you are just as guilty. I take the fact that you have such a high safety index for a site like this, and you immediately made this complaint private that you are in bed with this site. Why else would you care so much to keep this complaint private. This is suppose to be a site that a player can go and get real unbiased information about sites before putting their hard earned money into. People are supposed to trust this site. If you are promoting a site or telling players they can trust this site after they have stolen from me then you are an accomplice. Because it looks like you are trying to deny this claim based on language, because there is NO DENYING they have my winnings and they should be paying them to me.

This is the most clear cut example of abuse that I have ever seen. I have screenshots showing that THEY messed up and credited me $1000 extra, THAT I NEVER USED and this is an excuse to not pay ME? Are you really saying this is acceptable? Is this what you mean by "If we see players being treated unfairly or exploited by dishonest casinos, we step in and push those casinos to make things better"?

If you tell me that they don't have to pay me and you are telling me that this behaviour is allowed by a site against a player I will make sure that all of this correspondence and complaint makes it out through different channels and other dispute sites, maybe sites that actually care about players being stolen from.

So please decide how you want to be portrayed in this situation, because I assume that you are going to protect this site and not make this complaint public, so I will make sure that it becomes public elsewhere. Which will not look good for Weiss and will not look good for Casino Guru if you protect THEM. I have ALL THE PROOF. I shouldn't have to kiss the ass of a site so that they pay me MY MONEY.

So how about looking at the real facts and real screenshots and real information instead of reading into the language of a victim!

I still can't believe what I am reading from you and your stance so far on this case. You have glossed over clear theft and focusing on me calling the site out after they have literally stole my money?? Really??

I have given you all of the information, all of the proof, all of the terms and conditions that they have broken, all of the terms and conditions that state what should be done in this case, and instead of even addressing or commenting on this information you are focused on me using certain words?? Words that are not expletive, but are just descriptive english language words that describe perfectly what has happened.

You mention that you are happy that they are even willing to talk to us about this issue??? Is that the stance that you have taken? That although a company has clearly done something wrong that we need them to be happy to do anything? Do you think police just ask nicely for burglers to return money and if they don't or if their feelings are hurt they let them keep what they stole?

Again you asked how you think you can still help... how about by doing your job. How about by threatening them that there are repercussions to their actions. How about by not ignoring the facts and stop focusing on victim blaming.

"Maybe only thanks to my previous approach, we could have achieved something here if you had not continued with the way of communication involving expressions such as "scam, stealing, theft..." - again.". It sounds like you are searching for a big pat on the back here.. haha. Are you stating that if the casino doesn't like being called a thief that they can do whatever they want?? Are you saying that there are no repercussions if their feelings are hurt? Are you saying that they are justified to not pay me my winnings if they mistakenly credit me $1000 that I don't use?? Please answer these questions.

" Can you please let me know how, after all, you imagine we can further help you in resolving your issue?" by doing your job and letting them know that if they don't give me the money you will lower their safety index, by telling them that you will put a disclaimer on your site stating that they don't abide by rulings, that you will put a disclaimer on the site telling other players that they have unfair practices. There are many ways that they can be forced to do the right things or feel the repercussions. It's concerning that you are asking me how you should do your job.

I have given you everything that you need to see that they have stolen from me. The stance should be to TELL them to give me my money or there will be repercussions.

But instead, so far you are only focused on how amazing you are on getting them to talk to us, and how horrible I am for calling them out as what they are.

I have asked many questions in this response and last. Can you please not gloss over them and answer every single question. I have put the question marks in bold for your convenience.

If you think that I have not taken pictures and will not expose your responses of victim blaming then you are wrong. You have completely lost sight of the issue at hand.

The moment the counter hits zero, not days after the zero as it has been in your past responses, and I don't have a different type of response from you I will be emailing this complaint to your superiors and other sites. This behaviour on your part is appalling. 

Sincerely,

Christopher C******

Dear Christopher,

This is the casino's statement from its first post, even before I invited them to the thread and asked for more details.

"Please note that this decision is final and will not be reconsidered. If you require further information regarding the refund process, please contact our support team."

I sincerely believe you already understand why appropriate language toward the casino and casino.guru employees are needed.

Dear Weiss Casino Team,

Only one question for you.

Are you please OK with making this thread fully public (without disclosing sensitive information)? I am asking mainly due to the complainant's posts and statements.

Based on previous posts above, I believe you understand where this is going.

Thank you.

So, because they said it was final you are unwilling to discipline them by adjusting there safety index even though it is clear to everyone they have stolen from me?

Are you seriously asking the casino if it's ok if a complaint is allowed to go public? Haha

Watch for the email.

Dear Branislav,

We appreciate the diligent attention given to this matter.

As a transparent platform committed to responsible practices, WEISS fully supports Casino Guru’s initiative.

We have no objection to making this correspondence public, provided that any sensitive or confidential information is appropriately withheld.

Kind regards,

WEISS Team

Thank you very much, WEISS Team, for your confirmation and, after all, for your help and cooperation in resolving the matter.

Dear Christopher,

Although it would have been easier to end this in one sentence, I decided to provide an explanation in several points, clarifying the reasons behind my final decision regarding the case. In addition, I went through the whole thread very carefully and made it completely public (without sensitive details/screenshots disclosing your personal data) so you can easily share the link to the complaint with anyone you would like to, instead of spamming them with more than 20 screenshots of our posts, as I could have seen in your emails addressed to all my colleagues and/or superiors whose email addresses you found somewhere on our website. It will simplify your further actions, and random readers will also be able to make a complete picture of the process after reading all the posts and the explanation below. I will also try to answer all your questions.

• If casino.guru protected casinos, as you stated in your unfounded emails, this thread would have been closed/rejected a long ago; feel free to search for many cases closed as 'unresolved' with casinos having great safety indexes, which confirms exactly the opposite
• Earlier, I decided to hide the thread because the casino mentioned your response with accusations and statements that significantly influenced and basically ended their investigation prematurely (now it is clear that they meant mainly your email), leading to a full refund of your deposits and the permanent closure of the account; in addition, as I mentioned, the casino stated that its decision is final and will not be reconsidered, later referring also to a rule in its Terms and Conditions the casino can stop communication completely with a player under the given circumstances; anyway, they decided to cooperate, provide us with all the necessary details, and to refund your deposits in full
• You informed the casino about the chargeback of all deposits you made to the casino, which you also fully confirmed by one of your screenshots; it was not worded in a way that you were only considering it, as you tried to explain, but rather as the information you already took the necessary steps to start the process; if I was aware of this earlier, I would not have hid the thread at all before, because the purpose of doing it was only to start the discussion from the beginning, without inappropriate language and abusive way of communication (on your side), to assure the casino we can discuss and review the matter together professionally, calmly, politely - this seems to be impossible, and you failed to comply with my request regarding further communication
• Since the moment you informed the casino about chargebacks, knowing about possible consequences according to the content of your email addressed to the casino, you were no longer a victim in this case, and you basically decided about your winnings yourself
• Either providing misleading information during the complaint resolution process, or your inability to understand the casino's request and cooperate with the casino to resolve the matter -> you claimed you provided everything they asked you for; however, the casino (before their final decision was made) asked you for an original detailed bank statement/transaction confirmation (maybe a confirmation from your bank/payment provider would have been sufficient) of the deposit in question, but you provided them only with your bank account transaction history, from which it was impossible to find the necessary information/details out - later, you confirmed that the deposit in question was not deducted from your payment method; information about the deposits and account accessibility
• The casino did not have an option to confirm for sure you did not do it intentionally or on purpose, because it is very difficult to find out whether you were fully ware of the situation or not - there are many fraudsters in online casinos, using system deficiencies to gain an unfair advantage over casinos, abusing their systems/software, and casinos have to verify everything to be sure you told them the truth; they requested a more detailed document, you failed to provide it
• We are happy and glad if we can help players who are treated unfairly or exploited by dishonest casinos; however, as I mentioned, since the moment you informed the casino about chargebacks, it was not the case here anymore
• Although we help users resolve their issues under specific circumstances, we also require appropriate treatment; we are not obliged to accept the complainants' insults and inappropriate language or manner of communication; I strongly recommend you check our Terms of Use you accepted upon registration on casino.guru and/or submitting your complaint, especially point 2.4. and sections 3. and 4.
• I was patient and tolerated your statements even after my first warning, when I could have already closed the case, but I decided to proceed anyway; you were unable to continue the discussion in a normal and polite way, starting with abusive language directed also to me/casino.guru and our procedures, when the final decision was made - please see your last 2 extensive posts above
• Your last sentence in this thread and spam sent via email to my colleagues/superiors, threats, while the complaint was still open - the final decision was confirmed
• You basically decided on the decisions on the casino's side and casino.guru's side yourself -> informing the casino about chargebacks and threatening during their investigation, which was not finished at that point yet, and basically you did it after you submitted this complaint, causing a failure of the process; your way of communication and abusive language toward involved parties, despite warnings

Based on all the above stated, we are closing/rejecting this case without the option to reopen it. We fully understand and accept the casino's decision. The disputed amount was updated accordingly - the difference between the original disputed amount (minus the mistakenly credited deposit) and the successfully refunded deposits, as you confirmed.

If you are not satisfied with the complaint solution, I am unable to recommend steps for how to take it further, because the casino holds a license from a regulator which currently does not accept complaints from players.

I wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru