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I was playing at the casino normally and I won €100 playing fruit machines and live blackjack. I played for how many hours and I won a total of €4,000. I withdraw it and suddenly they close my account for a day and the next day they confiscate it saying I violated the terms and conditions while I had simply put my money in. I spent €500 out of my own pocket to win and they robbed me. I have photos of the rest, as well as my withdrawals and their live chat response saying well I violated the terms! FAR FROM THIEVES THEY ALSO HAVE A GREEK LICENSE A JOY YOU ATE MY 500 EUROS WHEN I WON YOU ATE IT ALL AFTER THIEVES

Καθως επαιζα στο καζινο κανονικοτατα και κερδισα απο 100€ παιζοντας φρουτακια και live blackjack επαιζα ποσες ωρες και κερδισα συνολο 4.000€ τα κανω αναληψη και ξαφνικα μ κλεινουν για μια μερα το λογαριασμο και την επομενη μερα τα κατασχουν κεγοντας παραβιασα ορους και προυποθεσεις ενω εγω απλα ειχα βαλει τα κεφτα μου ξοδεψα 500€ απο την τσεπη μου να κερδισω και εκεινοι με εκλεψαν εχω φωτογραφιες απο το υπολοιπο κου και απο τις ανακηψεις μου και την απαντηση του live chat τους που λενε κ καλα παραβιασα ορους! ΜΑΚΡΙΑ ΑΠΟ ΤΟΥΣ ΚΛΕΦΤΕΣ ΕΧΟΥΝ ΚΑΙ ΕΛΛΗΝΙΚΗ ΑΔΕΙΑ ΜΙΑ ΧΑΡΑ ΦΑΓΑΤΕ ΤΑ 500 μου ευρω οταν κερδισα τα φαγατε ολα μετα ΚΛΕΦΤΕΣ

Dear Fraglife,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When did you create your casino account and when was it closed?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

On March 16th, my account was opened and I passed the normal identification process before I won the €4,000 that I had been playing for 17 hours to win at blackjack and fruit machines with purchases... no, there were no bonuses, it even seems like the amount is withdrawable! and they simply confiscated it without any notification or email to me!

στις 16 μαρτιου ανοιξε ο λογαριασμος μου και περασα κανονικα ταυτοποιηση πρωτου κερδισω τα 4.000€ τα οποια επαιζα 17ωρες να κερδισω σε μπλακτζακ και φρουτακια με αγοραστα..οχι δεν υπηρχε κανενα μπονους φαινεται κιολας οτι το ποσο ειναι αναληψιμο! και απλα χωρις καμια ειδοποιηση η email μου τα κατεσχεσαν!

Dear Fraglife,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. As the casino doesn't want to cooperate with us with the resolution of complaints, I recommend you contact eCOGRA - an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/#!) and submit a complaint to them. I believe you will have a better chance to resolve your issue with their help.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Kristina