Casoola Casino - Spelaren fick sitt konto blockerat.

Hi, I deposited SEK 500 5/5 at casoola casino via trustly verified with bankid and as soon as the money was deducted from my account, a message came up that my account is locked at my own request from another sister company to casoola casino. Then I can not play at all their sites but I did not know. I want my SEK 500 back. They do not answer the specified phone number and lack chat. How could they first deduct SEK 500 and then tell me that I am blocked from another of their sites. Have emailed them and also attached ID documents and proof of address as well as screenshots of bank statements. SINCERELY

Hej jag satte in 500kr 5/5 på casoola casino via trustly verifierad med bankid och så fort pengarna avdragits från mitt konto så kom det upp ett meddelande att mitt konto är låst på min eget begäran från en annan systerbolag till casoola casino. Då får jag inte spela hos alla deras sajter men det visste jag inte. Jag vill ha tillbaka mina 500kr. De svarar ej på den angivna telefon nummret och saknar chat. Hur kunde de först dra av 500kr och sedan tala om för mig att jag är spärrat från en annan utav deras sajter. Har mejlat de och även bifogat id handlingar och adressbevis samt screenshot på kontoutdrag. MVH

Dear kuttabilla,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this was your first deposit ever made at this casino?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here)?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina. I have further promoted both of me to you. These are emails on documents that I sent to them only after they responded incompletely to my email about getting my money back that they withdrew from my account and then keep that money. It is an amount of SEK 500 to casoola casino.

Hej Kristina. Jag har vidare befodrat mina bägge mej till dig. Det är mejl på document som jag skickade till de först efter att de svarat ofullständigt på mitt mejl om att få tillbaka mina pengar som de drog från mitt konto och sedan behåll dessa pengarna. Det är ett belopp på 500kr till casoola casino.

Thank you very much kuttabilla for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello kuttabilla,

I looked at your complaint and will do my best to help you. I would like to invite Casoola Casino into this conversation. Casino, can you please specify why did you close the player’s account?

Hi, William. Both of my complaints are resolved now. They have paid back my money SEK 500 + SEK 400. Thank you at Casino Guru. Without your help, I would never have gotten my money back. They did not even respond to my emails other than automatic email responses. Today they were quick to both answer and return all my money when I wrote to them that Casino Guru is now involved. What power you have. I would like to take down all the stars from the sky and give them to you. It is not about small money of SEK 500 + SEK 400, but the principle and how they treat their players who are powerless.

Hej Viliam. Bägge mina klagomål är lösta nu. De har betalt tillbaka mina pengarna 500kr + 400kr. Tack snälla ni på Casino Guru. Utan ers hjälp så hade jag aldrig fått tillbaka mina pengarna. De svarade inte ens på mina mail förutom automatisk mail svar. Idag var de snabba med att både svara och lämna tillbaka alla mina pengar då Jag skrivit till de att Casino Guru nu är inblandat. Vilket makt ni har. Jag skulle vilja plocka ner alla stjärnor från himlen och ge de till er. Det handlar inte om små pengar på 500kr + 400kr, utan principen och hur de behandlar sina spelarna som är maktlösa. 

Dear kuttabilla,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru