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Hello, I am experiencing a problem with the casino. I deposited 20€ and received a 100% welcome bonus. Suddenly, while I was playing, the balance of my casino account dropped from 313€ to 98.80€ without any action from my side. I spoke with the chat support and they told me that there is no update from the responsible department to give me an answer. I am also providing a photo with the history of the balance

Γεια σας αντιμετωπίζω πρόβλημα με το καζίνο. Εκανα κατάθεση 20€ και πήρα το μπόνους καλωσορίσματος 100% ξαφνικά εκει που έπαιζα είχα στο υπόλοιπο του λογαριασμου στο καζίνο 313€ και χωρίς να κανω τίποτα μειώθηκε στα 98,80€ μίλησα με το chat και μου λένε ότι δεν υπαρχει καμία ενημέρωση απο το αρμόδιο τμήμα για να μου δώσουν κάποια απαντηση παραθέτω και φωτογραφία με το ιστορικό υπόλοιπου

Dear Kouratzina,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered with the online casino.

To better understand the situation and assist you effectively, could you please provide us with some additional information? Specifically, we'd like to know:

• Did you receive any explanation or notification from the casino regarding the reason for the decrease in your balance?
• Have you ever mentioned any intentions to close your casino account or applied for self-exclusion?

Additionally, if you have any other relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru for our reference.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have not received any explanation from the casino yet nor have I ever mentioned any intentions to close my account or self-ban

Δεν εχω λάβει καμία εξήγηση ακόμη απο το καζινο ούτε εχω αναφέρει ποτέ προθέσεις να κλείσω το λογαριασμό μου η να κανω αυτοαποκλεισμο

Hi Kouratzina,

• Can you please inform us if you continued playing after experiencing the sudden decrease in your active balance?
• Did you reach out to the casino immediately following the incident?
• What is your current active balance?
• If there is any pertinent communication between you and the casino, please send it to petronela.k@casino.guru.

Thank you.

Dear Kouratzina,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.