I'm really sorry for that, and I will try to remind him to look at it.
I hope it'll help somehow. But if the evidence is really strong, unfortunately there will be nothing much he can do.
Have you tried the licensing authority, perhaps? Maybe they will be able to help you out. 🤔
I have already contacted the regulator in Curacao long ago and they didn't even respond at all.. They even write on there website that they don't handle any complaints..
I don't know how good the evidence can be. I used VPN (which is allowed on the Casino) so there were IP matches apparently + the mobile number match and for that I have absolutely no clue how that should have happened.. I have already asked Peter if the Account that used my phone number was one of those who used the same VPN provider but it all stinks.. I feel like the Casino will just send any cropped evidence to not pay their customers abnormal winnings..
Hello,
Sadly, the situation regarding the licenses and associated player complaint handling services has changed, so I believe it will take some time to assort things up on Curacao.
Perhaps it won't be of much use to you, but I'd like to reassure you that if the evidence weren't strong enough, we wouldn't dismiss the complaint as unjustified.
May I know whether in this casino you need to verify your phone number? The way I see it, this was the breaking point.
Hello, as far as I remember I never had to verify the number but I am ready to do so anytime. I can guarantee you that if another account used my phone number he never verified the number as it is an exclusive number to which only I have access to.
Hi!
This was merely my idea too. in some casinos, the phone number needs to be verified upon adding it to the account. Frankly, I do not know how it works in Rolletto, so I can't tell whether it is somehow worth mentioning or not. 🙁
No it doesn't need to be verified when added to the account, so someone really could have simply entered my number into his account in theory without any problem. But my initial thoughts were that Rolletto must have manipulated the evidence because of multiple reasons.
First they never brought up the number as evidence after many weeks or even months of active complaint and only when Casino Guru told us they will insist on me receiving my winnings because the evidence the Casino provided wasn't enough they found the groundbreaking evidence of same phone number.. Also I think it's quite unlikely that someone would use my phone number on accident but you never know. I'm still waiting for Peter to reply if the account that used my number was one of those with the same VPN. But Peter made it clear to me that Casino Guru will never assume that evidence is manipulated which sucks in my opinion because Casinos can just send what they want to not pay..
I just think that even if the evidence is real it is no reason to not give me my winnings. I can prove entered 100% correct information. If another account did not he should not be paid I agree, but I entered my correct number and I can prove it. It is just so unfair to me..
Hello.
I just thought that knowing if you had to verify your phone number before the issue arose would be a constrictive detail. This is particularly relevant given that you mentioned it as the tipping point. Could you please provide an answer to this question? As I said, I do not know how it works with phone number verification in this specific casino.
To me, it makes sense that the previously discovered IP match was not enough for us to agree with the casino's approach. However, sharing the same phone number and IP address is quite unusual. I imagine my next question will be quite weird, but does anyone in your household share the same connection and is aware of your casino Rolletto activity, perhaps?
I won't speculate whether the casino has or has not manipulated your personal data, because I have no grounds to oppose the casino's statement. Something like that can be taken into consideration when the casino's story lacks logic and is generally weak. Generarly speaking, the same goes for player stories, of course.
I understand it is not an ideal situation; actually, we would very much like to have a joyful end too.
Hello.
So about the mobile number: I never had to verify it in any way. I just entered it but the only thing that was verified was my email and my personal data.
The other people in my household are not interested in online Casinos at all. Also, everyone in my Family knows about what happened but I only told them after the Casino refused to pay me. So as much as I hope that the issue comes from someone I know I can count that out for sure. Also, as I understood it it was already checked with Peter that the matched IP came from the VPN I used (I sent him Screenshots of my VPN Account).
Hello!
To be honest, I was hoping we could use the verified phone number as a valid justification for the reopen request. I have to say I did not see the evidence, but I was hoping the casino at some point would verify the phone number. This could have served as a convenient basis for an additional inquiry, I would like to think. In any case, I will ask Peter for details; this is the least I can do.
Unfortunatley the never sked me to verify it. I am ready to proof I am the owner of the number anytime. Thank you for your help!
Although ownership is not an issue, I appreciate your willingness!
Regrettably, I received confirmation that the IP and number matches were not the only ones. Same bonuses were taken, and also the account history showed the same activities. This is difficult to dispute.
I fear I am unable to come up with something we could use to defend your version right now.
I only used the one bonus I scored the winnings with (I only made one deposit). It was the standard deposit bonus that every player gets at that Casino, I didn't have to request it or activate it it was on my profile automatically when I deposited so I think almost every paly will have used this bonus. What do mean with same activities did the other account play the same games that I did or what?
Hello,
This is basically all I've gathered, so I have no other answers for you, and I doubt I will ever have more since I'm not the complaint mediator. As far as I understand, you and Peter have been in quite intense email communication; hence, he is the best source of answers. I would say he has already told you everything.
I apologize, but I do not think there is much more I can do than what has already been explained to you, in part because I am not in a position to look into the specifics. Even so, it seems to me that I am unable to offer anything that Peter has not already offered.
Hello,
everything still makes no sense! I did nothing wrong, they refuse to pay me and you still don't lower their score that's the facts..
No, I had no intense mail communication with Peter as he almost always took multiple weeks to respond my immediate answer (it has been like this since the beginning). Like this barely a few mails were possible. Almost all my knowledge of the case consists of the answers in the complaint. In his last mail two weeks ago only one part of my three evidences was adressed the rest was ignored. He just said they have no reason to think the Casino manipulates evidence. Since then I am still waiting for the next reply. He has never offered me anything.
At this point I have communicated more with you than with him.
Hello,
I understand your feelings, but since the final verdict supported the casino's point of view, not yours, there will be no punishment for the casino. Casinos are only awarded the blackpoints if they act against fair gambling principles. Sadly, in your case we had not enough proovs to ignore the casino's proovs and arguments.
I would like to say I was told the communication with you was extensive. Well, I'd like to keep talking to you, but I reached my limits, it seems. I can't, for instance, speculate whether the casino somehow forged evidence I have never seen. It must be hard to deal with; I understand that. Unless you come up with something we can prove, I fear this is the end, however. Reopening the complaint is easy, but what should we say to the casino representative? "You know, the player is perfectly sure you have manipulated the evidence. So, could you kindly prove that you have not?" Well, that's the weak side, I'd say.
Hello,
I understand you, but in my view I am trying to proof that I did nothing wrong and this is Impossible as long as Peter doesn't respond to my questions. For instance, Peter told me in his last response (on November 22) that both of the Accounts were created in June. My account in reality was created on July 6. Maybe he confused the months, but for me it would be important to know if the other account was opened before or after me. If before me, I could have evidence that the Casino by sending a Document from my mobile provider that proofs the date this phone number was created.
If the other account was created after me I can argue with logic. Would someone really open a new account at the same Casino AFTER hitting the biggest win of his life without even waiting for it to be payed out? Using the same phone number at the other account? Is that really the story the Casino is telling?
Well I can't be sure because I am waiting every day for a response from Peter. I don't even know for sure if it was the same account that used my VPN and number, but from what you have said it seems like it.
I am sure that this complaint is more work for you than an average complaint and I understand that someone would call it "extensive communication" but 99% of this communication can be seen in the complaint and in this thread, outside of that there were I think 2 answers from Peter per mail.
Maybe he is on vacation still and also I am not in a position to demand anything of you but it could make a real difference if someone would answer my questions (I mean from the complaint team, you are awesome Radka). Without that it is simply Impossible to proof anything and everyone should know that. How should I proof something I have so few information about?
If Peter is unavailable maybe someone else could adress my questions and evidence.
I understand your thoughts too. Do you think you can use this complex overview to submit another reopen request? I imagine I probably sound pretty dumb to you, but the thing is, that reopening request should be addressed by someone else than the previous mediator. It is not my intention to disagree with the closure or Peter's insights, because my opinion is mostly based on our conversation here, but I would love to see you less stressed about the events surrounding the proofs.
Frankly, in many cases, the mediator is forbidden from sharing the casino's internal system data with the player, which may also result in a complicated understanding of the proof's validity and also, at the same time, reduce the range for deeper explanation quite a bit
Well, I'm sorry I'm unable to come up with something more solid to fill the logical gaps. This uncertainty must be extremely annoying!
Well the problem is I don't have the option anymore to request reopening of the complaint. Perhaps that is because I already requested that right at the beginning. Then I sent proof to Peter after which he reopened it only to close it again later after the thing with the phone number came up. The only two ways of communication with CasinoGuru I tried were therefore email to Peter and this thread. Do you maybe have another idea how/who I can contact? Should I maybe simply write to another complaint specialist?
Based on what you wrote, I do not believe there is a way to get back to the complaint anymore. I have no other option I would dare to suggest to you.
While I was digging through details, though I also found an IP match with another player from Germany with a Casino Guru account, for instance. Are you sure no one else uses the same internet connection or VPN app, please?
Well from my family 100% not. If anything it would be a not so close friend but it's Impossible the person would have used my phone number.
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
