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With the other account that was closed because no documents were accepted I lost €1000 and I did not receive a refund because according to you there was no proof, with this one another €110 and again the game always gives a general error and after the return you always lose (you always get to 0)

Con l’altro account che mi è stato chiuso perché nessun documento veniva accettato ho perso 1000€ e non ho ricevuto rimborso perché secondo voi non c’erano prove,con questo altri 110 e di nuovo il gioco da sempre errore generale e dopo il rientro perdi sempre (arrivi sempre a 0)

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Are the technical errors you've been experiencing recorded in your gaming history? Are there any bets that have been unjustly deducted from your balance? If possible, please send me a screenshot of your gaming history.
• When exactly did the "general errors" occur, and on which game?
• Have you contacted the casino’s technical support regarding this issue? If so, could you please share their response?
• Did the casino explain why your previous account was closed and why your documents were not accepted? Have you created more than one account at this casino?

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

Veronika

Here are some screenshots

Ecco alcuni screenshot

Thank you for the screenshots. However, the pictures show only that you've been experiencing difficulties accessing the game. We cannot determine if any bets have been unjustly deducted from your account. Do you have any more evidence you could provide, for example, videos? If so, kindly forward it to me at [email protected]. I appreciate your cooperation.

I don't have any videos, but like last time, no proof is ever enough. As you can see in the screenshots, there are no winnings. Strangely, after each of those errors, it always brought me back to zero, so I deduce that there is no proof accepted by you. There is simply no refund or anything similar.

Non ho dei video,ma come l’altra volta nessuna prova e mai sufficiente,come si vede negli screenshot non ci sono vincite,stranamente dopo ognuno di quegli errori mi portava sempre a zero quindi deduco che non esistano prove accettate da voi,semplicemente non esiste rimborso o cose simili

Hello,

Thank you for your reply. Unfortunately, the images you provided only show that you encountered technical errors during gameplay, but they don’t demonstrate that your balance was incorrectly adjusted or that any bets were unfairly deducted.

Without such proof (e.g., video evidence, account history, or a casino acknowledgment of an error), we are unable to proceed with this complaint further.

Please note that Casino Guru can only intervene when there’s verifiable evidence of a specific issue affecting a player’s balance or when a casino fails to respond or act appropriately. Since we haven’t received such proof in this case, I will have to reject your complaint.

Thank you for your understanding.

Best regards

Veronika