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Título: Injust account closure and confiscation of accumulated Rakeback/Cashback.

​Texto:

​"My account was suspended by a support agent named Tainá immediately after I complained about a sudden change in the Rakeback/Cashback system. The casino changed the reward from real money to 'points' without prior notice.

​As shown in my screenshots, their own website still advertises Rakeback percentages for the 'Gold' level without stating they are points. I have accumulated approximately €400 (€200 cashback + €200 rakeback) that the casino is now refusing to pay in cash.

​The support agent admitted the system 'changed recently' but instead of solving the issue, she closed my account as a retaliation for mentioning my consumer rights. I demand the reopening of my account and the payment of my earned rewards in cash, as advertised when I made my deposits." En JOKABET.COM

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Dear Mrc3,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Could you please attach a link to the casino in question?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hi. First, I'm Gold 2 level, not Bronze. I've played slots. Never live or sports betting.

Hola. Primero soy nivel oro 2 no bronce. Luego jugue a tragamonedas. Nunca en vivo o deporte

I've already cashed out from the casino many times. I'm attaching a screenshot, and now I'm also getting a message about being demoted when my account is inactive.

Si ya he cobrado muchas veces del casino. Les paso captura y encima ahora del mensaje que me sale para bajarme de rango cuando esta inactiva.

https://6-jokabet19.com/es?__referer=https%3A%2F%2Fwww.google.com%2F

They offered me less than 50 percent a few days ago, but they're not responding anymore.

Me ofrecen menos del 50 x cien hace unos días pero ya no responden más

Dear Mrc3,

Thank you for your response. I would greatly appreciate it if you could share any communications you have had with the casino regarding this matter. You can reach me via email at attila.g@casino.guru, or feel free to post screenshots here.

Furthermore, could you kindly confirm whether there were any real money funds remaining in your account at the time you lost access?

Additionally, I would appreciate it if you could clarify what you meant in your last reply.

Thank you for your understanding and cooperation.

Hi, I finally accepted the offer even though I lost more than 50% of my money, but they've been like this for a week without responding no matter how much I write to them.

Hola acepte finalmente la oferta aunque pierda más del 50 x cien real pero llevan así una semana sin dar respuesta por mucho que les escriba.

They tell me that because they closed my account, I lost the weekly rebate of €2400 at 4% that I was entitled to, and the monthly rebate of over €2800 at 4% as well. What should I do?

me dicen k por ellos cerrarme la cuenta perdí los reback semanal de 2400 euros al 4 x cien que me correspondía y el del mes de mas de 2800 euros al 4 x cien. Que hago?

They won't give it to me, they haven't honored the agreement. I accepted coins instead of cash, as they advertised, and now they still won't give them to me when we agreed on that. It's infuriating. I'm going to report them to the gaming committee because they're taking advantage of everyone else. It's a rakeback of 2400 euros and another one this month of over 2800. They're scammers, and on top of that, they reach an agreement and then don't honor it.

No me lo can a dar no han cumplido el trato acepte en vez de dinero como ponen en monedas y ahira tpc m los dan cusndo quedamos en eso es desesperante voy a denunciarlos al comité de juegos xk se ríen de los demas es un rakeback de 2400 euros y otro del mes de mas de 2800 son unos timadores y encima llegan a un acuerdo y tpc lo cumplen

Dear Mrc3,

Thank you for your response.

We regret to inform you that we are unable to compel casinos to provide you with loyalty rewards. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

I apologize for not being able to provide more assistance in resolving this case. Please let me know if there is anything else I can assist you with, or if this complaint may be closed.

Thank you for your understanding.

Attila

It's not fair that just 7 hours before I was due to receive 400 euros, they suspended my account and I lost everything just for telling them that what they had written down wasn't what they were telling me.

No es justo que justo 7 horas antes de tener que recibir 400 euros me suspendan la cuenta y pierda todo solo por decirles que lo que tenían escrito no era lo que estaban diciendome

Dear Mrc3, thank you for your response. Now that you have regained access to your account, have you received any explanation from the casino regarding the reasons for the suspension?Additionally, could you please provide any evidence of the agreement between yourself and the casino?

Thank you for your cooperation.

Dear Mrc3,

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.

Hello, they left me with more than 200 euros, saying that because the store was closed, the refunds were lost.

Hola me dejaron a deber mas de 200 euros diciendo que al estar cerrada cusndo tenían que darme los reback se pierden

Hello, last Thursday I inquired about my weekly and monthly rakeback, which was due already. Now I'm asking again and they're telling me it will take 15 days. I'm tired of them constantly delaying the date every time I ask, just to avoid giving me the coins. And since they don't specify how much or how they calculate it, they only give me a pittance of the weekly and monthly rakeback I was supposed to receive. They clearly stated that I was due to receive them between February 27th and yesterday, the 12th. Today I deposited over €1500 and received nothing. They're liars. I'm going to escalate the complaints because it's always the same.

Hola el jueves pasado pregunté por mis reback semanal y mensual me tocaban ya, ahira pregunto y me dicen que dentro de 15 días. Estoy cansada de que nos tomen cada vez que preguntas alargan las fechas para no dar las monedas que encima como.no pone cuantas ni como calculan no dan mas que una basura comprada a lo que tenían que dar de rakeback semanal y mensual. Me ponen claro que del 27 de febrero a ayer 12 me tocaba recibirlas hoy metí mas de 1500 euros y no recibí nada son unos mentiros voy a escalar mas las denuncias porque siempre igual.

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Dear Mrc3,

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.

Hello. What is the question you need answered? Thank you.

Hola. Cual es la pregunta a contestar? Gracias

Dear Mrc3, thank you for your response. Now that you have regained access to your account, have you received any explanation from the casino regarding the reasons for the suspension? Additionally, could you please provide any evidence of the agreement between yourself and the casino?

Thank you for your cooperation.

Dear Mrc3,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru