Roman Casino - Os ganhos do jogador foram confiscados.

Today, Roman Casino confiscated all the money I won in the Power of Zeus game... 7,500 euros... They told me there was a technical problem with the game and that all the money won from it had to be confiscated. I am extremely angry and very disappointed!!! I played for hours to win that money... Please, help me... what should I do? I don't know what to do... they told me they won't give me back the money... Is that even possible?? Why are they doing this to us??

Σήμερα η Roman casino μου κατασχεσε όλα τα χρήματα που κέρδισα στο παιχνίδι Power of Zeus... 7.500 ευρω... μου είπαν ότι υπήρχε τεχνικό πρόβλημα με το παιχνίδι και πως όλα τα χρήματα που κερδηθηκαν από αυτό,έπρεπε να κατασχεθουν... Είμαι τρομερά εκνευρισμένη,Εχω τεράστιο θυμό και απογοήτευση!!! Έπαιζα πόσες ώρες μέχρι να τα κερδίσω.... Σας παρακαλώ βοηθήστε με..πως να κινηθώ???? Δε ξέρω τι να κάνω...μου είπαν Ότι δε θα μου τα δώσουν πίσω τα χρήματα...Είναι δυνατόν??? Γιατί μας το κάνουν αυτό???

Dear anmaria87,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roman Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino cite any rules that were broken or applied in this situation?
• Have you played the game with the help of bonus money? (A promotion was active on your account or not?)
• Could you please share your communication with the casino explaining its decision? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good evening!! I entered the casino at 4 o'clock in the morning, I deposited 20 euros, I got a 20 euro bonus, I entered the game Power of Zeus and at some point I got a notification that the bonus money was wagered, then it was transferred to my account in real money... I continued to play and from bet 0.20 I reached 9 o'clock in the morning bet 40 euro.. as I increased the bet, it gave me the corresponding profits... I reached 9000 euro but then I played an alco game and lost some money.. I had a total of 7.500. the next day I requested a withdrawal of 1500 euros and the process started...everything was going well and the identification was also done...everything so far perfect! A day goes by and I go in to make the second withdrawal and the process started fine and good with the withdrawal..I had two withdrawals processed...after two hours I come back in and the money was gone...I immediately message service and after they looked it up I told me exactly that the money was confiscated due to a technical problem in the specific game which generated a lot of profits..so the money did not belong to me based on the terms of the company that in case of a technical problem if money is wrongly credited, it is returned to the company. ..I played for 5 hours.. he didn't give it to me immediately.. so what they say doesn't apply.. I've sent them endless messages and they stand by their decision!! I told them I won!! I don't care if there was a technical error..also how can they prove that they are telling the truth?? They made the decision without even notifying me and without any compensation for all the mental suffering...I will send you screenshot below with conversations with the contact when they told me, with my earnings and with their final decision.. Unacceptable company and of course I don't believe anything.. I don't care if there was a technical error.. let them solve it and not let anyone play... I asked them the following: if I had lost 9000 to you, would you return it??? Of course I didn't get an answer.. So the technical errors only exist when we earn large sums that as a company obviously cannot cope with!!!!

Καλησπέρα σας!! Μπήκα στο καζίνο 4 η ώρα το πρωί,κατέθεσα 20 ευρώ,πήρα 20 ευρώ μπονους,μπήκα στο παιχνίδι Power of Zeus και κάποια στιγμή μου έβγαλε ειδοποίηση πως τα χρήματα μπονους στοιχηματιστηκαν,οπότε μεταφέρθηκαν στον λογαριασμό μου σε πραγματικά χρήματα...συνέχισα να παίζω και από bet 0.20 έφτασα 9 η ώρα το πρωί bet 40 euro..όσο ανέβαζα το bet,μου έδινε τα ανάλογα κέρδη... έφτασα 9000 ευρώ αλλά επαιξα μετά σε αλκο παιχνίδι κ έχασα κάποια χρήματα..ειχα συνολο μετα 7.500 .την επόμενη μέρα ζήτησα ανάληψη 1500 ευρώ και ξεκίνησε η διαδικασία...όλα πήγαιναν μια χαρά και έγινε και η ταυτοποιηση..όλα μέχρι στιγμής τέλεια! Περνάει μια μέρα και μπαίνω να κάνω τη δεύτερη ανάληψη και ξεκίνησε η διαδικασία μια χαρά και σαυτη την ανάληψη.. είχα δύο αναληψεις σε επεξεργασία...μετά από δύο ώρες ξανά μπαίνω και τα χρήματα είχαν εξαφανιστεί...στέλνω αμέσως μήνυμα στην εξυπηρέτηση και αφού το έψαξαν μου είπα ακριβώς ότι τα χρήματα κατασχέθηκαν εξαιτίας ενός τεχνικού προβλήματος στο συγκεκριμένο παιχνίδι το οποίο δημιουργούσε πολλά κέρδη..οπότε δε μου ανήκαν τα χρήματα βάση των όρων της εταιρείας ότι σε περίπτωση τεχνικού προβλήματος αν πιστωθουν χρήματα κατα λαθος,επιστρεφονται στην εταιρεία...εγώ επαιζα 5 ώρες.. δε μου τα έδωσε αμεσως..οπότε δεν ισχυει αυτό που λένε.. τους έχω στείλει άπειρα μηνύματα και είναι κάθετοι στην απόφαση τους!! Τους είπα ότι εγώ κερδισα!! Δε με ενδιαφέρει αν υπηρχε τεχνικο λάθος..επίσης πως μπορούν να αποδείξουν ότι λένε αλήθεια?? Πήραν την απόφαση χωρίς καν να με ειδοποιήσουν και χωρίς καμία αποζημιωση για όλη τη ψυχική ταλαιπωρία...θα σας στείλω παρακάτω screenshot με συνομιλίες με την επικοινωνία όταν μου το ανακοίνωσαν,με τα κέρδη μου και με τη τελική τους απόφαση.. Απαράδεκτη εταιρεία και φυσικά δε πιστεύω τίποτα.. δε με ενδιαφέρει αν υπηρχε τεχνικο λάθος.. ας το ελυναν κ να μην άφηναν κανέναν να παίξει...εγώ τους ρώτησα το εξής:αν εγώ είχα χάσει 9000 σε εσάς,θα μου τα επιστρεφατε??? Φυσικά και δε πήρα απάντηση.. Άρα τα τεχνικα λάθη υπάρχουν μόνο όταν κερδίζουμε μεγάλα ποσά που σαν εταιρεία προφανώς και δε μπορεί να ανταπεξέλθει!!!!

I should also add that I could not have won money, not even a single euro.. I played for so many hours... that is, they tell us indirectly That they set the computer to lose!!! Why did they confiscate my entire amount!!!! They didn't leave me a single euro... And I say again... it's impossible that I wouldn't have earned so many hours because I was going step by step... I mean, the technical problems are only when it's not in their interest and when they have to pay large amounts!! I told them shut it down and be quiet since you can't handle it!!! I have lost a lot of money in such companies...me who will give it back to me??? What technical problem should I invoke in order to confiscate my money that went fraudulently???? So we come to the conclusion first that the terms of the companies are purely in their own interest and how they set up the games in such a way that most people lose... if you think about it, they are... as long as they don't give me the money I won and they invoked a technical error, but after I won, in essence they are telling us that the computer accidentally gave a lot of profits because we did not set something correctly... Predators and Scammers!!! I wish the stupid company will be shut down..I hope to get my money back because I earned it with my worth and it was very unfair what happened!!!

Επίσης να προσθέσω Ότι δεν μπορεί να μη κερδιζα χρήματα ούτε ένα ευρώ.. επαιζα τόσες ώρες...δηλαδή αυτοί μας λένε έμμεσα Ότι ρυθμιζουν τον υπολογιστή να χάνουμε!!! Γιατί μου κατεσχεσαν όλο το ποσό!!!! Δε μου άφησαν ούτε ευρώ... Κ ξανά λέω.. αποκλείεται να μη κερδιζα τόσες ώρες γιατί το πήγαινα βήμα βήμα... Δηλαδή τα τεχνικα προβλήματα είναι μόνο όταν δεν συμφέρουν αυτούς και όταν πρέπει να δώσουν μεγάλα ποσά!! Εγώ τους είπα κλείστε το να ησυχάστε αφού δε μπορείτε να ανταπεξελθετε!!! Έχω χάσει πολλά χρήματα σε τέτοιες εταιρείες...εμένα ποιος θα μου τα δώσει πίσω??? Ποιο τεχνικο προβλημα να επικαλεστώ για να τους κατασχεσω κι εγώ τα χρήματα μου που πήγαν απατα???? Άρα καταλήγουμε στο συμπέρασμα πρώτον ότι οι οροι των εταιρειών, είναι καθαρά προς το συμφέρον τους και πως ρυθμίζουν τα παιχνίδια με τέτοιο τρόπο ώστε οι περισσότεροι να χάνουν... άμα το σκεφτείτε,έτσι είναι...εφόσον δε μου δίνουν τα χρήματα που κέρδισα και επικαλεστηκαν τεχνικο λάθος,αφού κερδισα όμως,στην ουσία αυτό μας λένε ότι ο υπολογιστής έδωσε κατά λάθος πολλά κέρδη γιατί κάτι δε ρυθμισαμε σωστά... Αρπακτικά και Απατεώνες!!! Εύχομαι να κλείσει η κωλο εταιρεία..Ελπίζω να πάρω τα χρήματα μου πίσω γιατί τα κερδισα με την αξία μου και ήτα πολύ άδικο αυτό που έγινε!!!

Thank you very much, anmaria87, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thomas, thank you very much!! You can't imagine how vindicated I will feel if this hard-earned money is returned to me!! Playing for 5 hours and of course the game history was deleted....Do what possible!!! Thank you very much!!

Τόμας ευχαριστώ πάρα πολύ!! Δε φαντάζεσαι πόση δικαίωση θα νιώσω αν γυρίσουν πίσω σε μένα αυτά τα χρήματα τα οποία τα κερδισα με την αξία μου!! Παίζοντας 5 ώρες και φυσικά το ιστορικό παιχνιδιού το διέγραψαν....Κάντε ότι είναι δυνατόν!!! Σας ευχαριστώ πάρα πολύ!!

Hello, anmaria87,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Roman Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

Can you be more specific regarding the error in the game in question and possibly support your claims with any statement from the provider, example screenshots and a part of the user's game logs where it is clearly visible?

If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Good morning my dear!! The fact that they don't answer doesn't impress me at all... obviously there are no arguments... to support this unfair treatment in my face!!!

Καλημέρα αγαπητέ μου!! Το γεγονός ότι δεν απαντάνε,δε μου κάνει καθόλου εντύπωση...προφανως δεν υπάρχουν επιχειρήματα...να στηρίξουν αυτή την άδικη μεταχείριση στο πρόσωπο μου!!!

Hello!

Thank you for bringing your issue to our attention. We sincerely regret that you have encountered this situation. Your inquiry has been taken into consideration, and as soon as we clarify all the circumstances, we will let you know. Rest assured that your issue is being prioritized.

We hope for your understanding, and thank you for your patience.

Best regards,

RomanCasino Team.

Thank you for your response, Roman Casino Team.

Feel free to inform us when you have enough information and details regarding the matter.

Looking forward to hearing from you.

I am the user with the email The only justification is to get back the money I won which seems normal!! and then you took it all back, without any notice!!

Είμαι ο χρήστης με το email anmaria87@gmail.com Η μόνη δικαίωση είναι να πάρω πίσω τα χρήματα που κέρδισα τα οποία φαίνονται κανονικά!!και μετά μου τα πήρατε όλα πίσω,χωρίς καμία ειδοποίηση!!

Please do it as soon as you can...it's been so many days....and my psychology is bad all these days....

Σας παρακαλώ κάντε όσο πιο γρήγορα μπορείτε...έχουν περάσει τόσες μέρες.... και η ψυχολογία μου είναι χάλια όλες αυτές τις μέρες....

Hello, dear all!

Thank you for taking the time to let us know about this difficulty.

Upon reviewing the account, we can confirm that the deduction was a direct result of a technical issue within the game "Power of Zeus." While we strive to offer an uninterrupted gaming experience, occasional malfunctions can occur, and we are obligated to follow our policies when such errors impact gameplay.

In this instance, the malfunction led to winnings being incorrectly awarded. As per our Terms and Conditions (7.2 If we mistakenly credit your account with winnings that do not belong to you, whether due to a technical error in the pay-tables, human error, or otherwise, the amount will remain our property and will be deducted from your account. If you have withdrawn funds that do not belong to you before we become aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of incorrect crediting, you are obliged to notify us immediately by email) , these funds were reversed to ensure fairness for all players.

This decision aligns with our commitment to maintaining the integrity of the platform, which is applied uniformly across all situations.

We truly value you as a customer and regret the disruption this has caused. We understand how disappointing this outcome is, especially after your recent win. Rest assured, we are taking steps to minimize the likelihood of such issues in the future and appreciate your understanding.

Best regards,

RomanCasino team.

So now you want to tell me how fair you are??? I hope everyone sees what you did to me and no one plays in your company!!! So you suddenly found technical errors.... how are you going to prove this????????? How????????

Δηλαδή τώρα θέλετε να μου πείτε πως είστε δίκαιοι??? Εύχομαι όλοι να δουν αυτό που μου κάνατε και να μη παίξει κανένας στην εταιρεία σας!!! Τάχα βρήκατε ξαφνικά λάθη τεχνικα.... πως θα το αποδείξετε αυτό????????? Πως????????

The profits I had from these games that went eh???????????? these games had technical errors???????????????????

Τα κέρδη που είχα από αυτά τα παιχνίδια που πήγαν ρε??????????ι αυτα τα παιχνίδια ειχαν τεχνικα λαθη??????????????

Where are my winnings from these games you cheaters???? Did these games also have a technical problem??????????You left me with 0.0 euro scammers!!!!!!!!!!!

Που είναι τα κέρδη μου απο αυτα τα παιχνίδια ρε απατεωνες???? Μήπως ειχαν κι αυτα τα παιχνίδια τεχνικο προβλημα??????????Εσεις με αφησατε με 0.0 ευρω απατεωνες!!!!!!!!!!!

I want compensation!!!!!!!!!!!!!!! I played with real money!!!!!!!!! Why did you confiscate mine when you say there was a technical error???? Why should I lose my money??? You got your money back (supposedly your money)...why didn't I get mine back you scammers?????????????????????????Close the casino fast! ! Please guru give them the lowest rating...they are clearly working for us!!!!!!!They are playing with souls....

Θέλω αποζημιωση!!!!!!!!!!!!!! Εγώ επαιξα με πραγματικά χρήματα!!!!!!!!! Γιατί μου κατασχεσατε και τα δικά μου τη στιγμη που λετε πως υπήρχε τεχνικο λάθος???? Εγώ τα χρήματα μου γιατί να τα χάσω??? Εσεις πήρατε πίσω τα χρήματα σας (υποτίθεται χρήματα σας)... εγώ γιατί δε πήρα τα δικά μου πίσω ρε απατεωνες?????????????????????Κλείστε το καζινο γρήγορα!! Σας παρακαλώ guru βάλτε τους τη πιο χαμηλή βαθμολογία...μας δουλεύουν ξεκάθαρα!!!!!!!Παίζουν με ψυχές αυτοί....

Thank you, anmaria87, for your emails and screenshots. For now, I would say it is not necessary to share them. But feel free to share them with us. No problem.

Dear RomanCasino team,

Thank you for your response. However, I am afraid it did not clarify the situation sufficiently or at all.

I would like to repeat the unanswered questions I asked 2 weeks ago.

"Can you be more specific regarding the error in the game in question and possibly support your claims with any statement from the provider, example screenshots and a part of the user's game logs where it is clearly visible?

If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru)."

Also, a few more questions arose in the meantime.

Did the user play only one game (Power of Zeus) during the entire time? Were there any other winnings or winnings from other games? If so, what happened with winnings from other games?

If there was a technical glitch, should the player not be refunded with bets placed at the time of a technical error? Unfortunately, it is still not completely clear what exactly happened in the game and why everything should be confiscated.

Can you please also provide me with the user's complete game logs and a detailed clarification of the technical error and if possible, show it on particular examples/cases in the player's game logs or the requested screenshots (if possible)?

Please note if there is no further or sufficient information/details/evidence supporting the casino's claims and decision, we will not be able to close the case in favour of the casino, and we will be forced to think about closing it as 'unresolved'.

Thank you.

Dear gurus they have no proof and that's why they don't answer... they are just scammers... and that's why everyone should know and no one should play this company!!! Thank you very much for your effort !!!

Αγαπημένοι guru δεν έχουν αποδείξεις και για αυτό το λόγο δεν απαντούν...είναι απλά απατεωνες... και για αυτό το λόγο πρέπει όλοι να το μάθουν και να μη παίξει κανένας σε αυτή την εταιρεία!!!Σας ευχαριστώ πάρα πολύ για την προσπάθεια!!!

Hello!

We are sorry for the delayed response.

We have provided the requested information to the provided email.

Let us know if you have any further questions.

Kind Regards,

Roman Casino Team

Roman Casino, your company's terms are for kicks....Technical errors are you citing, when they win big sums??? So to understand, when we lose there is no technical error, nor do you return the money to the customer.. but when someone wins a large amount, then as a company you have the right to claim a technical error and get our money back... correct? ??? This is very fair!!! Well done!!👏👏👏👏👏👏👏👏

Roman Casino, οι οροι της εταιρείας σας είναι για κλωτσιές.... Τα τεχνικα λάθη τα επικαλείστε,όταν κερδίζουν μεγάλα ποσά??? Δηλαδή για να καταλάβω,όταν χάνουμε δεν υπάρχει τεχνικο λάθος ,ούτε επιστρέφετε τα χρήματα στον πελάτη.. όταν όμως καποιος κερδίσει ένα μεγάλο ποσό, τότε σαν εταιρεία έχετε το δικαίωμα να επικαλεστειτε τεχνικο λάθος και να πάρετε τα χρήματα μας πίσω...σωστά???? Πολύ δίκαιο αυτό!!! Μπράβο σας!!👏👏👏👏👏👏👏👏

Greetings all,

I am sorry for the delay.

Thank you, Roman Casino Team, for your email and clarification, it is much clearer now.

Can you please look at my last email regarding the matter and answer my additional questions?

Thank you. Looking forward to hearing from you.

Dear Branislav,

We have answered the additional questions, please check them.

Kind Regards,

Roman Casino Team

Thank you for your email and additional information, Roman Casino Team.

I replied, and I am waiting for your next email. It would be great if you could provide me with the casino's decision regarding our recommendation on resolving it in the easiest way or additional supporting evidence confirming your claims.

Thank you.

Dear Branislav,

We have responded to your email with a recommendation aimed at resolving the matter in a way that benefits both parties.

Best regards,

Roman Casino Team

I want the 7,500... the ones I won!!! You can't give me back so little...it's unfair!!!!!!

Εγώ θέλω τα 7.500... αυτά που κερδισα!!! Δε γίνεται να μου δώσετε πίσω τόσα λίγα...είναι άδικο!!!!!!

You put me 40 euros..are you serious???? I want my money back!!! The ones I won for 5 consecutive hours....

Μου βάλατε 40 ευρώ..ειστε σοβαροί???? Εγώ θέλω πίσω τα χρήματα μου!!! Αυτά που κέρδισα επί 5 συνεχόμενες ώρες....

Thank you very much, Roman Casino Team, for your email and the update.

Dear anmaria87,

Unfortunately, the casino was able to fully substantiate its above claims with sufficient evidence confirming there was a technical error in the game in question during the time you played it, which was basically the reason you were able to accumulate such winnings. Therefore, the winnings are considered invalid and you are not eligible for winnings accumulated this way.

The casino followed our recommendation to restore your balance to the point before you played "Power of Zeus" -> 20€ deposit + 20€ bonus. So, since your previous play was affected by a technical error, now you have a chance to play without technical issues and win something fairly and legitimately. I dare to claim that without this complaint and our communication with the casino representative, you would not have received anything.

Since you already confirmed your casino account was credited with 40€, there are only 2 ways this case can end.

1. The disputed amount of the case will be updated to €40 and the case will be closed as successfully resolved because that is the fairest and correct solution we agreed on with the casino.
2. You will insist on refunding the invalid and illegitimately accumulated winnings of 7,500€ -> closure/rejection because honestly, under such circumstances, it is an unrealistic request.

The case will be closed. However, it depends on you how it will be closed.

Which option will you choose, please?

Looking forward to hearing from you.

Casino guru thank you very much for your effort, but of course this amount doesn't cover me either... as you know good opportunities in online casinos don't come every day... that day was lucky for me and obviously it's not easy to reach the amount I won last time... Unfortunately, in online casinos, we lose a lot of money and rarely win such large amounts... My decision is vertical... As long as they don't give me what I won, which was my lucky day, I don't rest with 40 euros.. not even with half of the 7,500... I claim and ask for the full amount because I insist that I won it with my value... There was no technical error while I was playing... the there were profits... the withdrawals had started... they canceled everything for me two days later... so I'm not going to settle for 40 or 100 euros or a thousand... The amount that my share is 7,500 euros... The casino must compensate me for all this mental suffering for so long... Normally they should have given me more money... Because there is psychological damage and the whole thing has cost me my health ..as you can see i don't give up easily... i waited so long and thought you would help me get my money back... and you tell me to settle for 40 euros.. no I won't do it.. .the opportunity I was given to earn a lot of money was that day... Until the last moment I will insist that all this was unfair and was done in a very cruel way... they wiped out my amount without any notification...you can understand the shock....I want the 7,500 back!! This is my decision!! I'm not changing my mind... at all!!

Καζινο guru ευχαριστώ πάρα πολύ για τη προσπάθεια σας,αλλά φυσικά και το ποσό αυτό δε με καλύπτει...όπως γνωρίζετε οι καλές ευκαιρίες στα on line casino δεν έρχονται κάθε μέρα... εκείνη η ημέρα ήταν τυχερή για μένα και προφανώς δεν είναι εύκολο να φτάσω το ποσό αυτό που κέρδισα τη προηγούμενη φορά... Δυστυχώς στα on line casino, χάνουμε πολλά χρήματα και ελάχιστες φορές κερδίζουμε τέτοια μεγάλα ποσά... Η απόφαση μου είναι κάθετη... Εφόσον δε μου δίνουν αυτά που κέρδισα,που ήταν η τυχερή μου μέρα, εγώ δεν επαναπαυομαι με 40 ευρώ.. ούτε με τα μισά από τα 7.500... Διεκδικώ και ζητάω όλο το ποσό γιατί επιμένω πως το κέρδισα με την αξία μου...Δεν υπήρχε κανένα τεχνικο λάθος όση ώρα επαιζα...τα κέρδη υπήρχαν...οι αναληψεις είχαν ξεκινήσει... μου τα ακύρωσαν όλα δυο μέρες μετά... οπότε δεν πρόκειται να συμβιβαστώ ούτε με 40 ούτε με 100 ευρώ ούτε με χίλια...Το ποσό που μου αναλογεί είναι 7.500 ευρώ... Το καζινο οφείλει να με αποζημιώσει για όλη αυτή τη ψυχική ταλαιπωρία τόσο καιρό...Κανονικά θα έπρεπε να μου δώσει παραπάνω χρήματα... Γιατί υπάρχει ψυχολογική φθορά και μου έχει στοιχίσει στην υγεια μου το όλο θέμα..όπως βλέπετε δεν τα παρατάω εύκολα... περίμενα τόσο καιρό και πίστευα ότι θα με βοηθούσατε να πάρω τα χρήματα μου πισω... κι εσείς μου λέτε να συμβιβαστώ με 40 ευρώ.. όχι δε θα το κάνω.. .η ευκαιρία που μου δόθηκε να κερδισω πολλα χρήματα, ήταν εκείνη η ημέρα... Μέχρι τελευταία στιγμή θα επιμένω ότι όλο αυτό ήταν άδικο και έγινε με πολύ σκληρό τρόπο... μου εξαφάνισαν το ποσό χωρίς καμία ειδοποίηση...καταλαβαίνετε το σοκ.... Ζητάω τα 7.500 πίσω!! Αυτή είναι η απόφαση μου!! Δεν αλλάζω γνώμη... με τίποτα!!

Sorry casino guru but I was expecting a different approach from you... put yourself in my shoes and understand how I felt after they took everything back.... The only thing that will calm me down a bit is that they give me the winnings from the rest of the games because I don't think there was a technical error there either... That I won was clean and honest... I'm waiting for an answer... as you understand that was my lucky day and opportunities don't come every day.... unfortunately...

Συγνώμη καζινο guru αλλά περίμενα άλλη προσέγγιση από εσάς... ελάτε λίγο στη δική μου θέση να καταλάβετε πως ένιωσα αφού μου τα πηραν όλα πίσω.... Το μόνο που θα με καθησυχάσει κάπως,είναι να μου δώσουν τα κέρδη από τα υπόλοιπα παιχνίδια γιατί δε νομίζω να υπήρξε κι εκεί τεχνικο λάθος... Ότι κέρδισα ήταν καθαρό και τίμιο... Περιμένω απάντηση... όπως καταλαβαίνετε εκείνη ήταν η τυχερή μου μέρα και δεν έρχονται οι ευκαιρίες κάθε μέρα.... δυστυχώς...

Dear anmaria87,

I am sorry for the delay.

Unfortunately, after gathering all the necessary information regarding the case and the above-mentioned, I am forced to close this complaint as unjustified. The disputed winnings are considered invalid due to a technical glitch, which was fully substantiated by the details from the casino. The casino was able and willing to fulfil our recommendation and restore your deposit and the bonus to the state before you started playing the game in question with the error, which we consider the best and fairest solution for the situation considering all the circumstances.

In the end, I would like to additionally clarify a few more details regarding your play a bit, so you better understand what happened. Your disputed winnings were accumulated solely in the game with a technical error, thanks to which you were able to accumulate a significant amount (invalid winnings as the result of this error, not luck). Your balance at the end of the session in the "Power of Zeus" slot was approximately 8,500€, but after switching to other games, although there were likely no technical glitches and games worked properly during your further play, it basically does not matter, because your balance was only going down, at some point even close to 6,000€. Therefore, it is clear that such significant (invalid) winnings impacted your way of play (bets of higher amounts), and since your balance went down to approximately 6,000€ at some point, it means that without the invalid winnings from "Power of Zeus" slot, you would not have been able to continue playing, and your balance would have been lost at any point your balance went down under 8,500€, which happened several times or quite often after you left "Power of Zeus" slot and played other games.

After the casino restored your deposit and the deposit bonus, and gave you a chance to play with both fairly and without technical glitches, we accept this solution. The casino acted correctly and in accordance with its terms and conditions, and I sincerely believe you understand it completely now.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Roman Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru