WinnerCasino - Os ganhos do jogador foram cancelados.

Hi, I made the draw on 11.5. The "fast payouts" reported by the casino have expired.

1. 24-48h

2. 7-21vrk

3.max 21 "bisnesday.

I can't send attachments. Can I send by email?

Hei, tein noston 11.5. Kasinon ilmoittamat "fast payouts" ajat ovat umpeutuneet.

1. 24-48h

2. 7-21vrk

3.max 21 "bisnesday.

En saa lähetettyä liitteitä. Voinko lähettää sähköpostilla?

Dear Koppari,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino together with the documents that you couldn't attach to this complaint to kristina.s@casino.guru. Alternatively, you can post it here., or alternatively, post it 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,

Kristina

Hey

Have you received the documents I sent?

Hei

Oletko saanut lähettämäni documentit?

Hey

12.6 The casino announced that the win and withdrawal was abandoned. "you have played live dealer games against the rules". The casino canceled the withdrawal 1400e and credited the game account 235e and announced that the funds could be withdrawn or played.

The claim is unfounded as I have never played any live games. Did not provide any evidence / proof of their claim despite my request.

Hei

12.6 kasino ilmoitti että voitto ja kotiutus hylätty. "olet pelannut live jakaja pelejä vastoin sääntöjä". Kasino mitätöi noston 1400e ja hyvitti pelitili 235e ja ilmoitti että varat voi nostaa tai pelata.

Väite on perusteeton sillä en ole koskaan pelannut mitään live pelejä. Eivät toimittaneet mitään näyttöä/todistetta väitteelleen pyynnöstäni huolimatta.

Thank you for your reply, Koppari. Do I understand correctly that you have accumulated your winnings with a bonus?

If possible could you please forward me your game history from the moment you started playing with this bonus?

Hey

Has the email I sent come to you.

Hei

Onko lähettämäni sähköpostini tullut sinulle.

Please note that I cannot use your login details. You should always be the only person who has access to your account.

Do I understand correctly that there is not a possibility to export the game history in PDF or excel format?

Hey

The game log has a large number of pages and printing is not possible, at least for the Android phone. (multi-hour game session) I was browsing. through and played games slots. And the casino didn't answer anything to my question that what "live games" have I played?

Hei

Pelilokissa on iso määrä sivuja ja tulostus mahdollisuutta ei ole, ainakaan Android puhelimelle. (monen tunnin pelisessio) selasin. läpi ja pelatut pelit slotteja. Eikä casino vastannut mitään kysymykseeni että mitä "live pelejä" olen pelannut?

Thank you very much Koppari for your cooperate. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Koppari.

I am sorry to hear about your troubles.

In this case, the key evidence is in your game log.

I would like to invite a casino representative into the case:

Could you please send me the player's game log? (matej@casino.guru)

Thanks

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Koppari,

I am very sorry, but the casino is non-responsive.

I must close this complaint as unresolved. I hope the casino will reopen the complaint in the future.

I am sorry that we were unable to help you.