Hi, I need your help! Thank you.

I have asked in the email sent 2020 to block me from all Gammix limited MGA / B2C / 295/2015 casinos. I sent a block request to their 3casino, the casinos were:

Sugarcasino

Locowim

Cashimashi

they all operate under the same license, I sent those 3 casinos TWICE the same email where I ask for a game ban due to a game problem for them and their sister casino. After the blocking request, I managed to register at their sister casino Zinkra casino in 2022 (I don't remember the date because the account is already closed and I can't look). Zinkra casino refuses to refund deposits claiming that they never received my blocking email. They lie! This is strange because I emailed TWICE, 3 different ones to their sister casino. I am ready to take a video, make a video call and prove that the email was sent, put as many screenshots as required to prove that the email was sent. I do not lie!!!!

Hei, tarvitsen sinun apua! Kiitos.

olen pyyt?nyt 2020 l?hetetyss? s?hk?postissa est?m??n minut kaikilta Gammix limited MGA / B2C / 295/2015 kasinoilta. L?hetin heid?n 3kasinolle estopyynn?n kasinot olivat:

Sugarcasino

Locowim

Cashimashi

he toimivat kaikki saman lisenssin alla, l?hetin noille 3 kasinolle 2KERTAA saman s?hk?postin miss? pyyd?n peliestoa peliongelman takia heille sek? heid?n sisarkasinolle. Estopyynn?n j?lkeen onnistuin rekister?itym??n heid?n sisarkasinolle Zinkra kasinolle vuonna 2022 (p?iv?m??r?? en muista sill? tili on nyt kiinni jo ja en p??se katsomaan). Zinkra kasino ei suostu palauttamaan talletuksia vedoten ett? he eiv?t ikin? saaneet estos?hk?postiani. He valehtelevat! T?m? on outoa sill? l?hetin s?hk?postin 2KERTAA, 3 eri heid?n sisarkasinolle. Olen valmis ottamaan videota, puhumaan videopuhelua ja todistamaan s?hk?postin l?hett?misen, laittamaan niin monta kuvakaappausta kun vaaditaan todistamaan ett? s?hk?posti on l?hetetty. Min? en valehtele!!!!

Dear Lola1556 ,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

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

Did you have any accounts in the associated casinos at the time you requested the self-exclusion back in 2020? Did you at any point receive any acknowledgment from the casinos that received the self-exclusion request from you? Did you open an account using the same email address as the one mentioned in your self-exclusion requests?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas, thanks for the reply.

unfortunately I don't remember if I had accounts or not because time has passed and now all accounts are closed I can't check the matter.

regarding the email, I couldn't find a notification that the message was received, because the year was really 2020, I probably deleted it. but i can promise they got my email.

secondly, in their response where they state that deposits are not returned, it is mentioned that we could not find the email dated 14.4.2020 from SUGAR CASINO. Why didn't they check 2other kasiano Locowim

Cashimashi where I also sent the block request. They just ignored this point even though I sent them a lot of screenshots that I have ALSO put a block request on Locowim and Cashimashi. They got the messages but just came up with a reason why they didn't.

Yes, I opened the account using the same email address.

the casino's argument was to deny the refund only because they claim they didn't receive the blocking email.

Hei Tomas kiitos vastauksesta.

valitettavasti en muista oliko minulla tilej? vai ei koska aikaa on kulunut ja nyt kaikki tilit kiinni en p??se tarkistamaan asiaa.

koskien s?hk?postia en l?yt?nyt ilmoitusta viestin vastaanottamisesta koska vuosi oli tosiaan 2020 olen todenn?k?isesti poistanut sen. mutta voin luvata he saivat s?hk?postini.

toiseksi heid?n vastauksessaan miss? ilmoittavat ett? talletuksia ei palauteta mainitaan ett? emme l?yt?neet 14.4.2020 p?iv?tty? s?hk?postia SUGAR CASINO. Miksi he eiv?t tarkistaneet 2muuta kasiano Locowim 

Cashimashi minne l?hetin my?s sulkupyynn?n. He vain ignoorasivat t?m?n kohdan vaikka l?hetin heille paljon kuvakaappauksia siit? ett? olen laittanut MY?S Locowim ja Cashimashi sulkupyynn?n. He saivat viestit mutta keksiv?t vain syyn, ett? eiv?t saaneet.

Kyll? avasin tilin k?ytt?m?ll? samaa s?hk?postiosoitetta.

kasinon argumentti oli ev?t? palautus ainoastaan sen takia ett? he v?itt?v?t ett? eiv?t saaneet sulkus?hk?postia.

Did you recently contact the Sugar Casino regarding the request you made? Were they able to give you any feedback regarding whether your request from 2020 was received? Was your account blocked there and since when?

Hi, I have not contacted them because when I filed a complaint with Zinkra casino regarding this incident they informed me that they will not refund the deposits because they never received my email and the matter is closed. I wrote them several more emails that I am ready to take a video and prove that I have sent the emails, they never answered but ignored my request. I also informed them that, I sent a blocking email not only to Sugar casino but also to Locowim and Cashimashi casino (they are sister casinos and operate under the same license) they ignored these facts as well.

all accounts are now closed under this operator, I can't say exactly when because I can't log in.

I understand if they didn't receive my email to Sugar casino. But considering the facts, I sent 2 blocking emails to Sugar casino, I sent 2 blocking emails to Lovowim casino, I sent 2 emails to cashimashi casino. How come 6 e-mails and not a single one arrived? I have all these emails on file and have sent them to the carrier in question but they just ignored it.

Hei, en ole ottanut heihin yhteytt?, sill? kun tein Zinkra casinolle valituksen koskien t?t? tapausta he ilmoittivat minulle ett? he eiv?t palauta talletuksia koska he eiv?t koskaan saaneet s?hk?postiviesti?ni, ja asia on loppuun k?sitelty. Kirjoitin heille viel? useasti s?hk?posteja ett? olen valmis ottamaan videota ja todistamaan, ett? olen l?hett?nyt s?hk?postit he eiv?t koskaan vastanneet vaan ignoorasivat minun pyynt?ni. Ilmoitin heille my?s ett?, en l?hett?nyt sulkus?hk?postia vain Sugar casinolle vaan my?s Locowim ja Cashimashi kasinolle (he ovat sisarkasinoita ja toimivat saman lisenssin alla) he ignoorasivat n?m? tosiasiat my?s.

kaikki tilit on nyt suljettu t?m?n operaattorin alla, en pysty sanomaan tarkkaa milloin koska en p??se kirjautumaan.

ymm?rr?n jos he eiv?t vastaanottaneet s?hk?postiani Sugar casinolle. Mutta tosiasiat huomioon ottaen, l?hetin 2 sulkus?hk?postia Sugar casinolle, l?hetin 2 sulkus?hk?postia Lovowim kasinolle, l?hetin 2 s?hk?postia cashimashi kasinolle. Miten 6s?hk?postia ja yksik??n ei muka tullut perille? Minulla on n?m? kaikki s?hk?postit tallella ja olen l?hett?nyt ne kyseiselle operaattorille mutta he vain ignoorasivat t?m?n.

Dear Lola1556 ,

Would you be able to send me the 6 email requests you sent to the casinos to my email address at [email protected]? I'll await your reply.

I sent you the pictures and the video proof.

L?hetin sinulle kuvat sek? videotodisteen.

Thank you very much, Lola1556, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) 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.  

Dear Lola1556,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’ which may negatively affect its rating.

Hello, have you contacted the casino? Thank you.

Hei, oletko saanut kasinoon yhteytt?? Kiitos.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Lola1556,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

[email protected]

As the casino changed ownership and has been operated by a different company since 2024, I am updating this complaint classification as this new company does not carry the responsibility of the actions of the previous owner.