Yes, I opened a complaint because I think that if you marked this casino as save with a rate near "one of the best casino" there need to be some profesionalism from their side. Defenetely not encouraging people to play more, sending printscreen of other chats, vip service vis whatsup - omg.

I know You probably wont achieve anything regarding my complaint - and there is no a problem. I just wanted to express my feelings and my experience so that other people, especially new players can decide for better casino option.

Regarding my self exclusion - I did close my account on June 2024 (but didnt mention any problems), I just closed it manually. When I check this site randomly again and try to log in it was written - you account has been blocked. And after when I talk

to the chat they said - as we can see your account is open. So dont know…. What would you need from me?

I do not really believe that we can get anything. Its also important how Casino Guru help and see this as a problem. Lets see ?? depends how tolerant are they - but when it comes to money we all know how it is…

When I texted support chat for self-exlusion from casino - they were ignoring my messages. Not answering them. So you can also see how serious they take this… CasinoGuru what will you say on this?

They don't have to answer you now.

Now let's wait and see what they say and do.

Eles agora já n?o te devem responder.

Agora vamos aguardar, o que dizem aqui e fazem.

But I dont know if someone from forum is really checking this matter.

Sure, I think it's good that you wrote on the forum about your situation. I'm not sure if we will be able to help you with a refund because based on the fact that support is basically encouraging you to play, I don't think it will be possible. But maybe based on some conversations or a closed account it will be possible, but I'm not making any promises. 

After all, I don't solve complaints but I am an admin on the forum so these things will be evaluated by Tomas for now.

But when your account was blocked, you just had to write to live chat and they unblocked it? 

If you requested self-exclusion and they ignored you, that is not at all good sign. Casinos should take it seriously and also do everything possible so you would not play more. But as I said, Tomá? is dealing with your case now and he will tell you everything you need to know about your complaint and whole situation. We have some procedures based on which we are dealing with exact same cases. I hope we will be able to help you somehow.

Good luck. ??

What you replied was written off to the other player so don't worry that nobody would be interested in your case. I'm just not in charge of the process and your complaint so you'll have to wait for what Tomas writes to you. 

as I said before - I deposited a lot. Which is my fault for sure. But it is impossible to be so unlucky with 96% rtps. Never has happened to me. And jeah - showing printscreens of other people winning its a bad way of talking to players who are just and only loosing.

If I could only get some deposits back would be more than great. Regarding opening account - last year I closed my account manually. Not mentioning anything to them. When I tried to log in it was blocked. After mentioning support if my account is blocked and why is not open they just answered: as I see you profile is open. I logged in without a problem.

Is there any chance to get some deposit back? Probably not right? There can always be a reason: it all depends on luck, players decide on their own if they want to play or not…. I know all that - its just a shame when support told you about other people winnings when you already lost 3000€ in deposits… it was impossible to recover and I am sure if I would deposit more and more it would be the same. However, I closed my account there permanently. Also - should I close my complaint if there is no chance to get anything?

Yes, it's definitely not nice of the casino to convince you to keep playing even though you've spent a few thousand there. Anyway, I can see that you realize that sometimes that's not enough. 

Regarding the complaint, you're only sacrificing time so don't close it, maybe the team will find something to grab onto and if not they'll close it. But while there is at least a little hope, try to take advantage of it.

Well, I certainly wouldn't cancel the complaint and of course I would probably let our team work. You won't change much by writing to them all the time, and if you complain once I wouldn't contradict myself and tell them in the chat how good the casino is. Unless the translation was correct. 

Wait for further developments.