You should try anyway because otherwise these rogue casinos will always get away with it.

I am now without a CEG license but perhaps they could still accept the complaint if the facts happened before.

Dovresti provare lo stesso perché altrimenti questi casinò canaglia la faranno sempre franca.

Adesso sono senza licenza CEG ma forse potrebbero accettare lo stesso il reclamo se i fatti sono avvenuti prima.

If you are on my side you have to penalize the rating of the casino that continues not to pay me 13266€ of balance.

The complaint is unresolved and therefore the penalty on the rating of this scam casino must be applied.

It has been widely proven that I have never registered, played and deposited before this gaming account.

The CEG continues not to issue the sentence and it has been more than two months. I am tired of waiting and now it is time to take legal action because I also want compensation for the fraud I have suffered.

Se siete dalla mia parte dovete penalizzare la valutazione del casinò che continua a non pagarmi 13266€ di saldo.

Il reclamo è irrisolto e perciò deve essere applicata la penalità sul rating di questo casinò truffaldino.

è stato ampiamente dimostrato che non mi sono mai registrato, giocato e depositato prima di questo conto gioco.

La CEG continua a non emettere la sentenza e sono passati ormai più di due mesi. Sono stanco di aspettare e adesso è arrivato il momento di passare alle vie legali perché voglio anche un risarcimento danni per la frode che ho subìto.

The casino will be penalized when it decides that even the authorities have not helped you and there will be a complaint, not like waiting for the regulator. But I suppose if you say that nothing was done and they didn't help you, it probably won't be long now. I have written to Jozef what the next step should be and how much longer to wait, so if I hear anything I will let you know.

Interesting information and Jozef will surely read your email. Sad that this is how it sometimes turns out, but when you say you reported it, did you report it now or a long time ago? 

I understand what you're saying. When you have the final decision from the regulator, let Jozef know. Such cases that are at the regulator and most of them are in this status are there for a certain time, usually 3 months. Then it will be reopened and we will decide. In this case we will see what the final decision will be, but Jozef said we are on your side, so we will see.  

Greetings,

is there anyone who got paid by this casino?

They don't respond to emails and as soon as I contact them in chat they block me.

I have a lot of money in my account and they blocked it.

Furthermore, they are not yet operating with a valid license and this worries me.

Salve,

c'è qualcuno che è stato pagato da questo casinò?

Non rispondono alle mail e appena li contatto in chat mi bloccano.

Ho parecchi soldi sul conto e me lo hanno bloccato.

Inoltre non operano ancora con una licenza valida e questo mi preoccupa.

Greetings to you!

According to your system, the user feedback as well as the Safety -index are both good at least, so I guess we are not aware of any issues.

If you don't mind, would you kindly describe the latest events?

According to the overall experiences gained from the forum users, the chat usually blocks players once the management considers the situation closed, then the account gets closed too. Which may not be the same for the player, so, what got you to this point, please? Have you experienced struggles? Have you been complaining and insisting?

Perhaps we can help. At least we can try.

The latest events were:

-I registered

-I deposited 1260 euros

-I won more than 6000 euros without a bonus

-I tried to withdraw but my account was blocked

-no response via email and via chat I am blocked

Therefore I do not believe in the seriousness and fairness of this casino even if it has your "Fair casino" seal on their website.

I have actually noticed many complaints about this casino that seems to have the habit of finding any excuse not to pay players. Strangely all these complaints are rejected.

gli ultimi eventi sono stati:

-mi sono registrato

-ho depositato 1260 euro

-ho vinto più di 6000 euro senza bonus

-ho provato a prelevare ma il mio conto è stato bloccato

-nessuna risposta via mail e via chat vengo bloccato

Non credo pertanto nella serietà e lealtà di questo casinò anche se ha il vostro sigillo di "Fair casinò" sulla loro pagina web.

In realtà ho notato molti reclami verso questo casinò che sembra abbia il vizietto di trovare qualsiasi pretesto per non pagare i giocatori. Stranamente tutti questi reclami vengono rifiutati.

Try to check even the spam folder in your email, as these kinds of emails could finish there sometimes.

When exactly have you requested the withdrawal, please?

I hope we'll find a way to help you out with this.

Explain to me what I should find in the spam folder? No emails there either.

I told you that they blocked my account and they block my chat as soon as I ask for explanations.

I didn't break any rules and this is my first time playing here.

I wonder how you managed to grant the fair casino seal to these scammers.

I don't think I'll get any help from your complaint resolution center given how you handled the complaints from this casino. I've looked at all the complaints and I don't have much faith in you especially because you sponsor it. I'd just be wasting my time. The players who didn't respond anymore noticed. Those who did respond you closed the complaint in their faces without the right to reply based on alleged "last minute" evidence provided by the casino without notifying the player. In a serious complaint the evidence must be guaranteed to all parties involved otherwise you're just going to think badly. People understand and aren't stupid.

I was just wondering if anyone has ever gotten paid by this casino.

I will seek legal representation if they continue to withhold my funds.

Spiegami cosa dovrei trovare nella cartella spam? Nessuna mail comunque neppure lì.

Ti ho detto che mi hanno bloccato il conto e mi bloccano la chat appena chiedo spiegazioni.

Non ho infranto nessuna regola ed è la prima volta che gioco qui.

Mi chiedo come avete fatto a concedere il sigillo di fair casinò a questi truffatori.

Non credo che troverò aiuto dal vostro centro risoluzione reclami visto come avete gestito i reclami di questo casinò. Ho dato un occhiata a tutti i reclami e non ho molta fiducia in voi sopratutto per il fatto che lo sponsorizzate. Perderei solo tempo. I giocatori che non hanno risposto più se ne sono accorti. Quelli che hanno risposto gli avete chiuso il reclamo in faccia senza diritto di replica sulla base di presunte prove "last minute" fornite dal casinò senza notificarle al giocatore. In un reclamo serio la visione delle prove deve essere garantita a tutti i soggetti coinvolti altrimenti si va solo a pensare male. La gente capisce non è stupida.

Mi chiedevo soltanto se qualcuno sia mai stato pagato da questo casinò.

Mi farò assistere da un legale se continueranno a trattenere i miei fondi.

I was going to suggest a complaint, but I see you have your own opinion and I won't take it. If you have been through them, you must see very well why in some cases the decision was made as it was. Once something is a violation of the rules, it is a violation of the rules. The fact that you see it differently and you think something should not have been closed is your opinion. We have certain procedures that we follow for every casino. Half of the complaints were closed due to players not responding, so that says it all. When players have a clear reason like you describe and the casino doesn't try to do anything to fix it and we side with the player, then there are consequences for the casino. But the players also have to prove things just as much as the house. 

So if you feel you want to seek legal help, that's up to you.

Good luck.

This casino is in your affiliate system (see Godbunny Casino - Bonuses and promotions) and therefore you have every interest in not damaging their reputation and that of other affiliate casinos.

I am not the only one who thinks so but hundreds of players who have their complaints rejected about casinos affiliated with you WITHOUT PROVIDING EVIDENCE OF VIOLATIONS OF RULES. There is no "court" in the world where evidence is kept secret from the other party and you do it systematically.

The procedures you follow are not transparent and I am not fooled by your reassurances.

I just read some rejected complaints about this casino (see the 14000 euro one) and I was shocked and nothing will change my opinion.

Also if a player does not respond it means that he has lost trust in you and does not want to waste any more time because he already knows how the complaint ends.

Questo casinò è nel vostro sistema di affiliazione (vedi Casinò Godbunny-Bonus e promozioni) e perciò avete tutto l'interesse di non danneggiare la loro reputazione e quella di altri casinò affiliati.

Non sono l'unico che la pensa così ma centinaia di giocatori che si vedono rifiutare reclami su casinò a voi affiliati SENZA PORTARE PROVE DI VIOLAZIONI DI REGOLE. Non esiste alcun "tribunale" al mondo in cui le prove vengono segretate alla controparte e voi lo fate sistematicamente.

Le procedure che seguite non sono trasparenti e non mi faccio imbonire dalle tue rassicurazioni.

Mi è bastato leggere alcuni reclami rifiutati su questo casinò (vedi quello da 14000euro) e sono rimasto sconcertato e nulla cambierà la mia opinione.

Inoltre se un giocatore non risponde significa che ha perso fiducia in voi e non vuole perdere altro tempo perchè sa già come finisce il reclamo.

That's your opinion. I think the Complaint Resolution Center has been around long enough to be able to objectively evaluate cases. Again, this is your subjective opinion. The complaints that are closed because the player stopped answering are the most numerous. And it's far from what you describe. I'm not saying that there can't be cases where a player deals with it for a long time and then gives up and doesn't answer, but there are a million of them where a player writes the first paragraph and doesn't answer at all. 

Another thing about affiliate partnerships. It is quite logical that we have to make money from something. However, it's from when players go to play to these casinos and eventually lose, we get a commission from it. If we protected the casinos, it might not pay off at all, because if the players saw it that way, they wouldn't come to us and they wouldn't go to those casinos. We have settled complaints where we have helped players get 38 million back, which I don't think is very accurate to what you are saying.

Speaking of proofs, casinos often send them to us when we ask for what is needed. But it's normal that not everything will be shared by us or the casino. This is quite normal, mainly because it prevents players from going around in different situations where they want to damage the casino. There are a lot of such players. Not everybody has to have it in their plan, things happen by mistake and there are a lot of players who admit it when they make a mistake. 

The last thing I'll write, because it doesn't make much sense to tell you something when you're convinced of your truth, is about the case you mention. I addressed the case with the player and on the forum and when it was closed for the first time, I suggested to the complaint team that it should be reopened, because it seems to me that what the player is describing makes sense and is not stupid and I thought that the casino did not behave in a good way. However, we found out that this was not the truth, which was supported by the licensing authority the player complained to. We are not above such an authority and therefore when the regulator ruled in this case that the casino had done everything according to its Terms and Conditions, it was closed again. 

So I hope you understand at least a little bit of what I wrote and think about it not only from your point of view. 

Have a nice day!

I'm a little confused

You wrote: "However, we found out that this was not the truth, which was supported by the licensing authority to which the player complained."

Let me understand what the truth is you're talking about...what rule did that player break to deserve not being paid?

Opening an anonymous account two years ago without even depositing a single euro and without registering the account with his personal data and without ever being self-excluded from this casino? Is this the reason why a casino is entitled to confiscate a player's deposits and winnings?

Please explain it to me because I still don't understand the decision taken by your complaint center regarding that complaint.

Regarding the Curacao e-gaming regulator, I inform you that it went bankrupt a few months ago precisely because it was held responsible for the non-payments of its casinos to players and it has never resolved a complaint in favor of the players. So if you give credence to the decisions of an authority convicted in court for colluding with the casinos to which it granted its license, we are in a very bad situation.

Meanwhile the casino continues not to respond to my emails and I have warned them that they will be legally prosecuted.

Sono un pò confuso

Hai scritto:"Tuttavia, abbiamo scoperto che questa non era la verità, il che è stato supportato dall'autorità di licenza a cui il giocatore si è lamentato."

Fammi capire quale sarebbe la verità di cui parli...quel giocatore quale regola avrebbe infranto per meritare di non essere pagato?

L'apertura di un account anonimo due anni prima senza neppure aver versato un euro e senza aver registarto il conto con i suoi dati personali e senza essere mai autoescluso da questo casinò? E' questa la ragione per cui un casinò è legittimato a confiscare depositi e vincitead un giocatore?

Spiegamelo bene perchè non ho ancora capito la decisione presa dal vostro centro reclami in merito a quel reclamo.

Riguardo all'autorità di regolamentazione Curacao e-gaming ti informo che è fallita pochi mesi fa proprio perchè ritenuta responsabile dei mancati pagamenti dei propri casinò ai giocatori e non ha mai risolto un reclamo a favore dei giocatori. Quindi se date credito alle decisioni di un autorità condannata in tribunale per essere collusa con i casinò a cui ha concesso la propria licenza siamo messi proprio male.

Nel frattempo il casinò continua a non rispondere alle mie mail e l'ho avvisato che sarà perseguito legalmente.

We have been behind this case for a very long time. You can see the time period yourself. The player had an active self-exclusion when he returned to the casino and knew he had an account there before. Based on the communication with the casino and with us, we saw that the player was aware of everything and still broke the rules. 

As for the license and the decision, as I said before, we are not superior to anyone, we are the mediator, so if the license makes a decision, then it overrides all other decisions. The fact that Curacao had a licence and what stage it is at is very well known to me. That some of them were not reliable is also clear to me. But it is not true that none of them solved anything. Anyway, since they dealt with it properly, there was nothing more that could have been done. 

Also, we have had the privilege of dealing with this player before and let's just say that some players know and try to find loopholes in casinos even though they know what they shouldn't do. 

Regarding your situation, it's sad that the casino hasn't responded to you, but unless you open a complaint, I'm an admin on a forum that won't help you very much. If you think legal action will be in order and that this is your salvation, I will be happy if it is.

I am even more confused and would like a specific clarification and not the usual generic explanations.

You wrote: "The player had an active self-exclusion when he returned to the casino and knew he had an account there before. Based on communication with the casino and us, we saw that the player was aware of everything and still broke the rules."

The casino never wrote in the complaint that the player was self-excluded from their casino but simply that they suspected he was addicted to gambling. So I ask you where you read about this self-exclusion... Then I wonder how a casino could self-exclude the player if he had never even registered before and never requested it.

I am curious to understand since the complaint never mentions self-exclusion and the casino's accusation is only that of a duplicate account, an accusation that was however dismantled by both you and the regulatory body since it emerged that the account considered duplicate was from two years earlier, without personal data, without deposits and closed on the same day.

I also add that I looked at the casino's terms and conditions and the self-exclusion lasts for six months so it would have actually expired after two years if it had actually been applied.

So on what basis do you claim that the player knew everything?

What rules would he have broken?

It seems like the casino is making lame excuses not to pay players like they are doing to me.

Sono ancora più confuso e gradirei un chiarimento specifico e non le solite spiegazioni generiche.

Hai scritto: "Il giocatore aveva un'autoesclusione attiva quando è tornato al casinò e sapeva di aver avuto un account lì prima. Sulla base della comunicazione con il casinò e con noi, abbiamo visto che il giocatore era a conoscenza di tutto e ha comunque infranto le regole."

Il casinò non ha mai scritto nel reclamo che il giocatore era autoescluso dal loro casinò ma semplicemente che sospettasse di essere dipendente dal gioco d'azzardo. Quindi ti chiedo dove hai letto di questa autoesclusione...Poi mi chiedo come ha fatto un casinò ad autoescludere il giocatore se questo non si era neppure mai registrato prima e non lo ha mai richiesto.

Sono curioso di capire dato che nel reclamo non si parla mai di autoesclusione e l'accusa del casinò è solo quella di account duplicato, accusa che però è stata smontata sia da voi che dall'ente regolatore poichè è emerso che l'account considerato duplicato era di due anni prima, senza dati personali, senza depositi e chiuso lo stesso giorno.

Poi aggiungo anche che ho guardato i termini e condizioni del casinò e l'autoesclusione ha una durata di sei mesi perciò sarebbe adirittura scaduta dopo due anni se fosse stata realmente applicata.

Su che basi quindi dichiarate che il giocatore era a conoscenza di tutto?

Quali regole avrebbe infranto?

Sembra che il casinò trovi scuse pretestuose per non pagare i giocatori come stanno facendo con me.

I think that things have been explained several times already, and therefore I would not like to go back to what has already been said. The complaint also explained why it was closed, and the regulator ruled in favour of the casino, so if there is a problem with that, you can move it further to other authorities. 

There was nothing more to do from our side.