Hello Casino Guru won 68000 euros in this casino using the netent software. The casino uberlucky.com doesn't want to pay me out and kept the money. I ask them for help and I want to complain. I have screenshots from the win and also screenshots from the live chat I will send you everything if needed.

Kind regards

?zgün

Hallo Casino Guru habe in diesem Casino unter der Software netent 68000 Euro gewonnen. Das Casino uberlucky.com m?chte mich nicht auszahlen und hat das Geld einbehalten. Ich bitte sie um Hilfe und m?chte mich beschweren. Ich habe Screenshots vom Gewinn und auch Screenshots vom Live Chat ich schicke ihnen bei bedarf alles zu.

mfg

?zgün

Dear ?zgün,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been given any further explanation from the casino for which exact rule has been breached and why your winnings have been confiscated?

The only relevant communication that we have received from you is the following screenshot which obviously can't be enough to explain the issue. We believe that players should be given the reason why their winnings were confiscated.

If there's any other relevant communication that would shed some light on this case, please forward it to [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

As I said, that was the conversation with the casino. I was told that management decided not to pay due to terms and conditions but they couldn't tell me which terms and conditions. I still have an email that my account has been successfully verified and an email that my account has been blocked.

Wie gesagt das war das Gespr?ch mit dem Casino. Mir wurde gesagt das dass Management entschieden hat nicht zu zahlen aus agb Gründen aber welche agb konnten die mir nicht sagen. Ich habe noch eine Mail das mein Konto erfolgreich verifiziert ist und eine Mail das mein Konto gesperrt wurde.

Dear ?zgün,

Could you please advise if your winnings were accumulated with or without an active bonus?

My winnings were accumulated without a bonus

Meine Gewinne wurden ohne Bonus angesammelt

Thank you very much, ?zgün, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ?zgün.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Please, explain to us what happened.

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 ?zgün.

Unfortunately, the casino is non-responsive.

In this situation, I would recommend you to contact the casino's regulator directly:

Please write an email to: [email protected]

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you will submit a complaint to the regulator.

I wrote the email but haven't gotten a response yet. If there is anything else I can do I would appreciate the information.

Kind regards

?zgun

Habe Die Mail geschrieben, bis jetzt aber noch keine Rückmeldung erhalten. Falls ich noch irgendetwas machen kann würde ich mich über die Information freuen.

mfg

?zgün

You should get a confirmation that the regulator accepted your complaint. (but it's Sunday, so maybe on Monday they will check it)

So I haven't received a confirmation yet, should I send the email again?

Also bis jetzt habe ich keine Best?tigung erhalten soll ich die Mail nochmal rausschicken ?

Yes, please. They usually send the confirmation.

I sent the email again but didn't get a confirmation (also tried another email, no response either)

Hab jetzt nochmals die Mail rausgeschickt aber keine Best?tigung erhalten ( auch mit einer anderen mail versucht, da auch keine Rückmeldung )

Ok, let's wait then for their response. (maybe they changed the process)

Meanwhile, I close this complaint as unresolved with status: waiting for the regulator's decision.

?zgün, please reopen the complaint when you get the final response from the regulator, and we will close the complaint accordingly. (or we will reopen the complaint after three months)

Dear ?zgün,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear ?zgün,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.