I have just registered at this casino and placed 50 euros with a deposit bonus. It went well, I even streamed everything live on Twitch.tv and when I met the wagering requirements I wanted to cash out 1700. As with every casino, of course I had to verify myself, which worked without any problems. In retrospect I received an email that 50 euros would be deducted again and the casino would be withheld plus 10 euros for the payment method via bank transfer .. I thought OK that is bold but still 1640 euros which then end up in the account. 2 days later, however, the email I would have already registered with the same IP and that the entire win was canceled because of it. Dear casino guru team, I assure you that I have not abused any rules and that I was a complete new customer there. The case is still ongoing. So far, after 2 further emails to the casino, I have not received a response or a proof or proof of the allegations.

Sincerely yours

Etienne

Ich habe mich neu in diesem casino angemeldet und 50 Euro mit Einzahlungsbonus platziert. Es lief gut, ich habe sogar alles live auf Twitch.tv gestreamt und als ich die Umsatzbedingungen erreicht hatte, wollte ich mir 1700 auszahlen lassen. Wie bei jedem Casino musste ich mich natürlich verifizieren was auch problemlos geklappt hat. Im Nachhinein erhielt ich eine Mail dass 50 Euro wieder abgezogen werdenund sich das casino einbehalten wird plus 10 Euro für die Auszahlmethode per bank transfer.. Da dachte ich mir OK dass ist schon dreist aber immerhin noch 1640 Euro die dann auf dem Konto landen. 2 Tage sp?ter allerdings die Email ich h?tte mich bereits mit der selben IP einmal angemeldet gehabt und dass der gesamte Gewinn deswegen storniert wurde. Liebes casino Guru Team, ich versichere Ihnen, dass ich keinen Regelmissbrauch betrieben habe und dort absoluter Neukunde war. Der Fall l?uft gerade noch. Bisher habe ich nach 2 weiteren Emails an das casino keine Antwort oder einen Nachweis bzw Beweis der Vorwürfe erhalten.

Mit freundlichen Grü?en

Etienne

Dear Etienne,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello and thank you very much for taking care of my problem with this casino. I can assure you with a clear conscience that I am the only user of this IP address. I only played on my mobile phone instead of the PC in between. I also informed mga about the incident and have legal protection insurance. So also looking for a lawyer ??

MfG Etienne

Hallo und vielen lieben Dank dass Sie sich meinem Problem mit diesem Casino annehmen. Ich kann Ihnen mit bestem gewissen versichern dass ich der einzige Nutzer von dieser IP Adresse bin. Habe lediglich zwischendurch über mein Handy statt dem PC gespielt. Habe auch die mga über den Vorfall informiert und bin rechtschutzversichert. Also auch gerade auf der Suche nach einem Anwalt ??

MfG Etienne

Thank you very much, Etienne, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Etienne,

I looked at your complaint and will do my best to help you. I would like to invite West Casino into this conversation.

Dear Casino, I would like to ask you for an evidence which shows that this player had multiple accounts. Please, send it to my email: [email protected].

Thank you very much, maybe you can put pressure on them together and achieve something. I don't want to let such a rip off sit on me. I have already talked to some known casino streamers and they have probably heard that from players who have the same problem as I do now. Maybe not everyone makes it public

Super vielen Dank vlt kann man denen zusammen ?ffentlichen Druck machen und was erreichen. So eine abzocke will ich ungern auf mir sitzen lassen. Habe bereits mit einigen Bekannten casino streamern geredet und das haben sie die Tage wohl ?fter geh?rt von Spielern die das selbe Problem wie ich jetzt haben. Macht vielleicht nur nicht jeder ?ffentlich

Hi there

The user complained on Ecogra and they will reach a conclusion in the near future about the case.

The legal department is providing the evidence to Ecogra this week and the case will for sure be concluded by Ecogra

To clarify, the system detected bonus abuse due to multiple IP addresses linked to players who claimed the exact same bonus for their first deposit.

T&C were breached and this is why the winnings were void.

@Casino Guru, should we send you the same evidence we send to Ecogra?

Regards,

Ed Blake

have to create the evidence or why does it take so long for them. These are scammers who are right to lie to you. Should the error and accusation have arisen because I played alternately on my PC and mobile phone ??? I can't explain it to myself .... I am really registered there for the first time ..

if they don't pay me my next vacation in Malta.

Then I'll give them powerful evidence. Those filthy scammers ... This just pisses me off.

müssen die die Beweise erst noch erstellen oder warum dauert das bei denen so lange. Das sind Betrüger die lügen sich einen zurecht. Sollte der Fehler und Vorwurf vlt entstanden sein weil ich an meinem PC und Handy abwechselnd gespielt habe??? Ich kann es mir nicht erkl?ren.... Ich bin wirklich das erste mal dort angemeldet..

sollten die mir das nicht zahlen wird mein n?chster Urlaub Malta.

Dann liefer ich denen mal schlagkr?ftige Beweise. Diese dreckigen Betrüger... Das macht mich einfach nur wütend.

Dear Casino,

please send me the evidence to my email: [email protected].

Hello

We will send you the evidence as soon as the reply is ready for Ecogra, the ADR body for MGA licensed Casinos.

They give us 10 working days, this is why we don't rush to reply @Etienne

Since they are the regulator, they will for sure also inform the player and the Casino about the decision.

However, @Casino Guru, we will send the evidence to you as well, it's not an issue.

Casinos have a hard time fighting against bonus abuse already. Moreover, we do not appreciate the last comments of the player who is falsely accusing us of 'creating evidence', 'scammers', ' filthy scammers'. And we do not approve the message, that's for sure.

It's a bit too much to allow such comments, if you ask me @forum rep. Just as a personal opinion.

I am happy with the freedom of speech, of course! As long as boundaries are not crossed.

Regards,

Ed *****

Yes, that just upsets me, I wanted to write something worse first, but then left it. The fact that I haven't flown there long ago is only due to the Corona crisis. I am the nicest dearest person. But if you try to kid me or treat me unfairly, my ass will burst. And then such people will get to know me too. I'll give you a letter and a seal on it. Something like that is dishonorable and scammers like this casino have no other deserve it. If they don't transfer my legitimate winnings to me, they'll get to know me. You are welcome to pass on like this. And that shouldn't be a threat now, but I'll do justice. And I have not insulted or threatened anyone, but every action has consequences. Since you have already written so derogatory above and completely ignored me before even with polite emails, their guilt reflects again.

Sincerely yours

Etienne *****

Ja das regt mich einfach auf ich wollte erst noch schlimmeres schreiben, Hab es dann aber gelassen. Dass ich nicht schon l?ngst da hin geflogen bin liegt nur an der Corona Krise. Ich bin der netteste liebste Mensch. Aber wenn man mich versucht zu verarschen oder mich ungerecht behandelt dann platzt mir der Arsch. Und dann werden mich solche Leute auch kennen lernen. Da geb ich Ihnen Brief und Siegel drauf. Sowas ist unehrenhaft und Betrüger wie dieses Casino eins ist haben es dann nicht anders verdient. Wenn die mir meinen rechtm??igen Gewinn nicht überweisen werden die mich kennen lernen. K?nnen Sie gern so weiter leiten. Und das soll jetzt keine Drohung sein aber ich werde Gerechtigkeit walten lassen. Und ich habe keinen Beleidigt oder gedroht aber jede Handlung hat Konsequenzen. Da sie ja oben schon so abwertend schreiben und mich vorher auch bei h?flichen emails komplett ignoriert haben, spiegelt deren Schuld wieder.

Mit freundlichen Grü?en

Etienne *****

Dear Casino,

still waiting for an evidence.

Hello Viliam

The required evidence was just sent.

Let me know in case anything else is required.

Regards,

Ed Blake

Dear Etienne,

Casino provided relevant proof that you had multiple accounts. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.