SUPREMO Casino - 플레이어의 상금이 몰수되었습니다.

On 26/1 of 2022 I made a request to close my account. No one ever answered me my account remained open. I continued to make deposits and I continued to play, resulting in winning 14,000 euros. I made a withdrawal request and when they processed my request they sent me an email saying. (Your account has been closed as you requested on 26/1/2022 since then all deposits will be refunded and all winnings will be canceled) my account was open for five days and no one had ever dealt with it and as soon as they saw that I won 14,000 euros what It was in their interest to return my deposits and not the amount that was written in my account, that is, my profit. The request to close my account was made on 26/1/2022 and my account was closed on 31/1/2022. I can not get away with anything

Στις 26/1 του 2022 έκανα αίτημα για να κλείσει ο λογαριασμός μου. Δεν μου απάντησε ποτέ κανένας ο λογαριασμός μου παρέμενε ανοιχτός. Εγώ συνέχισα να κάνω καταθέσεις και συνέχισα να παίζω με αποτέλεσμα να κερδίσω 14.000 ευρώ. Έκανα αίτημα ανάληψης και όταν αυτοί επεξεργάστηκαν το αίτημα μου στείλανε ένα email όπου έλεγε. (Ο λογαριασμός σας έχει κλείσει όπως αιτηθήκατε στις 26/1/ 2022 από τότε όλες οι καταθέσεις θα επιστραφούν και θα ακυρωθούν όλα τα κέρδη) πέντε μέρες ο λογαριασμός μου ήταν ανοιχτός και δεν είχε ασχοληθεί ποτέ κανένας και μόλις είδαν πως κέρδισα 14.000 ευρώ αυτό που σύμφερε ήταν να μου επιστρέψουν τις καταθέσεις και όχι το ποσό που αναγραφόταν στον λογαριασμό μου δηλαδή το κέρδος μου. Το αίτημα να κλείσει ο λογαριασμός μου έγινε στις 26/1/2022 και ο λογαριασμός μου έκλεισε στις 31/1/2022. Δεν μπορώ να βγάλω άκρη με τίποτα

Additional comments from Panolas1984:

"They refuse to give me the amount I won and insist on losing it. They return the deposits logically. They do this because the amount is large and it suits them. From the day I made the request to close my account, my account remained for five days. "still active. And they closed him after they first saw that I had made a request for Withdrawal of 14,000 euros"

Additional comments from Panolas1984:

"Αρνούνται να μου δώσουν το ποσό που κέρδισα και επιμένουν στο χαμό γυρίσουν τις καταθέσεις πίσω λογικά το κάνουν αυτό γιατί το ποσό είναι μεγάλο και έτσι τους βολεύει. Από την ημέρα που έκανα το αίτημα για να κλείσει ο λογαριασμός μου ο λογαριασμός μου παρέμεινε πέντε ημέρες ακόμα ενεργός. Και τον κλείσαν αφού πρώτα είδαν ότι έχω κάνει αίτημα για Ανάληψη 14.000 ευρώ"

Dear Panolas1984,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Would you be so kind as to forward me your account closure requests? Do I understand correctly that the casino decided to refund those deposits that were made after asking for account closure?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

As I was searching my chat with the chat that shows exactly the amounts of withdrawals and the date my account closed I was surprised to see that there is no message in my personal email account. I sent a screenshot with the conversation because I had taken a screenshot and everything is clear. I do not know why they run this casino like that

Καθώς έψαχνα τη συνομιλία μου με το chat που φαίνεται ακριβώς τα ποσά των αναλήψεων και ημερομηνία που έκλεισε ο λογαριασμός μου έκπληκτος είδα ότι δεν υπάρχει κανένα μήνυμα στο προσωπικό μου λογαριασμό email. Έχω στείλει screenshot με τη συνομιλία γιατί τα είχα κάνει screenshot και φαίνονται όλα ξεκάθαρα. Δεν γνωρίζω το λόγο που διαχειρίζονται έτσι αυτό το καζίνο

Thank you for your emails, Panolas1984. Unfortunately, we have no capacity to go through all of the screenshots you sent to me. Would you be so kind as to only forward me your request to close the account? Thank you in advance.

I have sent you my whole conversation with the administrator of supremo. The messages are constantly deleted but I have saved them elsewhere and find them

Σας έχω κάνει αποστολή όλη μου τη συνομιλία με τον διαχειριστή της supremo. Συνεχώς διαγραφούν τα μηνύματα αλλά τα έχω αποθηκεύσει αλλού και τα βρίσκω

Thank you very much Panolas1984 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

But from what I understand, no one controls them. They do what they want. My incredible experience from this casino. They do not take responsibilities. I would not recommend it to anyone.

Μακάρι αλά από ότι κατάλαβα δεν τους ελέγχει κανείς αυτούς .κάνουν ότι θέλουν . Απίστευτη εμπειρία μου από αυτό το καζίνο. Δεν αναλαμβάνουν ευθύνες. Μακριά δεν θα το πρότεινα σε κανέναν.

Hi Panolas1984,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite SUPREMO Casino to the conversation to participate in the resolution of this complaint.

Unfortunately, they do not understand anything. The thing is that such a win a player is very difficult to see again I managed to win it and she cancel it. I'm very, very sorry

Δυστυχώς δεν καταλαβαίνουν αυτοί τίποτα . Το θέμα είναι ότι τέτοιο κέρδος ένας παίκτης είναι πολύ δύσκολο να ξαναδεί εγώ κατάφερα το κέρδισα και αυτή μου το ακυρώνουν. Λυπάμαι πάρα πάρα πολύ

Initially, Mr. A******u requested "PERMANENT" account closure via chat and was advised by Supremo’s customer service team to submit his request via email as per casino procedures. He did so by sending an email to his account manager but not including customer service leading to the delay of the closure request completion. During this delay Mr. A******u continued using the account and made the winnings in question. Responsible gambling is very serious and sensitive matter for us as a reputable casino. As a result, once we receive a "PERMANENT" account closure request we are obliged to comply with it. Due to the fact that the account closure flow is manual and requires extensive checks, it is possible that the player can continue using the service before the request is completed. While executing these checks, we have detected another account being operated by him in order to take advantage of bonus offers which is a clear violation of our Terms & Conditions which has since been closed too. In addition, as a matter of policy, we void all gameplay after the point of the initial RG closure request and refund any deposits made. We would like to stress that all actions performed on Mr. A******’s account are valid and in accordance with our license and Terms & Conditions. In case Mr. A******u believes that this is not the case we encourage him to submit an official complaint.

There is no other account you are lying to. And you owe me if my account was open to give me my winnings until the day it closed

Δεν υπάρχει κανένας άλλος λογαριασμός ψεύδεσαι. Και οφείλεις εφόσον ήταν ανοιχτός ο λογαριασμός μου να μου δώσεις τα κέρδη μου μέχρι την ημέρα που έκλεισε

You play clearly with the psychology of the world and you are not interested in anything else. This is the issue with your casino I have never encountered anywhere else such hatred of the customer and especially when it has profits. I'm sorry to know that I worked with you.

It would be good to take your responsibilities and not when you see a large amount to behave in such a way

Παίζετε καθαρά Με την ψυχολογία του κόσμου και δεν σας ενδιαφέρει τίποτε άλλο. Αυτό είναι το θέμα με το δικό σας καζίνο δεν έχω ξανασυναντήσει πουθενά αλλού τέτοια έχθρα προς τον πελάτη και ειδικά όταν έχει κέρδη. Λυπάμαι να ξέρετε πάρα πολύ που συνεργάστηκα μαζί σας.

Καλό θα ήταν να αναλάβετε τις ευθύνες σας και όχι όταν δείτε μεγάλο ποσό να συμπεριφέρεστε με τέτοιο τρόπο

And when I say take your responsibilities it means that I made a request to close my account on the 26th of the month, if you could not close my account on the 26th of the month and you closed it on the 31st, it is not my fault or that of anyone else who bets his money to you. It is your responsibility to keep the account open for five days after submitting my closing request

Και όταν λέω να αναλάβετε τις ευθύνες σας σημαίνει ότι έκανα αίτημα κλεισίματος του λογαριασμού 26 του μήνα το αν εσείς δεν μπορέσατε να κλείσετε το λογαριασμό μου στις 26 του μήνα και το κλείσατε στις 31 δεν σας φταίω εγώ και ούτε κανένας άλλος που στοιχηματίζει τα χρήματά του σε εσάς. Είναι δική σας ευθύνη που έμεινε ο λογαριασμός ανοιχτός πέντε μέρες από την υποβολή αιτήματος κλεισίματος μου

My lawyer just informed me that this particular betting supremo is not licensed to broadcast in Greece. Real joke now I understand what exactly is going on

Μόλις με ενημέρωσε ο δικηγόρος μου πως η συγκεκριμένη στοιχηματική supremo δεν είναι αδειοδοτημένη για να εκπέμπει στην Ελλάδα. Πραγματική κοροϊδία τώρα καταλαβαίνω τι ακριβώς γίνεται

Hi all,

Thank you for your replies.

Dear SUPREMO Casino team,

Could you please forward the original email/message from the player asking for permanent account closure to my email address (peter.m@casino.guru)? Thank you.

Hello Peter,

Hope all is well and thank you for your help in trying to resolve the matter.

Please note that we cannot share this correspondence with third parties as it will put us in data breach situation.

Mr. A******u should have this email in his sent folder and should be able to provide it if he wishes.

Have a lovely day.

Please, what is being done is dishonorable ... Pass the profits to my account. It is not possible for an entire company to stick to 14,000 euros. And to create such problems without existing. Please pay me to end the case

Παρακαλώ πολύ είναι άτιμο αυτό που γίνεται... Περάστε μου τα κέρδη στο λογαριασμό μου. Δεν είναι δυνατόν ολόκληρη εταιρεία να κολλάει σε 14.000 ευρώ. Και να δημιουργεί τέτοια προβλήματα χωρίς να υπάρχουν. Παρακαλώ πολύ πληρώστε με για να τελειώνει η υπόθεση

I have made so many deposits and I have not even received a deposit bonus. I once asked for a cash bonus. I never told you anything. You spend my money normally. Finally give what I have to get, that is, my profits

Εγώ έχω κάνει τόσες καταθέσεις και δεν έχω πάρει ούτε μπόνους κατάθεσης. Μία φορά ζήτησα μπόνους χρηματικό. Δεν σας είπα ποτέ τίποτα. Τα χρήματά μου τα περνάτε κανονικά. Δώστε επιτέλους αυτό που πρέπει να πάρω δηλαδή τα κέρδη μου

Dear Panolas1984,

Please forward the original email/message you sent to the casino asking for permanent account closure to my email address (peter.m@casino.guru).

I have sent you the whole conversation and all the requests

Σας έχω στείλει όλη τη συνομιλία και όλα τα αιτήματα

Thank you Panolas1984 for the forwarded emails.

Dear SUPREMO Casino team,

Since the player didn't ask for a self-exclusion due to a gambling problem and just simply wanted his account to be closed (this happens very often), I will have to discuss the matter internally. Secondly, when was the account closure applied? Was it on 31/1/2022? Could you please send me evidence supporting the claims of multiple accounts (peter.m@casino.guru)?

Hi Peter,

Thank you for the update. In line with our responsible gambling obligations, we assess all closure requests for indications of self-exclusion intent and if we feel that the contact meets the threshold for self-exclusion then we will self-exclude the customer.

Evidence of multi-accounting will inevitably include a customer's personal information and providing this to you does not fall under the outlined use cases as defined in our privacy policy: https://supremo.com/en/privacy-policy

If the customer wishes, he can request this information from us directly and then choose to share it with you.

Have a good day ahead.

What are the multiple accounts I do not understand yet please if there is such a thing send me my e-mail to see why I do not know. If you have a financial problem and you can not pay the people you can say it in public but not and make me a liar. Please email to my email account the multiple accounts you say

Ποιοι είναι οι πολλαπλοί λογαριασμοί δεν έχω καταλάβει ακόμα σας παρακαλώ πολύ αν υπάρχει κάτι τέτοιο στείλτε μου στο e-mail μου για να δω και εγώ γιατί δεν γνωρίζω. Αν εσείς έχετε κάποιο πρόβλημα με το οικονομικό και δεν μπορείτε να πληρώνετε τον κόσμο μπορείτε να το πείτε δημόσια όχι όμως και να βγάζετε εμένα ψεύτη. Παρακαλώ πολύ στείλτε στον λογαριασμό μου email τους πολλαπλούς λογαριασμούς που λέτε

Dear SUPREMO Casino team,

This is an interesting approach, I wonder if it would work the same way if the player lost money? Because it mostly doesn't. Since the whole self-exclusion process took 5 days which is a little bit too long and the player didn't mention any gambling problems, we are convinced that the winnings should get paid in full. However, let's see about the multiple accounts claims first.

Dear Panolas1984,

Please forward the evidence to my email address when you receive it, thank you.

Have a nice day. Please supra mocassino send me the receipts for the multiple accounts because I have no idea. Surely this particular company left me betting and would have left me until now if I did not have these profits

Καλή σας μέρα. Παρακαλώ τη supra mocassino να αποστείλει στο e-mail μου τις αποδείξεις για τους πολλαπλούς λογαριασμούς διότι δεν έχω ιδέα. Σίγουρα η συγκεκριμένη εταιρεία με άφηνες στοιχημάτιζα και θα με άφηνε έως και τώρα εάν δεν είχα αυτά τα κέρδη

Supremo casino sorry

Supremo casino συγνώμη

Dear SUPREMO Casino team,

Please provide the required evidence to Panolas1984.

Hello Peter,

Kindly note that information was emailed to Mr. A******u earlier today.

Have a lovely evening.

Please note that you have made a mistake and have not sent any related accounts. I suggested to a friend to make an account and play on your page while he was at my house. And that's because he asked me where to bet. You are confused somewhere and you can not judge like that without controlling it. Did you talk to that account? I have absolutely nothing to do with the account you mention. Please end my misunderstanding, return the money to my bank account, I have won it and it belongs to me and leave the excuses for not paying

Παρακαλείστε να σημειώσετε πως έχετε κάνει κάποιο λάθος και δεν έχετε στείλει λογαριασμούς που να σχετίζονται μεταξύ τους. Πρότεινα σε κάποιον φίλο να κάνει λογαριασμό και να παίξει στη σελίδα σας ενώ ήταν σπίτι μου. Και αυτό γιατί με ρώτησε πού να στοιχηματίσει. Κάπου μπερδεύεστε και δεν μπορείτε να κρίνετε έτσι χωρίς να το ελέγξετε. Μιλήσατε με τον συγκεκριμένο λογαριασμό? Εγώ δεν έχω απολύτως καμία σχέση με τον λογαριασμό που αναφέρετε εσείς. Παρακαλώ πολύ για να τελειώνω παρεξήγηση επιστρέψτε μου τα χρήματα στον τραπεζικό μου λογαριασμό τα έχω κερδίσει και μου ανήκουν και αφήστε τις δικαιολογίες για να μην πληρώσετε

It is a shame because you are a whole company and you are looking to find every excuse without having researched without having seen the identification of the accounts if they are genuine or anything else and not to admit that you have made a mistake. And even greater shame is that you can not pay the players who play when they win large sums for this very reason they should not allow you to provide your games to the world. I bet my money and I demand that my winnings be returned are 13790 euros and I want them immediately because they belong to me

Είναι ντροπή γιατί είσαστε ολόκληρη εταιρεία και ψάχνετε να βρείτε την κάθε μία δικαιολογία χωρίς να έχετε ερευνήσει χωρίς να έχετε δει την ταυτοποίηση των λογαριασμών αν είναι γνήσια ή οτιδήποτε άλλο και να μην αποδέχεστε ότι έχετε κάνει λάθος. Και μεγαλύτερη ντροπή ακόμα είναι ότι δεν μπορείτε να πληρώσετε τους παίκτες που παίζουνε όταν κερδίζουν μεγάλα ποσά για αυτόν ακριβώς το λόγο δεν θα έπρεπε να μην σας επιτρέπουν να παρέχετε τα παιχνίδια σας στον κόσμο. Εγώ ποντάρισα τα χρήματά μου και απαιτώ να επιστρέψουν τα κέρδη μου είναι 13790 ευρώ και τα θέλω άμεσα γιατί μου ανήκουν

Dear Panolas1984,

The evidence provided by the casino is insufficient. Based on the following casino's statement I suggest you submit an official complaint and keep me updated.

"Full account investigation with patterning and additional evidence of the linkages between the accounts can and will be provided in case of submission of official complaint."

Would you please tell me where I can make a formal complaint about this particular casino because I will also ask for mental anguish because I have suffered so much and I am about to get depressed. If you want, tell me exactly where I can file a complaint about them because my lawyer told me that we can seize them in the account up to 40,000 Euros. I just want to know if you know better than I can to complain. Thank you for dealing with my issue

Θα θέλατε σας παρακαλώ πολύ να μου πείτε πού μπορώ να κάνω επίσημη καταγγελία για το συγκεκριμένο καζίνο γιατί θα ζητήσω και ψυχική οδύνη γιατί έχω ταλαιπωρηθεί πάρα πολύ και κοντεύω να πάθω κατάθλιψη. Αν θέλετε πείτε μου πού ακριβώς μπορώ να κάνω καταγγελία για τους συγκεκριμένους γιατί ο δικηγόρος μου μου είπε ότι μπορούμε να τους κάνουμε κατάσχεση στο λογαριασμό έως και 40.000 Ευρώ. Απλά θα ήθελα να μάθω αν ξέρετε και εσείς καλύτερα που μπορώ να κάνω καταγγελία. Σας υπερευχαριστώ που ασχοληθήκατε με το ζήτημα μου

I kindly ask supremo casino to proceed with the Withdrawal of the amount which amounts to 13790 euros. Friendly and end the matter as it is. Otherwise I will go to court and ask that I am entitled all this time with all this trouble that this company has caused me. I am now afraid to put my money in any company because with what they caused I consider that everything is a lie

Παρακαλώ πολύ την supremo casino να προχωρήσει στην Ανάληψη του ποσού το οποίο ανέρχεται στα 13790 ευρώ. Φιλικά και να λήξει το θέμα ως έχει. Αλλιώς θα το πάω δικαστικώς και θα ζητήσω ότι δικαιούμαι όλο αυτόν τον καιρό με όλη αυτήν την ταλαιπωρία που μου έχει προκαλέσει η συγκεκριμένη εταιρεία. Φοβάμαι πλέον να βάλω τα χρήματα μου σε οποιαδήποτε εταιρεία διότι με αυτό που προκάλεσαν θεωρώ ότι είναι όλα ψέματα

Dear Panolas1984,

According to the casino's T&Cs, you should submit a complaint to the email address below (support@supremo.com).

"22. Complaints and dispute resolution

We hope that Players have a positive experience with us but should Players wish to raise a complaint, they should contact the customer services team by email at support@supremo.com on who will do all they can to resolve the issue to the Player’s satisfaction."

When you do that, please ask the casino for the "full account investigation with patterning and additional evidence" as mentioned by the casino's support.

Thank you very much for addressing my issue

Σας ευχαριστώ πάρα πολύ που ασχοληθήκατε με το ζήτημα μου

No problem, let me know when you receive the full evidence.

Yes sure . I sent an email and I made a complaint. I hope everything goes well and the issue ends

Ναι βέβαια . έστειλα email έχω κάνει και καταγγελία . ελπίζω να πάνε όλα καλά και να τελειώνει το θεμα

Dear Supremo Casino team,

When I asked for evidence, you stated that you can't provide it to me and that you can only provide it to the player. In the first response, there was the following statement:

"It is clearly visible that the two accounts change matching IPs at the same time. Furthermore, the IPs in question lead to 3 different provides. Kindly note that this relation on its own is clear violation of our terms and conditions.

Full account investigation with patterning and additional evidence of the linkages between the accounts can and will be provided in case of submission of official complaint."

So basically you mentioned 2 accounts (not displayed here due to personal information) and that's it. There is nothing clearly visible in the message from you. When the player asked you for the so-called "full account investigation with patterning and additional evidence of the linkages between the accounts" he received the following message:

"Please note that we have reviewed your case and conclude that it was handled according to our T&Cs. You were already provided with the information we can disclose. Our decision is final."

So my question is, where exactly is the additional evidence?

Because I do not have two accounts and the account they say is of a friend of mine that I suggested I make an account with this company and he played from my house. I would suggest if supremo casino is a serious company. To contact both accounts at the same time to find out how the situation is. And not to hide behind their finger when it is to pay an amount of 13790. I have already sent mail I have complained and if by tomorrow morning I have not answered whether they will send me my money back I will put the my lawyer and I will sue and ask for anything extra I am entitled to. My lawyer is adamant that I am 100% right. I would like this company to give an answer immediately. Or to publish all this discussion we have to understand the people who have to put their money. I am very sorry that there are states that allow such companies to fool the world.

Επειδή εγώ δεν έχω δύο λογαριασμούς και ο λογαριασμός που λένε είναι ενός φίλου μου που του πρότεινα εγώ να κάνω λογαριασμό στην συγκεκριμένη εταιρεία και έπαιξε από το σπίτι μου. Θα πρότεινα αν η supremo casino είναι σοβαρή εταιρεία. Να επικοινωνήσει και με τους δύο λογαριασμούς ταυτόχρονα για να εξακριβώσει το πώς είναι η κατάσταση. Και όχι να κρύβονται πίσω από το δάχτυλό τους όταν είναι να πληρωθεί ένα ποσό της τάξεως των 13790. Εγώ ήδη έχω στείλει mail έχω κάνει καταγγελία και αν έως αύριο το πρωί δεν έχω απαντήσει για το αν θα μου στείλουν τα χρήματά μου πίσω θα βάλω το δικηγόρο μου και θα κάνω μήνυση και θα ζητήσω οτιδήποτε extra δικαιούμαι. Ο δικηγόρος μου είναι κατηγορηματικός ότι έχω 100% δίκιο. Θα ήθελα παρακαλώ η συγκεκριμένη εταιρεία να δώσει μία απάντηση άμεσα. Ή να δημοσιευθεί όλη αυτή η συζήτηση που έχουμε για να καταλάβει ο κόσμος που πρέπει να βάζει τα χρήματα του. Λυπάμαι πολύ πού υπάρχουν κράτη και επιτρέπουν σε τέτοιες εταιρίες να κοροϊδεύουν τον κόσμο.

We would like to ask Supremo 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

This site scout gave me to understand that I will not bet again on any company that is not licensed in Greece. Before joining any company I will check 10 times which one is and which one is not because it seemed to be. Please, I would like to publish all the posts of the conversation so that people can give them a lesson because I believe that the worst thing for such companies is defamation. They should not have been extended to 7 more days, please post the comments very immediately. They illegally seized my profits. I have already made a formal complaint. It is now in the hands of my lawyer and I will demand even mental anguish

Αυτή η ιστοσελίδα προσκοπικά μου έδωσε να καταλάβω πως δεν θα ξανά στοιχηματίσω σε καμία εταιρεία που δεν είναι αδειοδοτημένη στην Ελλάδα. Πριν μπω σε καμία εταιρεία θα τσεκάρω 10 φορές ποια είναι και ποιά όχι γιατί αυτή έδειχνε ότι είναι. Παρακαλώ πολύ θα ήθελα τη δημοσίευση όλων των αναρτήσεων της συνομιλίας για να τους δώσει ο κόσμος ένα μάθημα γιατί πιστεύω ότι ότι χειρότερο υπάρχει για τέτοιες εταιρείες είναι η δυσφήμιση. Δεν έπρεπε να τους παρατείνεται σε 7 ημέρες ακόμα σας παρακαλώ πολύ άμεσα την ανάρτηση των σχολίων. Δέσμευσαν παράνομα τα κέρδη μου. Εγώ ήδη έχω κάνει επίσημη καταγγελία. Τώρα πλέον είναι στα χέρια του δικηγόρου μου και θα απαιτήσω μέχρι και ψυχική οδύνη

Dear Panolas1984,

I'm afraid I won't be able to help you with this one. At first, the casino wrongly applied the self-exclusion tool and later came with an accusation of multiple accounts. Since no relevant evidence was provided to support this claim and considering that the casino stopped responding, it makes an impression that the casino is simply trying to avoid paying you your winnings. The complaint will become unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino reconsiders its decision, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter