플레이어가 폐쇄된 계좌의 입금액을 회수하려고 합니다.

Good evening, I would like to request from the casino in question just the deposits made to offset the winnings for a total of 3000 euros.

It is a Curacao-based casino that does not have an AAMS license, and Italy (my country) considers it illegal.

Is there anything I can do? I also have an active self-exclusion in Italy, but this is not taken into account abroad.

I know it's an illness and I need to get help. But I would like to get back the money from these deposits (which would be just a small part of what I've spent in my entire life).

Thank you, regards.

Buonasera vorrei richiedere al casinò in questione solo i depositi effettuati a saldo delle vincite per un totale di 3000 euro.

È un casinò con sede a Curacao senza licenza aams che l'Italia(mio paese) etichetta come illegale.

Posso fare qualcosa? Ho anche un autoesclusione attiva in Italia ma all estero questo non viene tenuto in considerazione.

È una malattia e devo curarmi lo so. Ma vorrei indietro i soldi di questi depositi(che sarebbero solo una piccola parte di quelli che ho speso nella vita intera)

Grazie saluti

Dear Ciccio17,

Thank you very much for submitting your complaint. I’m sorry to hear about your situation and the challenges you are facing. I truly understand how difficult this must be for you, and I appreciate your courage in seeking assistance.

To better understand your case and determine how we might assist, could you please provide the following details?

• Have you ever informed the casino in question about your gambling problem or requested any form of self-exclusion from their platform?
• Could you clarify if your request for a refund is solely based on the casino operating without an AAMS license in Italy?
• Could you provide the exact URL of the casino website? This will help us identify the casino and review its terms and conditions, as well as any policies related to problem gambling or deposit refunds.
• Did you communicate with the casino regarding your situation and your request for a refund? If so, could you share any responses or correspondence you’ve received?

It’s important to note that while we can mediate on your behalf, refunding deposits often depends on whether the casino was made aware of your gambling problem and if they have specific policies in place for such cases. If the request is based solely on the casino’s licensing status, we may have limited capacity to assist.

If you have any relevant documentation, emails, or other communication that might help us with your case, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial to help us proceed with this case effectively. Without your input and the requested information, we won’t be able to move forward or advocate on your behalf.

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!