Codere Casino IT - プレイヤーの払い戻しが遅れています。

So I was playing scopa premio matto, when I won €12.50 in a tournament I played €10 at another table and I got an error message that I should report to the staff, I reported everything and they kept asking me for my username and email, telling me that they would be refunded, I did the same thing with a euro later and yesterday with €10 I still haven't seen the refund of my money and the live chat always tells me the same things

Allora stavo giocando a scopa premio matto, quando ho vinto ad un torneo 12,50 € ho giocato 10 euro ad un’altro tavolo e mi usciva scritto errore da comunicare allo staff, ho comunicato il tutto e mi chiedevano sempre user e email, dicendomi che mi sarebbero stati restituiti, ho fatto la stessa cosa con un euro dopo e ieri con 10 € ancora non ho visto il rimborso dei miei soldi e là chat live mi dice sempre le stesse cose

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you played on 3 different tables and all 3 resulted in errors?
• Could you please clarify the situation and support your complaint with screenshots?
• Could you please specify the dates of the incidents?
• Since you filed the complaint, were any bets either refunded or game rounds concluded?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

so I bet 5 euros on a table and I won 12.50, on another I bet 10 and it went out

but they still kept the money, after I bet a euro and it did the same thing to me, then I contacted the staff who always told me the same thing Yesterday I wrote again to the chat which agreed with me by telling me that the problem was with the provider

allora ho puntato su un tavolo 5 euro e ne ho vinti 12,50, su un altro ne ho puntato 10 e mi usciva

però comunque i soldi li hanno tenuti, dopo ho puntato un euro e mi faceva la stessa cosa, allora ho contattato lo staff che mi diceva sempre la stessa cosa ieri ho scritto di nuovo là chat che mi dava ragione dicendomi che il problema é del provider

Thanks for the detailed explanation.

• Did the casino provide you with a game history?
• Are there any records of the bet amounts and round results you have access to?
• Did the casino conclude the investigation in the meantime?

Please let me know.

He only gave me back €10

mi ha ridato indietro solo 10 €

Hello Carmine199898,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Do I understand correctly that the casino refunded your bet on a single table, but the bets on other tables were lost?

Please share the relevant communication between you and the casino on the topic with me. My email is tomas@casino.guru

Yes exactly only 10 euros

Sì esatto solo 10 euro

Are there any records of the 10€ bet and the bet result?

Do you have access to this information, or have you requested it from support?

Did you receive any results of the investigation of the issue from support that you might share with me?

Send any relevant evidence regarding the missing amount to my email at tomas@casino.guru

Dear Carmine199898,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru