MadMax Casino - プレイヤーの賞金は没収されました。

The casino claims that I breached the T&C for the bonus given, playing slots that are forbidden.

To be honest, I do not recall playing these slots and the game history is not provided to me as requested.

All 1000 euros have been deducted from my balance.

Also:

• Terrible live chat service: too slow, unhelpful and with incomprehensible english
• Most slots do not operate
• Overall very shady organisation, DO NOT play at this casino

Hello pharalampo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus have you activated? Please, can post the bonus link here when replying. Do I understand correctly that you also don't have access to your game history anywhere in your player's account?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Dear Kristina,

Thank you for the fast response. I do not recall the exact bonus offer, but it was sent to me personally via email & SMS. It was over 200% as I remember.

I now have access to game history but it is impossible to navigate (around 620 pages of game sessions, very few entries per page)

I have already requested the casino to send me the chat transcript but there is nothing in my inbox yet.

If I am allowed to an opinion, I would say that the most fair thing to do would be to take half of my balance, because:

• There is no limitation joining any of the aforementioned slots that I am accused of playing. Also, a lot of slots did not operate at all.
• My major wins happened in slots that I was allowed to play.

With best regards,

Panagiotis

Thank you very much pharalampo for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Hello pharalampo.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear pharalampo.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. The casino has a very bad reputation on our site. In the future, I highly recommend you to choose the GR licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru