Unpublished casino - プレーヤーの賞金は没収されました。

I managed to unlock the welcome bonus of €500 no deposit and then I deposited €20 with skrill to enable the withdrawal method and requested withdrawal via skrill. Subsequently, the book blocked my withdrawal saying that I broke their internet rules (not true) and they asked me to fill out a written form for anti-money laundering and resubmit my documents with also my videoselfie. To this day I have never received an answer, the book has disappeared, I speak with internal contacts who say they no longer work for horuscasino and who, on the contrary, claim that I have been paid when it is not true. So, I don't know what to do today, it's been a year now and my hands are tied

Sono riuscito a sbloccare il bonus benvenuto di 500€ senza deposito e poi ho depositato 20€ con skrill per abilitare il metodo di prelievo e ho richiesto il prelievo tramite skrill. Successivamente il book mi ha bloccato il prelievo dicendo che ho infranto delle regole loro internet (non vero) e mi hanno chiesto di compilare un modulo scritto per l'antiriciclaggio e inviare nuovamente i miei documenti con anche un mio videoselfie. Ancora ad oggi non ho mai ricevuto risposta, il book è sparito, parlo con dei referenti interni che dicono di non lavorare più per horuscasino e che anzi, sostengono che io sia stato pagato quando invece non è vero. Quindi, non so cosa fare ad oggi, è passato ormai un anno e sono con le mani legate

Dear francescofm2000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you accumulated your winnings with a free chip (no deposit bonus)? Could you please advise if someone from your household or using the same IP address also used this bonus? Also, would you be so kind as to confirm you only created one account at this casino?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, I confirm what you wrote, I only used my personal account and with my connection. No one else connected with the same ip address to my personal account.

Furthermore, I add that yes, I made the free bonus withdrawable, but it was not possible for me to withdraw it, despite having sent and filled in the form with my anti-money laundering selfie video

Salve, confermo quello che hai scritto, ho usato solo il mio account personale e con la mia connessione. Nessun altro si è collegato con lo stesso indirizzo ip al mio account personale.

Inoltre, aggiungo che sì, ho reso il bonus gratuito prelevabile, ma non mi è stato possibile prelevarlo, nonostante avessi mandato e compilato il modulo con video selfie mio di antiriciclaggio

Thank you very much, francescofm2000, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello francescofm2000,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Horus Casino to join the conversation and participate in the resolution of this complaint.

Dear Horus Casino,

Can you please clarify what the player has done to cause the cancellation of the player's withdrawal? Was the verification process completed?

Kind regards,

Adam

Hello,

Thank you for your comments.

Please know that we have searched for the player in our database with his Player ID, Player e-mail and just in case with his Casino Guru username but we have found that the player is not and was never a part of Horus Casino. We couldn’t find any correspondence in chats or emails as well.

Let me quickly clarify that we never ask players for Video-selfies and we don’t make them fill a form of any kind for their withdrawals.

Can you please send us another email or username which you may have used to create an account in Horus Casino? Moreover, can you please provide us with a screenshot of the communication you had with a contact at Horus Casino?

I look forward to your reply.

Best regards,

Anton

Thank you for your response, Horus Casino.

Dear francescofm2000,

Can you please respond to the casino's statement and confirm your account details?

Kind regards,

Adam

Dear francescofm2000,

Please respond and confirm the details requested. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the specified timeframe this complaint will be rejected.

Kind regards,

Adam

Thank you for the response from both the CasinoGuru team and the Casino representative...

Once again Horuscasino proves to be a circus and it is no longer possible to deal with them, through their site it is no longer even possible to click on the "login" button ...

Anyway luckily, I managed to recover the emails I exchanged with the casino, when it was still working and moreover, as you can read, it says that the balance would be given back to me!

Ringrazio per la risposta sia da parte del team di CasinoGuru che dal rappresentate del Casinò...

Ancora una Volta Horuscasino si dimostra essere un circo e non è possibile più avere a che fare con loro, tramite il loro sito non si riesce più neanche a cliccare sul pulsante "accedi"...

Ad ogni modo per fortuna, sono riuscito a recuperare le email che mi sono scambiato con il casinò, quando ancora funzionava e oltretutto, come potete ben leggere, c'è scritto che il saldo mi sarebbe stato ridato indietro!

Hello,

thank you for your reply.

I am sorry to hear that you are having trouble receiving your casino winnings. 

However, I would like to clarify that our casino (www.horuscasino.com) is not related to the one that you’re referring to (www.horuscasino.it). That is also the reason why we couldn’t find your username or email on our database.

We are a completely different entity with no affiliation to them whatsoever.

It is important to note that we take matters like this very seriously, and we always make sure to pay our customers their rightful winnings. We value our customers and strive to provide a safe and secure gambling environment.

Best regards,

Anton

I also had the opportunity to speak with one of your consultants named "Carla" who is now completely gone and not at all helpful...

I don't know why I can't upload attachments here in the comments, I can't send the pdf of the sheet I was asked to fill in, anyway, you read the emails, now I'm trying to show you the result of having talked to one of their assistants

I am attaching here the video of the chat with Carla, in which I was told that the balance would be sent to me.

So now still you have the courage to tell me that I have no account with you dear Horuscasino?

You really laugh!!!

I want my money back immediately!

PS: Carla had also asked me to register with Bgame, which removed her from working for Horus, if necessary I'll send you the rest. Thanks again

Ho avuto modo anche di parlare con una vostra consulente di nome "Carla" che adesso risulta completamente sparita e per niente di aiuto...

Non so per quale ragione non riesco a caricare allegati qui nei commenti, non riesco a mandare il pdf del foglio che mi era stato richiesto di compilare, ad ogni modo, avete letto le email, ora provo a farvi vedere il risultato di aver parlato con una loro assistente

Allego qui il video della chat con Carla, in cui mi viene detto che il saldo mi sarebbe stato inviato.

Adesso ancora quindi avete il coraggio di dirmi che non ho nessun conto presso di voi caro Horuscasino?

Fate davvero ridere!!!

Rivoglio immediatamente i miei soldi!

PS: Carla mi aveva pure richiesto di registrarmi a Bgame, che l'hanno levata dal lavorare per Horus, nel caso in cui fosse necessario vi mando il resto. Grazie ancora

But how is it possible that you have no affiliation with them! You are making fun of me?

Can an ordinary person then open a betting site under the name of another bookmaker?

But please go!!!

Since it's your name and it's damaging your brand you should hurry up and fix the problem by contacting the body or person who launched horuscasino in Italy and give me my money back immediately!

Ma come è possibile ceh non abbiate alcuna affiliazione con loro! Mi prendete in giro?

Una persona qualunque allora può aprire un sito di scommesse con il nome di un altro bookmaker?

Ma per favore via!!!

Siccome è il vostro nome e sta danneggiando il vostro brand dovreste darvi una mossa e sistemare il problema, contattando l'ente o la persona che ha lanciato horuscasino in Italia e ridarmi immediatamente i soldi!

Dear francescofm2000,

The casino at www.horuscasino.it does, in fact, seem to operate separately from www.horuscasino.com, and has a different license and different rules.

I will therefore need to try to contact the correct casino in order to investigate your complaint.

Once I have received a response from them I will update here accordingly.

Kind regards,

Adam

Ok fine, thanks a lot Adam for your availability, I also attach here the number of another contact that was sent to me now by Carla. In fact, as you could see from the video I sent you earlier, Carla told me she no longer works with them and in turn sent me the contact of one of her former colleagues.

Ok va bene, grazie mille Adam della disponibilità, allego inoltre qui il numero di un altro contatto che mi è statog girato adesso da Carla. Infatti come avete potuto vedere dal video che vi ho inviato prima, Carla mi ha detto che non lavora più con loro e mi ha girato a sua volta il contatto di una sua ex collega.

Dear francescofm2000,

I have tried to make contact with the casino but no response at all. Upon review of their website, it seems possible that the casino is no longer active. I was unable to register, a lot of the buttons do not work and the games do not work (some of them link to youtube videos).

Can I ask you if you are able to view any of the games on the website and if it loads correctly for you?

Kind regards,

Adam

No, nothing's right anymore... they've completely disappeared, I sent here the number of the contact person who sent me but she doesn't answer me...

i really don't know what to do

No, non va più niente… sono completamente spariti, ho inviato qui il numero della referente che mi hanno girato ma non mi risponde…

non so davvero cosa fare

Dear francescofm2000,

Unfortunately, it seems that the casino in question is no longer operating, and certainly is not replying to our attempts to contact them.

I have also tried to contact other brands that appear to be under the same management but have not been able to get a response. I am afraid there is nothing more that we can achieve in this situation. I will mark the complaint as 'unresolved' in our system.

I recommend that you contact the Licensing Authority of the casino, Agenzia delle Dogane e dei Monopoli (adm.helpdesk@adm.gov.it) and submit a complaint to them. They may be able to obtain more information regarding what has happened. Please also let me know how they respond (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam