Saint90

Germany

What do you mean with "use an ADR"?

I honestly don’t understand this response. I have explained several times what evidence Casino Guru received, provided the link, and I’ve now attached screenshots again. So it’s clear what evidence I’m referring to. I understand that AskGamblers conducts its own investigation and receives evidence independently. But that doesn’t make the issue I’m raising irrelevant. I have shown that the evidence presented to Casino Guru appears to be technically impossible, and I’m simply asking you to double-check your own case in light of that information. Logically, there are only two possibilities: You received the same evidence as Casino Guru. In that case, the issue I raised about that evidence needs to be addressed. You received different evidence. In that case, shouldn’t the obvious question be why the casino submitted different evidence regarding the same alleged duplicate account to two different complaint services? I’m not asking you to disclose confidential evidence to me. I understand that you can’t do that. But simply saying that what happened at Casino Guru has “nothing to do” with your case doesn’t answer the issue at all. If I’m missing something here, please explain it to me, because I genuinely don’t see how this concern can simply be dismissed as irrelevant.

@cocopop3011 I didn’t realize you hadn’t seen the evidence yourself — I must have missed that, sorry. I assumed you had, since you’re in contact with the Complaints Team. But that still doesn’t change my point. Either AskGamblers received the same evidence as Casino Guru — and I’ve already explained several times what was shown there and why it doesn’t make sense — or they received different evidence. If the evidence is different, then that raises another obvious question: why would the casino submit different evidence to two different mediators regarding the same case? And just to be clear, I’m not asking you or the Complaints Team to tell me whether the evidence is the same or what exactly it contains. You don’t need to disclose that to me. But logically, it has to be one of those two possibilities, and in either case there are still obvious questions that remain unanswered. I don’t think it’s unfair or unreasonable to ask the Complaints Team about that. I’m not asking for anything beyond the scope of AskGamblers. I simply know what evidence was submitted to Casino Guru and what the accusation against me is, so I hoped this could at least be clarified internally. If I’m misunderstanding something again here, then honestly, I don’t know what to think anymore. From my perspective, the logic behind what I’m saying seems pretty clear, and I genuinely don’t feel like I’m being unreasonable here.

@Blackjax I wrote them both again. But i 100% assure you they wont answer.

@cocopop3011 Since you are completely standing your ground and insisting that no mistake was made, I can only assume that you received different evidence from the casino. Because there are really only two possibilities: Either you received the same evidence as Casino Guru — in which case I genuinely cannot understand your reaction here at all, because it makes absolutely no sense. Or you received different evidence — but then the obvious question is why the casino submitted two different sets of evidence in the first place. Either way, something clearly does not add up. But if there is no willingness to look into this any further, I will accept that and know what to expect in the future. I also hope everyone reading this can draw their own conclusions. Thank you.

But there is no way of contacting them if they completely ignore my E-Mails.

@cocopop3011 Okay, and if you are in contact with the AskGamblers Complaint Team, could you please let me know whether the evidence they received is the same evidence that Matej said he received from the casino in the Casino Guru complaint? I mean, if it is the same evidence, then I already know what it contains anyway, so I don't see how confirming that would breach anything. If the evidence is different, you can simply tell me that it is different. Because if it is indeed the same evidence, then I honestly don't understand all this back and forth.

I would actually accept this. But there is no way the casino is going to give me anything. They are constantly ignoring me and are obviously lying here in order to avoid paying out any winnings at all.

@cocopop3011 I think it is perfectly reasonable to expect that when important issues regarding a complaint are being discussed here on the AskGamblers forum, someone from the Complaints Team might actually take a look at the discussion and review the situation. If the evidence provided to AskGamblers is the same as the evidence that was provided to Casino Guru, then surely it is reasonable for me to expect that the case should be reviewed again. I genuinely do not understand why this point seems so difficult to understand. I am not expecting AskGamblers to enter into any kind of legal dispute with SpinHub Casino. I am fully aware that AskGamblers acts as a mediator. However, if potentially false or technically impossible evidence is accepted without proper verification, and this may not only mislead me but also other players who rely on the outcome of these complaints, then surely I am entitled to question that. So, is it really not possible for someone from the Complaints Team to get in touch with cocopop3011, briefly discuss the case, and verify whether the evidence provided to AskGamblers is in fact the same evidence that was reviewed by Casino Guru? That is all I am asking for.

@cocopop3011 If it turns out that AskGamblers received the exact same evidence as Casino Guru, and that this evidence shows that it was not even technically possible for me to have created the alleged duplicate account, then I would at least expect the complaint to be marked as unresolved and for this to affect the casino’s rating accordingly. In my opinion, this is exactly what a complaint platform is there for. I am not asking for anything unreasonable. I am simply asking that the evidence is reviewed properly and that the outcome reflects the facts of the case.

@cocopop3011 I do not have the casino’s evidence myself, because it was never shared with me directly. However, Matej from Casino Guru reviewed the evidence and stated in the complaint that there were spaces in the email address. Since he actually saw the evidence, I have to take that at face value. I can only rely on what the mediator who reviewed the evidence reported. I also assumed that the AskGamblers complaint team received the same evidence from the casino as Casino Guru did. Therefore, I assumed that the same issue with spaces in the email address would also appear in the evidence submitted to AskGamblers. If the casino sent different evidence to AskGamblers than they sent to Casino Guru, then I may have misunderstood that point. However, that would raise another question for me: why would the casino provide different evidence in the same case to different mediators? If the evidence is the same, then I honestly do not understand why this issue is not being treated as highly relevant. The casino cannot simply accuse me of having a duplicate account without providing proper evidence. And if the evidence they provided contains an email format that was tested and found to be impossible to use in their own registration system, then I believe this is a serious problem that should not be ignored.

@formerPokerpro They ended the complaint as unresolved because, as I said, the casino’s alleged evidence was effectively impossible. The claim was based on an email address with spaces in it, but Casino Guru tested this and confirmed that creating an account with such an email address was not possible in their system.

The email address is my private email address, so I will not post it publicly here. The issue is that the second account was apparently created using exactly the same email address, but with spaces inserted into it. A Casino Guru employee tested this and confirmed that the system does not even allow an account to be created with an email address in that format. That is exactly the problem: if such an account cannot technically be created in the first place, then the casino’s claim about this second account simply does not add up. In my view, this also clearly shows that the information provided by the casino was false.

@cocopop3011 @Afi4wins I’m sorry, but I don’t really understand this position. I’m not expecting you to “fight” the casino or force them to pay me. But I do think it is reasonable to expect your platform to reflect the facts and warn users when there is serious evidence that a casino has made false claims and refuses to pay winnings. Casino Guru and Matej have already demonstrated that the casino’s claim regarding the account/email issue does not make technical sense. I have pointed this out several times. Simply saying that “nothing can be done” therefore seems factually wrong to me. You may not be able to recover my money, but you can publicly reflect what happened, warn other players, and take this information into account when rating the casino on your website. That is exactly what I would expect from a platform whose purpose is, at least in part, to protect players.