A nightmare..all money in my account taken out by the casino

[pinnit2015]

Don’t think there’s any department there that is concerned...

[Hkaris]

Already wondered I had to send all verification personal info to their general support email address or I could have sent it via chat!

[pinnit2015]

Mate, you need to work on the complaint - you're going to get nowhere with pinging them emails. GDPR does apply to non EU companies but the issue is in the enforcement of it and the fact many non EU countries will simply choose to ignore it....

Maybe the rep here @montecryptos can help you locate the transaction logs to assist with sorting it out.

Shouldn't take longer than, er, 3 seconds. 

[cocopop3011]

5 hours ago, Hkaris said:

Thanks for your input.more than welcome. Well I informed the administrators about this. I’m really puzzled what to do now....Too me it should be that if I have a complaint they should proof that I am wrong... it seems to be in reverse...

I think maybe @ValDes can bring this to a close now as to whether or not a resubmission of complaint would work? 

[ValDes]

Hi @Hkaris, 

As previously explained, it would be next to impossible for AG Complaints Team to provide any adequate review and investigation in this situation without the relevant gaming logs to prove your thesis for amassing the winnings without any bonus funds being involved in one stage or another. 

Now, if the operator is refusing to provide such gaming logs, please submit a new AGCCS case which I'm pretty sure will be accepted and processed immediately. In the meantime, I'm tagging the casino rep here who might be willing to share their stance on the matter. 

@montecryptos ?

[montecryptos]

Hello @all

Thanks for the follow up on that, with regards to the player history they have been informed about how they can view the logs on their own account, furthermore @Hkaris got back to us requesting that he can only see the last 500 actions and would like to see the full logs. The player has been contact with regards to the necessary contact information to resolve the issue. 

The issue here is that the player cannot see far back enough and not that anyone is unwilling to provide the information.

Thanks

[cocopop3011]

15 minutes ago, montecryptos said:

Hello @all

Thanks for the follow up on that, with regards to the player history they have been informed about how they can View the logs on their own account, furthermore @Hkaris got back to us requesting that he can only see the last 500 actions and would like to see the full logs. The player has been contact with regards to the necessary contact information to resolve the issue. 

The issue here is that the player cannot see far back enough and not that anyone is unwilling to provide the information.

Thanks

Excellent! So going forward @Hkaris You should now have the information you need to go further into your game logs, yes? 

[Hkaris]

@montecryptos

You forget that I am already asking for this information over one week. The VIP manager said to me that he forwarded the problem cq request to the concerned department. For one one week he is promising me every day that the department will contact me directly. This morning once again I asked him about the status and he said that they will inform me by the end of the day or latest tomorrow morning. Then about 1 hour later he sent me an email saying...he doesn’t have access to this information and advised me to send an email to the cashier.  I sent an email to the cashier and guess what....still no answer. Who is fooling who.? Please tell me! You give the intension that the problem is not with you because you are supposed to be willing? Tell me please, why did the VIP manager and some of your agents repeatedly ly to me?  Not just about this issue but also about my request for a new investigation. that never has been requested by the VIP manager as he told me. I have 100% proof for both  issues and can send you all concerned screenshots. It is clear to me that the casino has been playing me and let everyone  turn in circles. For me enough is enough!

[cocopop3011]

10 hours ago, Hkaris said:

@montecryptos

You forget that I am already asking for this information over one week. The VIP manager said to me that he forwarded the problem cq request to the concerned department. For one one week he is promising me every day that the department will contact me directly. This morning once again I asked him about the status and he said that they will inform me by the end of the day or latest tomorrow morning. Then about 1 hour later he sent me an email saying...he doesn’t have access to this information and advised me to send an email to the cashier.  I sent an email to the cashier and guess what....still no answer. Who is fooling who.? Please tell me! You give the intension that the problem is not with you because you are supposed to be willing? Tell me please, why did the VIP manager and some of your agents repeatedly ly to me?  Not just about this issue but also about my request for a new investigation. that never has been requested by the VIP manager as he told me. I have 100% proof for both  issues and can send you all concerned screenshots. It is clear to me that the casino has been playing me and Let everyone  turn in circles. For me enough is enough!

When did you send the email to the cashier? Let's give the rep a chance to reply and hopefully give a timescale as to when you can expect a reply from them.

[ValDes]

Alright... 

@Hkaris, your case has just been accepted and processed. Link here - MonteCryptos Casino - Stalling provision of gaming logs, confiscated €19,000 balance

Strongly encourage you limiting the discussions here and focusing on cooperating the AskGamblers Complaints Team instead. Sincerely hope you would do better than you did with our Support team in regards of your troubles attaching files. 

Good luck! 

[cocopop3011]

Good luck from me too!