GoralBet Casino - Играчът оспорва резултатите от турнира и неотзивчивата поддръжка.

I participated in a tournament with a 200-euro prize for the first place, and they required a 295 entrance fee. However, the casino did not count my bets. I tried several times to send messages in the chat, but they did not respond. I waited so long that they disabled the chat due to inactivity. I also sent an email, but received no reply. I asked about the tournament rules and did not get any response. I made several bets, and the scoreboard did not update. The tournament ended, and no one was awarded a prize. The casino does not provide a list of winners or points, meaning they are cheating the players.

Participei de um torneio de 200 euros para o primeiro colocado, eles exigiam uma taxa de 295 para participar. Porém o Casino não contabilizava as minhas apostas. Tentei diversas vezes mandar mensagem no chat e não me respondiam. Eu esperava tanto que eles desabilitaram o chat por inatividade. Mandei mensagem por email também, porém não me responderam. Perguntei sobre as regras do torneio e não tive retorno. Fiz várias apostas e o placar não atualizava. O torneio acabou e ninguém foi premiado, não é disponibilizado no Casino a lista de ganhadores nem a de pontos, ou seja, estão roubando os jogadores.

Hello guimajo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GoralBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of games were you playing during the tournament? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi. My account hasn't been verified yet, as it was created on the same day I took part in the tournament, but the tournament in question didn't have any restrictions on that. As for the games, most of my bets were on Aviator and a few others on Gates Of Olympus. I haven't had any direct contact with the casino's support, because, as I mentioned, they don't reply to me. I would also like to say that no detailed rules have been established for this tournament.

Olá. Minha conta ainda não foi verificada, pois ela foi criada no mesmo dia em que participei do torneio, no entanto o torneio em questão não disponibilizava nenhuma restrição quando a isso. Quanto as jogos, a maior parte das minhas apostas foi no Aviator e algumas outras no Gates Of Olympus. Não tive nenhum contato direto com o suporte do Casino, pois, como mencionado, eles não me respondem. Além disso queria dizer que não foram estabelecidas regras detalhadas para esse torneio.

Here are some photos showing that I made the deposit and entered the contest, as well as some of the bets I placed.

Aqui tem algumas fotos comprovando que eu fiz o depósito e me inscrevi no concurso, além de algumas apostas que fiz.

Thank you guimajo for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello guimajo,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite GoralBet Casino to join the conversation.

Dear GoralBet Casino,

Could you kindly share the results of the tournament with us? How are the players notified regarding the winners of any prizes? Furthermore, could you explain why the player was unable to reach your support team?

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Thank you for all the provided information and evidence, GoralBet Casino.

Dear guimajo,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified. You have not met the qualifications for the tournament due to not satisfying all participation requirements. According to the tournament guidelines, a minimum bet of 117.00 BRL is necessary for qualification. The highest bet you placed was 25 BRL, which does not meet the criteria for tournament winnings. I strongly advise you to read and familiarize yourself with the rules regarding bonuses and tournaments to avoid similar situations in the future.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru