Dear All,
We appreciate your patience while this matter was being thoroughly reviewed once more.
We have conducted a comprehensive investigation into this case, ensuring that each of the player's claims has been carefully examined and addressed. While we do not agree with several of the statements made by the player, we appreciate the opportunity to respond to each of them and provide the relevant facts.
Please note that we are always open to communication and remain committed to assisting our players. Until a matter has been fully investigated, it is our responsibility to provide thorough and professional support. At the same time, when statements are made that do not accurately reflect the facts, we reserve the right to defend our position and present the evidence available to us. We do not accept the misrepresentation or manipulation of facts and will use all necessary means to defend our reputation and integrity.
We have reviewed the entirety of our communication with the player and carefully investigated the reported issues concerning Gates of Olympus and Grandprix 500.
Regarding Gates of Olympus, the casino carried out a full investigation in cooperation with the game provider. The disputed rounds were reviewed directly by the provider, who confirmed that no technical issues or malfunctions occurred on either the casino's or the provider's side. As such, no compensation is due, as no fault has been identified on our end.
We understand that technical inconveniences may occur, which is why we usually recommend standard troubleshooting steps and help our players to have a smooth experience.
The game provider confirmed the following, which was also communicated to the player, and they are fully aware of it:
1. All rounds initiated by the player were completed successfully without any errors or interruptions (including all disputed rounds and all rounds within the provided time range).
2. There are no records of incomplete, unsuccessful, or interrupted rounds.
3. Their review found no abnormalities affecting the player's gaming session.
Regarding Grandprix 500 and the Energy Joker Free Spins, this matter was also thoroughly investigated. Once again, no issues affecting the gameplay were identified.
As a goodwill gesture, despite no technical fault being found, the free spins were reissued on an alternative game. The player subsequently received and used those free spins.
We would also like to reiterate that the casino maintained continuous and active communication with the player throughout the entire process. Every concern raised was taken seriously and investigated accordingly. However, the investigations consistently concluded that no issues were found on the casino's side.
Furthermore, as an additional gesture of goodwill, the casino offered to refund the player's net losses in the amount of €168.11. This offer was declined by the player.
At the time the player's account was closed, there was no remaining account balance available for withdrawal or refund. The account closure was carried out in accordance with our Terms and Conditions, under which the casino reserves the right to close an account at its discretion and, where applicable, refund any remaining balance. In this instance, there were no remaining funds on the account.
To add to that, the issues raised with us regarding Gates of Olympus and Grandprix 500 were submitted at the beginning of this month. Only after the investigation had been completed and the results had been provided to the player was the player informed that the account had been closed. This addresses the player's statement that the account was closed because of the reported issues, which is simply not true. The issues were first reported on 3 June, while the account was closed on 19 June, after the investigations had been completed.
According to our rules, which are readily available for review at any time and which all players must read and accept prior to registration, we reserve the right to close an account at our sole discretion, without providing a reason and without prior notice. We have provided evidence to the AskGamblers team demonstrating that we acted fully in accordance with our Terms and Conditions and that the account closure was not intended to avoid responsibility. On the contrary, the reported issues were fully investigated and addressed before the account was closed.
We would also like to address the player's statement regarding pending deposits, as this is yet another factually incorrect claim.
The casino does not control the processing or approval of deposits, as these are handled by payment providers. Although deposits are generally credited promptly, processing times may vary depending on the payment method and the player's location.
In this case, the deposits were successfully processed, credited to the player's account, and subsequently used for gameplay. Therefore, the deposited funds were received in full and consumed by the player.
This is further supported by our Terms and Conditions under the Disclaimer of Liability, where players acknowledge that participation in gambling activities involves the inherent risk of losing deposited funds. As we have established that there were no issues with the investigated games, we consider these statements to be misleading and an attempt by the player to find grounds for a refund where neither any wrongdoing nor any basis for compensation exists.
In conclusion, every claim submitted by the player has been investigated thoroughly and with due diligence. Throughout the process, we remained available, cooperative, and transparent. The evidence simply does not support the player's statements.
We also note that several of the player's statements are inaccurate and unsupported by evidence. This is inconsistent with the AskGamblers Complaint Guidelines, which clearly state that accusations without valid evidence will not be tolerated and that providing false information or misleading evidence may result in sanctions on the platform.
Finally, we have already provided the AskGamblers team with all relevant documentation and supporting evidence demonstrating the extent of our investigation, our continuous communication with the player, and the factual circumstances surrounding this case.
We are confident that we have comprehensively addressed every aspect of the complaint and supplied sufficient evidence to support our position. As the matter has now been fully investigated and our final decision has been communicated several times, we are unable to offer any alternative resolution.
Accordingly, we consider this matter fully reviewed, resolved from our perspective, and closed.
Best regards,
BrunoCasino Team
