28Mars Casino - Player's winnings have been confiscated.

I play daily. I deposited $100 last night on 28MARS with no bonuses.ni started playing. As my balance increased I increased my bet. My balance was up to $16000. My bets were $20. I played it down to $12234 then hit withdrawal. The process started. It count back from 5 mins to 0:00. I checked my balance and it said $34 then the withdrawal was in the processing stage. So I was confident it was going through. I then received a message on live chat saying my withdrawal was rejected due to suspicious activity. Next message said that my balance was then forfeited. Which they replied due to suspicious activity on my account. I repetitively asked what the suspicious activity was and what stage of my playing this occured which then they said it was suspicious betting activity. And I broke the rules. As I said as my balance increased so did my bet amount. They refunded my original deposit of $100 into my account. They also said that my suspicious activity may lead into forfeiture of my next deposit and to exercise cautiously. They also said I manipulated the system into increasing my chances of winning. I have withdrawn on many occasions with no issues in the past

www.28mars.org

Dear 85kezz,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played?

Am I correct in understanding that during this entire gameplay, you have not activated any bonuses?

Please forward me the communication between you and the casino customer support regarding the forfeiture of your winnings at veronika.l@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for getting back to me so soon.

I play the slots and mainly on the jili platform.

I can confirm that no bonus was accepted during the gameplay.

I will send through an email with the conversation attached.

28 mars was happy to give me a rebate of $700 after forfeiting all my winnings

Thank you for letting me know. Your winnings were $12234, while the rebate is only $700. Are you satisfied with the rebate you received from the casino?

Definitely not. I would like the $12234 that the casino forfeited. I won that fair and square.

Thank you very much, 85kezz, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello. Are you able to help me collect my winnings from this casino?

Hello 85kezz,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official license. These casinos have accused the players of breaching rules but were not able to provide any real evidence. Additionally, the casino support has been unhelpful, just like in your situation. Unfortunately, it is uncertain whether we will be able to successfully resolve your complaint. Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite 28Mars Casino to join the conversation.

Dear 28Mars Casino,

Can you please provide more information along with supporting evidence on how the player allegedly breached the rules?

Is there anything I can do?

Dear 85kezz,

I understand your concerns. I have reached out to the casino team, but I have received no response from them. I've contacted them via live chat as well, but the live chat operator was not very helpful and was not able to provide any useful answers. I would wish to offer guidance regarding the subsequent steps; however, I regret to inform you that, based on our previous experiences in communication with such a casino's live chat, it appears that there is likely nothing that can be accomplished at this point.

While we hold a reputable "authority" status in the gaming industry and collaborate with numerous casinos to resolve player issues, regrettably, not all casinos are willing or able to cooperate with us in resolving complaints. I will still make an effort to obtain a reasonable response and evidence of the alleged rule violations from the casino team, but the likelihood of successfully resolving your issue is quite low without the casino's cooperation. I wish I had better news to share.

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.

Any luck?? I received the attached via live chat from the casino.

If it is marked unresolved. What happens to my winnings?? I just don't get them?

Dear 85kezz,

We sincerely strive to support players to the best of our abilities, yet we must acknowledge that our resources are not limitless. While Casino Guru is recognized as a significant player in the industry and works alongside various casinos to address player concerns, it is crucial to understand that we do not possess any legal authority over these establishments, as we are neither a licensing body nor a regulatory agency. I have made multiple attempts to engage with the casino, but unfortunately, I have not received a substantial response from their team. The only information I gathered was through live chat, which echoed the response you received, yet did not provide any evidence of rule violations. This situation does not align with the fair practices we advocate for in promoting a just gambling environment for both players and casinos. Regrettably, without the cooperation of the casino, our options are very limited.

Given that the casino operates without a valid license and does not utilize any Alternative Dispute Resolution (ADR) service, there is no gaming authority to turn to.

I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

To avoid similar situations in the future, I recommend choosing casinos based on their reviews and ratings and steering away from these casinos as they seem to belong to the same company.

I am sorry we couldn't be of more help this time.

Best regards,

Michal

Casino Guru