AlohaShark Casino - Player's winnings have been confiscated.

Since 9/13, my cash winnings of $3809 from the first deposit bonus at Aloha Shark Casino have been confiscated due to alleged IP address duplication.

This is fundamentally untrue as I have never used someone else's name or registered with the same smartphone.

I do have a screenshot as evidence that I played using a 5G network on my smartphone.

This isn't an issue with my game-play, but rather with the supposed IP address duplication. I have no way to prove the casino's claim and am considering filing a complaint with an independent authority.

I was playing slots with $4~5 per game.

Also, I have been playing on my own smartphone and the deposit was $600.

No evidence has been provided from their end.

Dear gasu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you provided any documents to verify your identity?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

No documents have been submitted and no requests have been made.

Thank you very much, gasu, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, gasu,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite AlohaShark Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear AlohaShark Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear gasu,

I tried to contact the casino repeatedly but without success. I am afraid there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - C.I.L. (Curaçao Interactive Licensing N.V.), and submit a complaint to them (info@curacaolicensing.com and/or helpdesk@curacaolicensing.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait several weeks for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru