The player from Canada had won .40 BTC ($17,000 USD equivalent) at anonymous-casino.com. As soon as the player had won, their account was disabled, and the operator had accused the player of fraudulent activity, but the player contested this. Despite never having requested a withdrawal before nor accepting any bonuses, their account remained disabled with the winnings still inside. We had contacted the casino to understand the reasons behind the account block but received no response. As the casino operated without a valid license and didn't refer to any ADR service, there was no gaming authority to turn to. Thus, the complaint had been marked as 'unresolved' in our system.
Anonymous Casino - Player's account disabled after substantial winnings.
Black points: 3622
Amount: $17,000
Anonymous Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 months ago
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2 months ago
Dear Sammy1,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Anonymous Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long have you been a player in the casino?
- Have you in the past issued a chargeback on a transaction in other online casinos to your knowledge?
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,
Tomas
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2 months ago
To answer your questions:
- Could you please advise how long have you been a player in the casino? I signed up on 02/02/2024.
- Have you in the past issued a chargeback on a transaction in other online casinos to your knowledge? No!
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2 months ago
Thank you very much, Sammy1, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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2 months ago
Dear Sammy1,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Anonymous Casino representative to join this conversation and participate in resolving this complaint.
Dear Anonymous Casino,
Could you please state why the player's account got blocked?
Thank you in advance for providing the information.
Kind regards,
Stefan
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2 months ago
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.
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2 months ago
I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
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