Anonymous Casino - Player’s account has been closed after a large win.

I deposited about 5k on August 4th and won about 54K, I requested a cash out for 19 ETH which is about $49,000. In the past they always paid. This time when I went back to check on the status they had closed my bookmarked account and removed the game I won on "Cleo's Book/ Belatra" from their website. My win shows up in top wins as #16 in top wins from Belatra so I know it's legit. They know who I am, ive played there 7 years, Brian K.

Dear Bckorth2525,

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 the situation.

Have you received any emails from the casino after your account was blocked?

Did you communicate with customer support about the reason why your account was closed?

Did you accumulate your winnings with or without an active bonus?

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

Yes I have received 4 emails back from them. At first they just acknowledged that there was an issue and said they will look into it. The last email they said they were checking with Belatra. I have all the emails saved in a folder. No I do not play with bonuses, I definitely did not have a bonus. I also emailed Belatra yesterday explaining the situation since Belatra maintains a top 20 "Biggest Wins" database that is accessible on a lot of the casino skins.

Thank you for your reply. Please forward all communication between you and the casino's customer support that could be relevant to investigating your case. This includes screenshots, chat transcripts, or emails. If you have any other evidence that you believe is important, please feel free to include it as well. You can send everything to veronika.l@casino.guru. I look forward to receiving your email soon.

I forwarded you some of the emails between myself and anonymous support, and I also contacted the game provider (Belatra)

Anonymous casino knows who I am and they know I won that money fair and square. They are just stalling saying they are investigating.

I play that same game 90% of the time and always purchase the bonus round for 100x the bet size.

I've done it for years.

Thank you very much, Bckorth2525, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Bckorth2525,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Anonymous Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked? What happened with disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Can you also prove where the disputed winnings were accumulated, in which exact game, and an official statement from the respective provider regarding the issue (since the casino informed the player that the provider is investigating it) - if anything from the user's winnings should be confiscated?

If it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Bckorth2525,

I am in contact with the casino, and I received some information:

• You should have been informed about the joint investigation with the game provider about your winnings
• At the time the casino sent me the email, the investigation was almost over (a few days ago)
• The casino is keeping in touch with you

Since the casino does not have any casino representative account in our system, I am working with them on setting it up so they can reply directly here. Until then, can you please provide me with an update? Is there any progress? Was the investigation finished, or, have you already received any news or updates from the casino? If so, can you please forward it to my email (branislav.b@casino.guru) or post it here as screenshots?

If I have any news earlier than the casino's account is set up or they are able to reply in the thread, of course, I will inform you.

They have been in contact with me only after I email them. They've told me for weeks "the investigation" is almost over. The last thing they said was they are waiting to hear from a gambling addiction specialist.

I've played there 7 years and have also gone years without playing with them. I emailed them yesterday and said I don't care about gambling at their casino as I am now taking a break from gambling because I'm back in college, I just wanted my money that I won over 5 weeks ago. It's reassuring they are in touch with you.

but let me be clear about this- I requested the cash out Aug 5th. They then removed my account and the game I was playing from the server. For over 3 weeks they didn't say anything about an investigation and I was forced to send dozens of emails to get a response. They only started taking this seriously after I found out they are licensed through Softswiss which took me 10 hours of detective work to find out. At that point I said I'd complain to SoftSwiss and they started contacting me on a regular basis and being more transparent. This casino has always paid me my winnings in the past and this incident is very troubling.

Now in the meantime I've lost 12K on the same game at a different casino and nobody is investigating.

they paid me in full yesterday. Thanks for your help

Great news, Bckorth2525!

Thank you for confirmation and for using the Casino Guru complaint resolution centre, additionally, I am sincerely sorry for your loss at a different casino - it is not an insignificant amount at all.

As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Although only outside the thread, thanks also to the Anonymous Casino team, for their help and cooperation.

Best regards,

Branislav, Casino.guru