The player from Romania had faced issues with withdrawal due to the casino's claim of a breach in terms and conditions related to currency swapping, which the player had denied. After the player had insisted, the casino returned his winnings and he requested a withdrawal. We had kept the complaint open until the player confirmed the successful withdrawal. The issue was eventually resolved, with the player having received his withdrawal and expressing his gratitude for the assistance.
Caibo Casino - Player’s winnings have been confiscated.
Amount: €160
Caibo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
i have deposited BNB with the welcome bonus, they gave me the bonus in BTC. I played for some hours, managed to finish my wager...got like 160 euro...when i wanted to withdraw the money are gone...they are saying i breached the terms and conditions for swapping currency but i DIDNT SWAPPED NOTHING ! I PLAYED WITH WHAT THEY GAVED ME AND THATS ALL. didnt swapped any currency or broke any terms and condition, i just deposited and after i just played games ! i want my winnings..
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11 months ago
Dear elithe,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the relevant communication between you and the casino 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
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11 months ago
after insisting with their support agents they gaved me back the winnings and now i ve requested a withdrawal...the support was kind enough after some convons to triple check the complaint..everything ok till now..waiting on the withdrawal
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11 months ago
Thank you for your reply, elithe. Alright. I would like to emphasize that it can take a few days to weeks for a casino to process a withdrawal. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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11 months ago
got my withdrawal !!! thank you for your help and also a big thank you to caibo support agents
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11 months ago
Dear elithe,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
