The player from Japan has been informed that his account will be suspended, and winnings voided as the casino is closing. Only a refund of the deposit was offered. The player confirmed that the initial deposits were already paid out. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Casino Elevate - Player’s account has been suspended and winnings confiscated.
Black points: 412
Amount: $760
Casino Elevate
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Casino Elevate has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
hi 
I didn't violate any rules, but my account was frozen and my winnings were confiscated. The reason is that the casino is closing. I had to forfeit my winnings because the casino is closing. I will get my first deposit back, but all my winnings were forfeited. This is unacceptable.
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2 years ago
Dear htag133,
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. Could you please advise when was the last time when you succeeded in accessing your casino account? Was your account previously verified? How much were your last deposit and actual balance at the time of the account closure, please?
If there's any relevant communication, please forward it to petronela.k@casino.guru.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Thank you very much, htag133, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.
PS: I have corrected the disputed amount from $240 to $1,000
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2 years ago
Hello, htag133,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Elevate's representative to join this conversation and participate in the resolution of this complaint.
Dear Casino Elevate Team,
Could you please provide us with an explanation of the player's situation in more detail? Why should the player's winnings be confiscated? What is the estimated time frame for paying the funds to the player?
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.
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2 years 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’.
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2 years ago
Yes, really.
If the complaint is closed as resolved, the casino's rating on casino.guru would be decreased. This could change the casino's approach, and it could use an option to reopen the complaint in the future. In the meantime, I have of course contacted the casino outside of this open thread. Unfortunately, we are not able to force any casino to cooperate with us in resolving the complaints.
How would you imagine further help on our side if the casino is unresponsive and does not cooperate with us at all?
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2 years ago
Is there any other solution? Please let me know if there are any other consultation centers.
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2 years ago
In this case - yes. Fortunately, the casino is licensed, so there is a way to consult directly the regulator.
However, I would like to wait one more day until the timer expires. After that, the complaint will probably be closed as unresolved and I will provide you with further instructions.
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2 years ago
Dear htag133,
Can you please confirm that you have already received your initial deposit?
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2 years ago
Alright, thank you, htag133, for your confirmation. I will update the disputed amount to $760.
Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button, or by sending your complaint to info@gaming-curacao.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 it is needed.
If there is any progress with your issue or you need help, please let me know at branislav.b@casino.guru.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
