Casino-X - Player’s winnings have been confiscated.

I had my winnings from my initial deposit confiscated.

When I asked for the reason, I was told it was because I violated the terms and conditions.

I checked the relevant terms but I did not violate them.

I have been notified that the decision to seize my balance was made by the security department.

I willingly submitted various personal information in order to withdraw money, so I cannot accept that my balance was seized for a violation of the terms.

Can something be done about this?

Dear Nan00,

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.

• Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?
• Were your winnings accumulated with or without an active bonus?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The reason it was confiscated was

Any activity that appears to be participating in any strategy that is considered fraudulent or abusive.

It seems that

Did your winnings accumulate with or without active bonuses?

What does the accumulation above mean?

The bonus becomes real money once the wagering conditions are completed.

When I tried to withdraw money, I submitted video verification and transaction history to verify my identity, and in the end, my money was confiscated.

Hi Nan00,

• Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)? 

Thank you.

play dream of gold

I think I played a lot of different machines after that.

In the end, I mainly played on a machine called Reel Love.

Hi Nan00,

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

Thank you.

I have forwarded your last communication.

There were about 40 exchanges via email, should I send them all?

Hi Nan00,

I've reviewed the forwarded communication where the casino mentions a breach of rule 30.1.7. After checking the terms and conditions, it seems that the rule is quite vague, making it challenging to discern the actual reason for confiscating your bonus winnings.

• Could you possibly send over your game history as well?

Thank you very much in advance.

Since there is a lot of game history, I will send the history near the beginning and end of the relevant period.

Thank you very much, Nan00, 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, Nan00,

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 Casino-X's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino-X team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's 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?

Feel free to send the necessary evidence 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 Nan00,

I am in contact with the casino representative outside the thread, and I was provided with proof of a few bets that (if I understand it correctly) were made during play with an active bonus.

I found this rule in the casino's Terms and Conditions (30.1.7 Promotion abuse):

"Casino:

- A player making large bets (over 5 USD/EUR/NZD or equivalent in other currencies)..."

Can you please provide me with the information on what exact bonus you used and a link to the specific Terms and Conditions for the bonus in question if there are any?

What was the maximum bet amount valid for this bonus? When exactly did you activate the bonus and when the wagering requirements were met? Do I understand correctly that your 2 screenshots above (the beginning and end of the gaming session) show your play while the bonus was active on your account and bets of 20 and 35 USD were made at this time?

Are you please aware of the fact that if there was no rule allowing you to bet more than is stated in the casino's general Terms and Conditions while playing with the bonus in question - and as I could see, you accumulated significant winnings by placing such bets - it means you gained an unfair advantage by playing this way and it breached the casino's rules?

In the meantime, I also asked the casino representative for additional details and evidence.

The bonus terms and conditions I played with did not mention that you can only bet up to $5.

I remember asking for confirmation in advance via live chat. The answer was not that the bet amount is limited to $5.

In addition to the large registration bonus, there are many wagering requirements, so I played within the range of $20 to $35, knowing that it was not against the terms and conditions.

Thank you for your clarification, Nan00. No maximum bet amount was also confirmed by the casino representative.

Currently, I am waiting for additional details from them.

In the meantime, could you please provide me with the following information:

• In what language did the Skype verification call take place? If it was not in your native language - did you understand clearly and completely all the questions?
• Can you please explain some of your unsure and ambiguous/inaccurate answers to simple questions during the Skype call?

The call was made in Japanese

I doubt that I completely understood all the questions.

I don't understand what the incorrect answer is saying.

It's been about 2 months already, so could you tell me what you think is the problem?

Dear Nan00,

For example, although your gaming activity was not very rich (1 deposit and 1 bonus, while playing only a few slots), you allegedly answered questions about it incorrectly, while they were easy. Why? And why do you think you did not completely understand all the questions if the call took place in your language? Or, why did you not ask for repeating questions if you did not understand some of them completely?

Answering incorrectly basic and simple questions may raise suspicion on the casino's side.

Please note that in the meantime, I also informed the casino about it - since there are still a few ambiguities in the details and explanation provided, I will have to discuss the matter internally with my team at our regular meeting (Wednesday next week). Once I have the outcome of the discussion, I will inform you.

The call was conducted in Japanese, but it was difficult to understand the conversation accurately as the conversation was not fluent and was broken.

It was my first experience with Skype and video calls.

I was exhausted because I was asked to do various things to bring out the results of my play.

This problem occurred around October, and we have been communicating for two and a half months.

Even though I cooperated as I was told, explaining my payslip and the source of the funds, and even completed a video call, the money was ultimately confiscated.

Thank you, Nan00, for the clarification.

However, I am still waiting for additional information from the casino. So, now I am setting up the timer for the casino.

Once the matter is completely discussed internally with my team and I have additional information from the casino, I will inform you about our decision or next steps.

Thank you for your patience and understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer. 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 Nan00,

Just letting you know the matter was discussed with the team during the week, and I requested additional evidence from the casino, as agreed at the meeting. There was a delay on my side, but I am currently waiting for the casino's response and details.

Extending the timer for the casino again.

Thank you for your patience and understanding.

Alright, Nan00. I am here to provide you with an update.

I received additional details from the casino, and I am trying to analyze them with our dedicated teams.

Therefore, now I reserve some time to put everything together, and I will be back ASAP with news.

Your patience is highly appreciated. I believe it will not take long.

Greetings all,

I am extending the timer for casino.guru because of delays in communication and processes on our side. I sincerely hope I will be able to share the results of the review of the details provided shortly.

Thank you very much for your infinite patience and understanding.

Extending the timer once again, unfortunately.

Our responsible person was/is too busy to handle the provided evidence for review in a reasonable time, and there was also a problem with sharing the data since it is too big, so I am still waiting for an official statement from our dedicated department. I will try to urge them so I have the statement ASAP.

I will let you know once I have the outcome of the analysis. Then I will be able to close the case straight away or provide an exact way how we will proceed.

As usual, thank you for your patience and understanding.

It's been a month since the last reply. Will we get the results by the end of this week?

Yes, that is my plan.

Dear Nan00,

No worries. I did not forget about this.

Unfortunately, it will likely take much longer than expected, and the process is out of my control, so I will only have to extend the timer again, as usual. Currently, there are no better options available on our side.

For some unknown reason, the responsible co-workers who should have worked on the analysis (I had to contact another team since the provided data/evidence is in Japanese, so I cannot review it myself) have not contacted me back since I last extended the timer. Again, I will push them to speed the process up and provide me with the outcome of the investigation as soon as possible. Once I know more, I will inform you.

I understand it might be depressing, and therefore, I would like to ask you - if it takes unacceptably long, would it be an option for you to contact the regulator regarding the matter? Or, do you consider such an option?

There is another contact point.

There is no problem with waiting and taking time, but if you are unable to reach a conclusion, we will consider contacting the relevant regulatory authority.

If possible, could you please give me the contact information of the regulatory authority?