Casinochan - Player's winnings have been confiscated.

I was playing casino chan got a beautiful winnings up to $2500 I applied for my withdrawal then I had to verify my account which was a hassle then got that all confirmed for them to turn around and say the have canceled my withdrawal and the have confiscated my winnings because I apparently have more than one account which I don’t. I first started playing at my sisters house which she plays aswell so I used same up address for 1 hour than up address changed to my home address and I can’t prove we are 2 different people and accounts. I just want my well deserved winnings.

Dear billie888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinochan.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Did you achieve your current balance with the help of a bonus? 
• Have you exclusively used your own device to play?
• Have you exclusively deposited using a payment method in your own name?
• Could you please share with me your communication with the casino regarding the accusations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

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.

I have replied via email with screenshots of the conversation between casino chan and I, I have been a player of casino chan for a while I’m not exactly sure but I only played it a few times. I never used a bonus, only the money I deposited. I have only ever used this site on one phone I don’t play on pc or iPad. I use my own phone, I deposited from my Visa card in my name, id was verified in my name, my address, my phone number

Thank you very much, billie888, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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. 

Thank you

Dear billie888,

I’d like to apologize for the delay in responding to your complaint. My name is Kubo, and I will be handling your case from this point forward. If there have been any new updates or developments since the last information you provided, please let me know so that I can take everything into account as we proceed.

I would also like to invite Casinochan’s representatives to join this discussion and provide their perspective.

Dear Casinochan,

Could you kindly provide a detailed explanation of the situation, including the specific reasons for the confiscation of the player’s winnings? A comprehensive response would greatly assist in addressing this matter and working towards a resolution.

Thank you in advance for your cooperation, and I look forward to your reply.

Best Regards,

Kubo

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 billie888,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo

Dear billie888,

We have reopened this complaint at the request of Casinochan to give the case another opportunity for resolution and to help both parties reach a satisfactory conclusion.

The casino has provided evidence regarding the alleged multiple accounts, which is currently under review. I will keep you updated on any developments as soon as possible.

Thank you.

What evidence do they have that I have multiple accounts??? I would love to see their evidence as I can guarantee I only have the one account they just don’t want to pay my winnings and this isn’t the first time they have done it to me, they pulled this crap about a year or 2 ago but I thought no let’s give them the benefit of the doubt and try the casino again to just be sharfted again and this time i know I’m in the right so I’m going to fight it

Dear Casinochan,

I sent additional inquiries regarding the case and supporting evidence provided by you on Monday but have yet to receive a response. Could you please review my message and provide an update at your earliest convenience?

I appreciate your time and assistance.

Update… haven’t heard from the casino they have blocked my account now so I can no longer log in, hoping the answer you guys

Dear billie888,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, we must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to other account/s that were created or accessed from the same device or location, with matching data and recent gameplay activity. Creating multiple accounts to exploit bonuses is a serious violation of most online casinos' Terms and Conditions, as it compromises the integrity of the gaming environment. Such actions can result in unfair advantages, particularly regarding bonuses and promotions designed for single accounts. To maintain a fair playing field, casinos strictly enforce policies against this behavior.

For future reference, I strongly encourage you to adhere to the casino's Terms and Conditions and avoid any actions that may be perceived as an attempt to gain an unfair advantage. I understand this is not the outcome you were hoping for, but the evidence is conclusive.

Thank you for your understanding. While I regret that I couldn't provide a more favorable resolution in this instance, please know that our Complaint Resolution Center is always available should you need assistance with any future issues.

Best Regards,

Kubo