Dear CasinoSecret,
Thank you for your response and for your partial cooperation. Sadly as I have informed you privately I will be forced to close this complaint as unresolved.
Dear jtwmT745,
I have engaged in several discussions with the casino team regarding your situation and have requested substantial evidence to support their allegations. Unfortunately, my efforts have not yielded the necessary proof. While the information provided indicates that your account was among those flagged for bonus abuse and potential fraudulent activity, the lack of concrete evidence from the casino team prevents us from fully supporting the confiscation of your winnings. In our commitment to promoting a safe and equitable gambling environment for both players and casinos, any violations of terms must be adequately substantiated, which regrettably was not the case in this particular instance.
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 rating caused by unresolved complaints might help change the casino's approach. If the casino decides to resolve this case or provide the required evidence, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Best regards,
Michal
Casino Guru
Dear CasinoSecret,
Thank you for your response and for your partial cooperation. Sadly as I have informed you privately I will be forced to close this complaint as unresolved.
Dear jtwmT745,
I have engaged in several discussions with the casino team regarding your situation and have requested substantial evidence to support their allegations. Unfortunately, my efforts have not yielded the necessary proof. While the information provided indicates that your account was among those flagged for bonus abuse and potential fraudulent activity, the lack of concrete evidence from the casino team prevents us from fully supporting the confiscation of your winnings. In our commitment to promoting a safe and equitable gambling environment for both players and casinos, any violations of terms must be adequately substantiated, which regrettably was not the case in this particular instance.
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 rating caused by unresolved complaints might help change the casino's approach. If the casino decides to resolve this case or provide the required evidence, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Best regards,
Michal
Casino Guru