The player from Germany had won 893 euros on blackjack at Casinozer. After the player had requested a withdrawal of 500 euros, the casino had closed the account and refunded the initial deposits (a total of 588 euros), but it did not pay the winnings, leaving a deficit of 505 euros. The player's account had been verified and they had not used any bonuses. Despite attempts to communicate with the casino, the casino had not provided a reason for blocking the account and confiscating the winnings. We had asked the casino to respond to the complaint, but we did not receive a response despite multiple inquiries. Consequently, we had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We also had advised the player to contact the Curaçao Antillephone N.V. to submit a complaint.
Casinozer - Player's winnings were confiscated.
Black points: 325
Amount: €500
Casinozer
Safety Index:HighNo reaction, passive regulator
UNRESOLVED
Case summary
Good day, I will tell you about my experience with Casinozer. I registered on the site, then verified my profile. I made the following deposits:
188 euros - lost it on blackjack,
200 euros - lost it on blackjack,
200 euros and won on blackjack 893 euros(with my 200 deposit I had in the account 1093 euro).
I made a request for withdrawal of 500 euro, then the casino closed my account and paid me the deposits that I made: 188, 200 and 200, but did not actually pay my winnings. I had in the account 1093 euro and they paid me only 588, which is 505 euro less than i had in the account.
I think is fair Casinozer to pay my winnings.
Thanks in advance to the help from Casinoguru team.
Hello stoyanstoyanov990,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinozer. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they explain the reason behind blocking your account?
Looking forward to your answer.
Regards,
Nick
Hello, I made a registration, after a few days my account was verified and then I started playing. I haven't used any bonuses. My last conversation with the casino was a few days ago(they did not tell me reason why i was blocked from their site) and they told me that they will not pay my winnings. They only paid me the deposits I had made.
Best Regards,
Stoyanov
Thank you stoyanstoyanov990 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting your from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello there,
Thank you stoyanstoyanov990 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Casinozer for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.
Thank you!
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 stoyanstoyanov990, I am discussing your complaint with the casino representatives. They will update us about the case soon but have asked to extend the timer for now. Thank you for your patience during this time!
Dear stoyanstoyanov990, the casino is awaiting an official statement from the gaming provider about your situation. Once they update me I'll let you know. Thank you for your patience during this time!
Dear stoyanstoyanov990, I was awaiting additional details from the casino but after multiple inquiries, I have not received a response. I’m afraid there is not much that can be achieved without cooperation from the casino's side. 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 to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
