Casitabi Casino - Player’s winnings are confiscated after account closure.

On June 17, 2024, I used a promotion at the casino and deposited $500 via a payment service provider called Vegawallet to play games. Fortunately, my balance increased to $4932.

When I requested a withdrawal, I was asked to provide my transaction history with Vegawallet from January to February. Since I did not have transaction history for January, I submitted the February history. Afterwards, the support team requested additional screenshots showing deposits to Vegawallet from other casinos. I submitted these, but the support team then asked me to specify the casino site from the screenshots. I informed them that the winnings were from a site called Aloha Shark.

Support then instructed me to prove these were indeed winnings from Aloha Shark by providing a screenshot of Aloha Shark’s withdrawal page or by contacting their support for confirmation.

However, Aloha Shark is now closed, having shut down about a year ago, making it impossible to capture a withdrawal page screenshot or contact their support.

I communicated this situation to the casino’s support team,

citing that, according to their terms and conditions,

a third party used this game

and that it was not intended for entertainment purposes.

They accused me of taking advantage of a risk-free bonus under various policies. They refunded the $500 deposit but closed my account and confiscated the winnings.

I wish to contest this as an abuse of the terms and conditions, especially as they confiscated my winnings without a substantial reason amid the KYC process.

Dear rockn6,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Do you have any emails or other confirmations from Aloha Shark Casino with the information regarding the withdrawals that you could submit to Casitabi for verification?

When was the last time you communicated with customer support of Aloha Shark Casino?

Could you please specify what type of promotion you used in Casitabi Casino? Ideally, send me a link or a screenshot of this bonus.

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

Best regards

Veronika