28Mars Casino - Player's winnings have been confiscated.

I made a deposit from my own funds. I then spent aprox 2 hrs playing. A big deal, especially considering the time. I finally got up to amount I was happy with and put in my withdrawal request. Jianna at 28mars proceeded to tell me request denied because my betting patterns were unusual. I have been playing with them for over a year, this Is first time I'm hearing this. I was then sent another msg saying the funds had been forfeited successfully. I've asked for more information about my alleged unusual betting pattern, and I'm no longer getting response.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 28Mars Casino.

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

• Is your player's account accessible to you? Can you log in?
• Have you made any previous successful payouts from the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Dear Fezzie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Tomas, sorry about the delay with my response.

Yes, my account is accessible, and I can log in. I don't recall any successful previous payouts.

I also don't believe I've tried to withdraw.

I only played slot, memory isn't great, but I'm thinking it wasn't many, one or two perhaps, slot machines. No bonus, straight up deposit.

Thank you for the extension

Dear Fezzie,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Fezzie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Samuel, thanks for taking the time to look into this matter.

Dear Fezzie,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 28Mars Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 28Mars Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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 Fezzie,

Unfortunately, 28Mars Casino has not responded to my request for an explanation regarding the confiscation of your winnings, despite being given additional time to do so. Without the casino's cooperation, I cannot investigate the matter further.

I will therefore mark your complaint as unresolved in our system. This will negatively affect the casino's Safety Index on our website.

I understand that this is not the outcome you were hoping for. However, the decrease in the rating may encourage the casino to change its approach in the future.

If the casino provides relevant information or proposes a meaningful solution, I will reassess the situation and consider reopening your complaint.

I would also like to point out that the casino's claimed Curaçao licensing status raises concerns. As I cannot confirm a valid licence for the operator, I cannot recommend a reliable licensing-authority dispute resolution route. You may wish to consider seeking independent legal advice regarding the recovery of your funds.

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

Best regards,

Samuel

Casino Guru