28Mars Casino - Player's withdrawal has been denied.

i won off a $76.94 commission so i tried to withdraw $888 than they went to withdraw all was good than they said bsb or payid not working so had to update my account than they said resummitt than they forfuit my crdits saying i had stored credit and thats a lie cause i always make sure im on zero when i play than they tried to say i had multiples witch makes no sense at all they are just trying to not pay me

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 28Mars Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• How long have you been a customer at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Was your account verified? Have you ever successfully withdrawn funds from this casino?  
• Did you accumulate your winnings with or without an active bonus? 

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,

Natalia

I’ve been a customer for 2 years atleast

i focus on slot games only and never buy free spins

yes my account is verified and I’ve withdrawn from them a fair few times

and I won off a commission mate but they went to withdraw it twice but there banks were down than they said I had stored credit than they said I multiplied

Any results

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear player, thank you for the email. I can see the casino accused you of creating multiple accounts. Could you please provide more information:

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Have you ever used a VPN or any proxy service to access the casino website?
• Have you used only one device to access your account? Are you the only person who has access to it?

Hey I’m only one use the account and no one used same ip mate plus first they say stored credit witch is a lie so they didn’t work so just just said multiply a accounts

Dear player, have you ever used a VPN or any proxy service to access the casino website?

Have you used only one device to access your account? Are you the only person who has access to it?

no never used a vpn and yes im only person to use the account and on one device

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello bigaz31,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official, reputable gaming license and with a very low safety index rating. While for a certain time the casinos operate relatively fairly and occasionally pay out winnings, these casinos often employ strategies to avoid paying out winnings in most cases, a higher amount of winnigs—such as issuing fake payment confirmations, accusing players of rule violations without providing solid evidence, the winnings not being recognised by the game provider, or employing other tactics that operate at the very margins of fair and ethical conduct. On top of this, their customer support has proven unhelpful. Unfortunately, based on all the above and our experience, the likelihood of reaching a resolution regarding your case with this casino appears to be very low. I strongly advise against any further deposits to this or other similar casinos, and make sure to check the reviews of each casino before depositing your money.

Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite 28Mars Casino to join the conversation.

Dear 28Mars Casino,

Can you please provide more information along with supporting evidence on how the player allegedly breached the rules? If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at michal.k@casino.guru

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 bigaz31,

I have tried to contact the casino repeatedly but, as expected, had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid licence and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could help to change the casino's approach and warn other players of your experience. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

To prevent similar unpleasant experiences, I also strongly advise steering clear of all casinos listed on GOOD POKIES GROUP PARTNERS, as they seem to be operated by the same company.

There is a significant likelihood of facing comparable issues at these establishments. For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded. I regret that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru