The player from Italy won money through a '200 FREESPINS' promotion but had his withdrawal canceled after verification. The casino confiscated his winnings, citing a regulation breach, and only returned his deposited amount.
5bet Casino - Player's winnings have been confiscated.
Opened
Current status
Waiting for Casino Guru to reply
6d 23h 48m 40s
5bet Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
Public
Public
19 hours ago
Translation
I won some money using the "200 FREESPINS" promotion, and after verifying my documents and everything else, they canceled my withdrawal. They took away my winnings and left only the money I deposited, saying I broke a regulation. Please help me.
Automatic translation:
Public
Public
56 minutes ago
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.
Public
Public
56 minutes ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
- Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
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
Attila
