69GAMES Casino - Player’s withdrawal has been confiscated.

Good luck with your registration at the online casino CASEA, I made a deposit of 6000 and the casino gave me 7200 bonus while playing, it turned out that 462000 cannot be used to fulfill this bonus with such withdrawals, so I canceled the bonus and withdrew the rest of the money, 4700, and requested the account to be canceled. There was only a balance of 15 crowns. The rest was sent to the account after 13 hours. I received an email saying that I agree to cancel the player's account with a balance of 15. So I wrote yes. In 3 minutes, another email arrived that they canceled the withdrawal and the account was canceled. I didn't understand that. I did it exactly the same at previous casinos and there were over fifty of them. The withdrawal was completed fine and the account was canceled a long time ago, even though the withdrawal was in progress, but this casino Casea took the money from the player's account and kept it and they don't want to pay it out. The biggest audacity I only wanted to cancel the account and not withdraw and no one informed me that even if I cancel the account, my withdrawal will also be cancelled so I need advice they suggested I reopen the account so I wrote to them saying yes and they sent back that it was denied what should I think a week ago I played at the bonuskong casino I also made a withdrawal in an hour my account was cancelled but no withdrawal and it arrived in the account fine

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.

· Could you please advise if you had any remaining real money balance in your casino account?

Thank you in advance for your reply.

Best regards

Attila

Dear Player,

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.

Hello, I made a withdrawal and transferred money to my bank 4700 crowns left in the account 15 crowns so I wanted to cancel the account so I canceled it only after the withdrawal then they wrote after 3 days that my account was canceled and I agreed to the rest of the money in my account to let them take the 15 crowns but within an hour they wrote that they also canceled the withdrawal that I had made in advance this has never happened to us in any casino every time I canceled the account and every time the money came and no one warned me that if I cancel the account as I canceled the withdrawal it never happened to us so I filed a complaint and they are making a dead bug if they knew this that we would cancel the withdrawal so I would wait and then cancel the withdrawal so they took my money from my account for their own needs now when I imagine that someone would have 13000euros there and canceled the account without warning so that's [Redacted]

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear player,

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.

Dear Player, Thank you for providing the evidence. We would appreciate it if you could confirm whether you are of legal age.

Best regards,

Attila

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, Martin (martin.l@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,

Attila

Dear player,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 Player0011,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as unresolved.

Usually, in order to reach any kind of agreement, all three parties — the player, the casino, and the mediator — need to communicate closely. Unfortunately, this has not happened here, and we were left without the casino’s cooperation in our attempt to resolve the matter.

Sadly, I could not be of more help, but please bear in mind that closing this complaint as unresolved will negatively influence the casino’s rating, and other players will be able to read about your experience in our review.

The casino can reopen this complaint at any time.

In the meantime, considering the Czech regulatory connection, I recommend contacting the Ministry of Finance of the Czech Republic, which is responsible for gambling regulation in the Czech Republic. You can submit your complaint/request for investigation by email at podatelna@mf.gov.cz or petice.stiznosti@mf.gov.cz.

Please note that the authority may treat your submission as a regulatory complaint rather than a standard dispute-resolution procedure. Therefore, I recommend including all relevant details, such as your account information, the timeline of events, the disputed amount, screenshots, communication with the casino, and a clear explanation of why you believe the casino acted unfairly or breached gambling regulations.

You can also find more general information on how to correctly submit a complaint to a regulator here:

https://casino.guru/submitting-complaints-to-regulators

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru.

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

Best regards,

Martin