Arctic Casino - Player's winnings have been confiscated.

I am a university student and play for fun. On July 3rd, 2025, I won around CA$5,300 playing Big Bass Bonanza 1000. Right after the win, my game crashed, the screen turned blue, and I got this error:

Application error: a client-side exception has occurred (see the browser console for more information).

I couldn’t log back in using Firefox, but I used Chrome and managed to log in — only to find my entire balance was gone and my bonus was removed.

I contacted Arctic Casino support through live chat. They told me they had emailed me explaining why my balance was removed, but I never received any email (not even in spam). I asked them multiple times to show me the reason or resend the email, but they haven’t given me a clear explanation.

I am very upset because I played fair, I won fairly, and I had real money in my account. There was no reason to take away CA$5,300 from me.

I am attaching screenshots of:

My transaction history clearly showing the CA$5,299 bonus forfeit and zero balance.

My chat with their support where they claim they sent an email (but I never got it).

I just want my balance restored or at least a proper explanation in writing of why they took my money.

Thank you for helping.

Pragith

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve had with your winnings. To better understand the situation, I’d like to ask you a few clarifying questions:

1. Have you received any communication from the casino explaining the reason for the bonus forfeiture? If yes, could you please forward it to us?
2. Could you also share a full screenshot of your transaction history so I can clearly see the winnings, the forfeit, and the zero balance? My email address is veronika.f@casino.guru. Kindly include the screenshots you mentioned in your initial comment, since you have not uploaded any screenshots with your complaint.
3. Could you kindly specify the type of bonus you played with? Was it a deposit bonus or a free bonus?
4. Have you checked whether the casino applied any maximum bet restrictions, bonus terms, or game restrictions related to your gameplay?

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

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Hi Veronika,

Thank you for getting back to me and for helping with this case. Please find my answers below:

Communication from the Casino:

I have received no clear explanation from the casino. In live chat, they only said an email was sent explaining the reason for the forfeiture, but I never received it (I checked spam/junk as well). They later emailed me crediting only CA$200 back to my account and asked me to complete KYC before withdrawal — but they still did not explain why CA$5,300 was removed.

Screenshots:

I am attaching a full screenshot of my transaction history, showing my winnings, the bonus forfeit, and that my balance is now CA$0.00. I am also attaching the chat screenshot where support claims they sent an email I never got.

Bonus Type:

It was a deposit bonus that I used to play my favorite slot, Big Bass Bonanza 1000.

Bonus Terms Compliance:

I made sure to comply with all terms. I only played Big Bass Bonanza 1000 (a popular slot available in their casino) and kept my bets within the limits allowed for a bonus.

The casino now claims they can revoke the bonus at any time, but this feels unfair since I played by the rules and won legitimately. Revoking the bonus after a win seems arbitrary and against fair play principles.

I am asking for the full CA$5,300 balance to be restored or paid out once I verify my account.

Thank you for helping me get a fair resolution.

Best regards,

Thank you very much, pragstert, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Yes thank you still not responds.

Dear pragstert,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Arctic Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

No nothing heard from them. This seems not fair at all.

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 pragstert,

Please accept my apologies for the delay in my response.

I would like to inform you that I have managed to get in touch with the casino representative and have received some initial information regarding your issue. However, the reasons for the confiscation of your funds remain unclear. I have requested further clarification and am currently awaiting the casino’s response. I will update you as soon as I receive more information.

Thank you for your patience and understanding.

Thank you it's just when I won money. The moment I had a winning balance they just removed it.

Is this going to take along time?

Dear pragstert,

Unfortunately, the relevant department at the casino has explicitly declined to provide any details or justification for the confiscation of your winnings, other than referring to their general terms and conditions. Without their cooperation, there is unfortunately little more that can be achieved at this stage.

I will therefore mark your complaint as unresolved in our system. I understand that this is not a satisfactory outcome, but please note that unresolved complaints contribute to a decrease in the casino’s overall rating, which may encourage them to reconsider their approach in the future. Should the casino decide to respond, we will reopen your complaint and notify you by email.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at this link. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator in this article.

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 jakub.m@casino.guru.

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

Best regards,

Kubo