Astrozino Casino - Player's winnings have been confiscated.

This casino has removed my winnings staying some terms and conditions i broke with bonus money. They won’t elaborate why just this is final, as far as I’m aware ive not done anything wrong. Ive wagered the bonus correctly

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with this complaint, could you please post a link to the casino's website here in thi thread?

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,

Kristina

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Thank you for your patience, and stay safe.

hi ive emails etc with reason if needed none of the reason makes sense i wagered bonus and won fair and square

thank you

Thank you very much for your reply. Do I understand correctly that the casino confiscated €325?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi ive sent emails of correspondence did you receive them all ? About 5 or 6 back and forth ?

Hi yes the casino took away the 325 and left me with what I had initially deposited.

I didn’t break and of their rules they state I simply won a 400 jackpot on one which gave me that much money

thanks

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hello there,

Thank you saracox1971 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Astrozino Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thanks very much, hoping they do the right thing a pay me what I won fairly

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 saracox1971, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thanks for informing me

Dear saracox1971, I have received information regarding your case from the casino, but I will need to discuss this internally with my colleagues to determine the next steps. I will keep you updated about any new developments. Thank you for your patience during this time!

thanks v much

Dear saracox1971, I have reviewed the information with my colleagues, and we have respectfully submitted that the grounds cited for restricting the player’s account may not constitute sufficient justification for such an action. I have explained our stance to the casino representative directly in the email communication, and I will update once I receive a reply. Thank you for your patience during this time!

thanks very much, no it wasn't I broke no rules cheers again

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 saracox1971,

I have tried to contact the Astrozino Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: ([email protected]) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter