The player from Germany encountered multiple issues with a casino that canceled his €500 withdrawal and confiscated all his money, citing various reasons including a supposed violation of wagering requirements and alleged use of a VPN. He argued that the casino changed their terms shortly after his withdrawal request and accused them of systematic fraud, as similar issues had occurred across multiple casinos in the group. The Complaints Team attempted to engage the casino for a resolution but received no response despite repeated outreach. Consequently, the complaint was marked as "unresolved," which may have impacted the casino's safety rating, and the player was advised to contact the Anjouan Gaming Authority for further action.
Astrozino Casino - Player’s winnings have been confiscated.
Unresolved
Our verdict
No reaction policy
Black points: 68
Amount: €500
Astrozino Casino
Safety Index:Very lowCase summary
Discussion
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6 months ago
Translation
Hello, I deposited money at the casino on July 26th and received a bonus. I wagered the bonus in full. According to the terms and conditions, I could withdraw €750. I also made a withdrawal of €500 and left €250 in my account for the next withdrawal. On July 28th, the withdrawal was canceled, and the casino confiscated all the money. I asked in the chat for the first time why my money was confiscated. I received the answer that I had violated the 30% wagering requirement. The T&Cs stated a €0.5-€5 stake with bonus (I played with a €0.7-€1.50 stake). They changed the T&Cs shortly after the withdrawal request. I asked a second time in the chat why my money was being withdrawn. Suddenly I received a completely different answer: I was supposed to have used a VPN (I never used a VPN, played with mobile data and Wi-Fi). I asked a third time in the chat why my money was being withdrawn. I received the answer: fraudulent gaming activities were detected and I was playing systematically (I was playing slots normally). I asked a fourth time in the chat why my money was being withdrawn. I received the answer: (I violated the T&Cs and they won't go into it any further, that they can withdraw funds for no reason and I shouldn't ask any more questions. These incidents of money being withdrawn and withdrawals being delayed have happened several times with this casino group. At exactly 3 casinos. They want this. They keep all their money and are scammers who don't want to pay out anything. It's a disgrace.
Automatic translation:
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Astrozino. I have checked the terms and have found the following term regarding bets with active bonuses:
12.3.10 The maximum bet amount allowed to be placed with bonus money in Casino is 5 EUR (or the equivalent in other currencies) or 15% of the total bonus amount awarded (whichever comes first). Any game rounds or spins exceeding the maximum bet amount will not count towards the bonus wagering requirements and any potential winnings will be forfeited.
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise what exact bonus you claimed? Could you please share the link for this bonus?
- What was the amount of your deposit?
- Do you have access to your game (betting) history in your account? If yes, could you please share the screenshots?
- Is your casino account verified?
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
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6 months ago
TranslationI deposited €50 and received a €75 bonus. It was the 150% Reloaded bonus. My account is verified; you have to verify your identity before withdrawing. I'm trying to upload the game history as a PDF; I downloaded it as a PDF. If that doesn't work, what email address can I use to send you the game history as a PDF?
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6 months ago
Dear player, please feel free to send the betting history to natalia.b@casino.guru.
Additionally, could you please forward all the relevant communication between you and the casino? Alternatively, you can post the screenshots here. Thank you in advance.
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6 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.
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6 months ago
Hello Dima8875, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the pay out issues. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Astrozino Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request and why the winnings were confiscated? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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6 months ago
Translation
They refuse to join. This is a mafia-like and criminal casino that systematically rips people off.
Edited
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6 months ago
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.
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5 months ago
Dear Dima8875,
I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:
Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(
Best regards,
Matej
