Astrozino Casino - Player’s winnings have been confiscated.

They denied my winnings if $11400. They said I used fraudulent documents when verifying my account (not true), they also accused me of manipulating the game and bonuses (again, not true) and they also accused me of disguising my IP ADDRESS (never did such a thing). They told me their decision is final and I have no recourse. I noticed they ve done this to other people (read the other reviews here) as well in their short time they’ve been open (just a few months old) . I would not recommend this casino. They also changed their address from astrozino 24 to astrozino 14 but the link takes you to the same casino. Who’s really fraudulent, dishonest and do not deserve to have patrons. Liars, thieves and definitely a scam. Do not join here. Their withdrawal is limited to $500 per approval which takes 3 business days if they don’t find an issue, then it’s longer. It would have taken me many months to withdraw my winnings they stole. There are so many other, better more honest and reputable casinos that offer great bonuses and higher withdrawals and that pay out winnings. Do you really want to take a chance with these crooks?

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Dear Lulu4321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify which documents you are referring to as allegedly fraudulent?
• How long have you been a player at this casino?
• Have you accumulated your winnings with the help of bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

as far as I’m concerned, I gave all authentic non-fraudulent documents so I have no idea what they’re talking about and I questioned them many many times and they refuse to specify. The length of time that I’ve been with them was basically one or two days that I won the winnings that’s it. No, I did not request a bonus. I mean I did win some free spins clearly while playing, but I don’t think that’s considered a bonus. I never asked to be given 100% bonus or 30% bonus or whatever when depositing. like I said, I’ve requested 1 million times for them to be specific as to what it is that I did and they just keep copying and pasting their terms and conditions and I tell them that I did not give them fraudulent ID I did not manipulate anything which I don’t understand even how to do that so I was totally flabbergasted when they removed the funds. They just keep refusing to tell me specifically what I did wrong in their mind because I didn’t do anything wrong

Dear Lulu4321,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have sent you all correspondence I could. Some emails are not available but there are a lot of them

I have sent you correspondence.

Thank you very much, Lulu4321, for your cooperation. I will now transfer your complaint to my colleague Mirka ([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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Astrozino Casino representative to join this conversation.

Dear Astrozino Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

I’m not sure what clarification you want when I was quite clear in that I had one something like $12,000. They allowed me to withdraw only 600 leaving a balance of 11,400 and they told me that they took the money away because of me going against the terms and conditions. I clarified Both in the emails. I forwarded you when I was corresponding with them that I have no idea how I went against the terms and conditions. I did not falsified any documents. I did not cheat or manipulate the game so I don’t know despite me asking them over and over to clarify how I went against their terms and conditions Actually don’t know what I’ve done wrong. In their mind, I’ve gone against the terms and conditions I’ve been fraudulent. I’ve manipulated the games. I’ve provided false identification, and all of this is untrue. Please let me know how much clearer I need to be.

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.

And I won’t get my winnings?

I have tried to contact the 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 contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. 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 at https://casino.guru/submitting-complaints-to-regulators.

Best regards,

Mirka