AuraKasino Casino - Player's winnings have been confiscated.

I played at Aura Casino for the first time, they rejected my winnings the first time and sent me an email about canceling them. After that I made another withdrawal and after this time I received a message in my email from them (message as an attachment) stating that they have removed my €1280 winnings without any real reason.

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Dear kehburi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation.

• Could you please confirm if your account is fully verified?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Yes, I got my account verified, at least as far as what was required at this point.

I played a slot game called Eye of the Storm™.

I used the casino's welcome bonus and the casino's website still shows that it has been wagered 100%.

I sent you an email about the cancelled withdrawal and a message about the money being wiped. In addition to this, I sent them a message: "What, i won money and then u tell i have broken some rules? Tell me what terms i have broken?" and I haven't received any response to this in over two weeks.

Thank you for your cooperation. I have received your emails.

Could you please clarify whether you still have access to your account? If it was blocked, please provide the date when it was blocked.

Was there any real balance left after the confiscation of your winnings? If so, please specify the amount.

Yes i have access to the website and first picture u can see that 20.6.2026 was the day when my winnings was deleted and balance is now zero. Also in second picture u can see i 100% fully wagered bonus what i received.

Dear kehburi,

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, Mirka, (miroslava.d@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,

Jean

Dear kehburi,

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

Dear AuraKasino Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

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 kehburi,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Dear AuraKasino Casino,

I replied to your email. Please check your inbox

Dear kehburi,

I would like to let you know, I am still in communication with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your pationce.

Dear AuraKasino Casino,

I sent you an email. Please check your inbox.

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 AuraKasino Casino,

I replied to your email with request for evidence confirming your claims. Please check your inbox.

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 kehburi,

After reviewing all the evidence provided, I am closing this complaint as unresolved.

The casino has not demonstrated that you knowingly exploited this error or committed another breach sufficient to justify confiscating the entire €1,280 balance.

As the casino has maintained the confiscation without providing sufficient evidence confirming unfair behavior, the complaint will be classified as unresolved. This may negatively affect the casino’s rating, and the decrease in the rating caused by unresolved complaints could 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 Licensing Authority and submitting a complaint The Gaming Authority the casino is regulated by, and submit a complaint to them: https://casino.guru/licensing-authorities/kahnawake-license.

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