Bag.win Casino - Player's account has been unfairly closed.

I am filing a complaint against Bag.win due to unresolved technical issues and an unjustified account suspension.

On 16 January, my games stopped opening entirely. I immediately contacted Bag.win support and provided all requested information (email, time of issue, screenshots).

Over the next several weeks, I repeatedly asked for updates. Support agents continuously told me that a "ticket was submitted to the team" and asked me to wait, but no concrete information or solution was ever provided.

After waiting almost three weeks with no resolution, Bag.win suddenly informed me on 5 February that my account had been suspended for a Terms of Service violation, without explaining what rule was broken or providing any evidence.

This suspension happened after I had been reporting technical problems and asking for updates, which raises serious concerns. I was never warned, never given a chance to respond, and my original issue (games not opening) was never addressed.

I believe this suspension is unfair and possibly used to avoid resolving my complaint. I am requesting:

A clear explanation of the alleged Terms of Service violation

Reinstatement of my account or a proper resolution of the original technical issue

Transparency and communication from the casino

I am asking Casino Guru to assist in mediating this case, as Bag.win has failed to provide meaningful support or justification for their actions.

I have a lot pictures and so on if needed

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino to accumulate your winnings?
• Could you please describe the technical issues you experienced at this casino in more detail?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Dear Pinkskuu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I played casino games, this was my first deposit.

I was playing a hacksaw game and then they disappeared and I couldn't open any games anymore.

After this I couldn't get any help from the chat and 3 weeks later they banned me.

Hello Pinkskuu,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Kindly include emails, screenshots, chat transcripts, and all the other evidence that could be relevant to the investigation of your case. I appreciate your cooperation.

Dear Pinkskuu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Haven't you received my message?

Thank you for your email. What was the real-money balance in your account when the casino closed it?

Have you received any communication from the casino regarding the closure of your account in the meantime?

Dear Pinkskuu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

10000e + apparently the casino took the hacked website doesn't work

Hello Pinkskuu,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Pinkskuu;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at tomas@casino.guru

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru

Thanks for your patience.

Similarly, I can't seem to access the website at all.

Were you in contact with the casino via other channels, such as via email, WhatsApp, etc.? Have you received any response from support@bag.win at any point?

Please let me know.

Dear Pinkskuu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I haven't received it, have you?

Dear Pinkskuu,

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, Michal (michal.k@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,

Tomas

Hello Pinkskuu,

My name is Michal, and I have taken over your complaint. After reviewing the case, it appears that the casino may no longer be operational, as I encountered an error message when attempting to access their website (https://bag.win/).

As a result, the prospects for a positive resolution are unfortunately uncertain.

Nevertheless, I will make an effort to contact the casino to seek clarification and determine whether any further assistance can be provided.

We would also like to invite Bag.win Casino to participate in this discussion.

Dear Bag.win Casino,

Could you please clarify why the game-related issues raised by the player have remained unaddressed, and why the player’s account was subsequently closed without the opportunity to withdraw their winnings?

If there are any factors affecting this matter that cannot be shared publicly, do not hesitate to share them with me directly at michal.k@casino.guru.

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 Pinkskuu,

I have tried to contact the casino repeatedly but, as expected, have 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. I understand this isn't a satisfactory solution to your issue. However, 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 would normally recommend contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Bag.win Casino still seem to hold a valid gaming license as can be checked in the License Register | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Bag.win Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru