BetRunner Casino - Player’s winnings have been confiscated.

Hello,

I won 2000e playing at betrunner casino with a weekly bonus of 50% This was about a month ago. They asked my to KYC witch took 3 weeks. They kept having issues and i provided everything they ever asked. Now they without reason deducted my balance to 0.

Giving no reason at all. So why ask my to KYC and wait a month then steal for no reason.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetRunner Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• 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 issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello,

Yes i can access account. I played slots.

It was achieved with bonus yes. But i deposited my own money. I shared emails

Thanks for your reply.

The casino from the email you shared and the casino that is the subject of the complaint are different. Could you please specify which casino the complaint is about and share the relevant evidence or communication?

My email is tomas@casino.guru

Thanks in advance for 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.

https://www.betrunner.com/en

this is the casino in question

Thanks for your reply.

The only communication you shared with me so far is between you and TurboWins. Kindly send supporting communication between you and the casino in question, so we may better assess the situation. We apologize for the inconvenience and appreciate your cooperation on the matter.

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru