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

We’ve reopened this complaint at the request of Pinkskuu. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hi,

I'll start posting messages now

Thanks for your reply and the information provided via email.

• Could you please explain whether your account was verified?
• Have you made any previous payouts from the casino?
• Did the casino specify which particular rules you breached according to them at any point?

Looking forward to your reply.

Account has been verified.

I've lifted before.

Didn't elaborate on anything.

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, 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,

Tomas

Dear Pinkskuu,

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

Dear BetRunner 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 Pinkskuu,

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 you contact the Gaming Authority, the casino is regulated by, and submit a complaint to them.

You can find more information on how to properly submit a complaint to the regulator here.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova