The player from Sweden reported that the casino had confiscated their winnings without providing any reason for the action. The Complaints Team attempted to gather more information from the player regarding the nature of the winnings, types of games played, KYC verification status, and communication with customer support. However, due to the player's lack of response to inquiries and reminders, the complaint was closed without further investigation. The player was informed that they could reopen the complaint if they chose to resume communication.
Bets Amigo Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: 15,000 kr
Bets Amigo Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
The casino confiscated winnings even though there was no reason for this.
Automatic translation:
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4 weeks ago
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.
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4 weeks ago
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.
- Did you accumulate your winnings with or without a bonus?
- What types of games did you play to accumulate the confiscated winnings? Were they slots, live casino games, or did you place bets on sports?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- Have you contacted customer support to ask about the reason why your winnings were confiscated? If so, what was their reply?
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
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3 weeks ago
Dear Pau1y,
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.
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2 weeks ago
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,
Veronika
Casino.Guru
