BookofCasino - Player's winnings have been confiscated.

After I submitted a withdrawal request, the casino informed me that their trading team detected a violation of bonus terms and canceled my winnings. Only my 300 EUR deposit was returned.

However, the casino has not provided:

The exact clause number I allegedly violated.

Any bet IDs, transaction details, or evidence to support their claim.

I have previously completed withdrawals on this platform without issues, and my betting activity has remained consistent.

The accusation is vague and unsupported. I request Casino Guru to investigate this matter and require the casino to provide clear evidence or restore my confiscated winnings

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Attila

Dear Casino Guru Team,

Thank you for your response.

Please find my answers below:

The bonus I activated was from this promotion link:

https://bookofcasino.net/promotions/uefa-ko�

I received a 75 EUR free bet two times for sports events.

I used the free bet on sports events only. After the bonus was completed and there was no active bonus in my account, I continued playing with my real money on Teen Patti.

I played with my own deposited funds, placing bets between 100 EUR to 200 EUR. This was not bonus money — it was entirely my real balance

Regarding KYC: I have uploaded my documents and also sent them to the KYC team via email, but I have not received any confirmation or reply from them.

Additionally, on 24 February, I received an email from the support team stating that my winning amount was debited from my account. I strongly believe this is unfair because I was playing with my real money after the bonus was no longer active.

I kindly request a detailed explanation of how my winnings were removed when no active bonus was present on my account at that time.

Looking forward to your support in resolving this matter

Brother I am indian Player not another country

Thank you for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter. We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

While we don’t have the expertise or resources to handle these types of complaints directly, I want to make sure you have the right support to move forward.

Here are some specialized websites that may be able to assist you:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

I hope these resources help you resolve the issue efficiently.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.