Casiku Casino - Player’s winnings are being refused.

Casiku Casino refuses to pay out my winnings. I met the wagering requirements and as far as I know I haven't broken any rules, even though they claim so.

I really don't know how this is possible, I have never played at this casino before. I would like to get full clarity on the situation, where I am sure that I have done nothing wrong and that I can withdraw the money I won through fair play.

I hope you can help me as soon as possible.

t. Ipezu

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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.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you accessed the casino website while using a public computer or a public internet network?

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 Ipezu,

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.

1. No, unless you are a former customer of the apartment. I moved into the apartment in question on 01.08.2025.
2. No.
3. no.

Thank you for your responses.

• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?
• Could you also kindly send me a link or a screenshot of the bonus you activated and played with?

1. The casino has not requested any documents and they do not have KYC verification.

Dear Ipezu

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, Samuel (samuel.s@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,

Veronika

Dear Ipezu,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casiku Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casiku Casino,

Please provide detailed information regarding the player’s issue. In particular, we would like to clarify the reasons for the confiscation of the player’s winnings.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Ipezu,

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.

Hello,

There is no new information since the last message.

Hello Ipezu,

thank you for your update. At the moment, I also haven’t received any response or new information from the casino. I have contacted them again via email in an attempt to get a reaction.

Please note that if the casino does not respond within the next week, there will unfortunately be very limited options for me to assist you further with this case.

I will keep you informed if there is any update from their side.

Absolutely incomprehensible behavior from the casino...

Dear Ipezu,

thank you for your message, I understand your frustration.

At this stage, since the casino has not been responding in this thread and communication seems to be limited, I would like to ask whether you have already tried contacting the ADR body eCOGRA regarding your case.

If not, I would strongly recommend doing so. This is an independent dispute resolution service, and in situations where the casino is unresponsive, it can often be the most effective next step. You should be able to find the exact procedure on how to submit a complaint in the casino’s Terms and Conditions.

Unfortunately, I must also be transparent and say that at the moment, it does not look very promising in terms of the casino’s willingness to actively participate or communicate within this complaint thread.

Please let me know if you decide to proceed with ADR or if there are any updates on your side.

Dear Ipezu,

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.

Can you try contacting the casino again?

Hello Ipezu,

thank you for your message.

I’ve contacted the casino again, and they have reached out requesting your contact details. I have provided them with your email address (iivorajala2@gmail.com) so they can review the matter further and potentially contact you directly.

At the same time, I’ve asked them to clarify how this will help move the case forward, so we can ensure this step is meaningful.

Please let me know if they contact you directly, and I’ll keep monitoring the situation from my side as well.

They haven't contacted me yet.

It's the same person. Thank you for your input.

Hello Ipezu,

thank you for the update.

The casino has informed me that you were found to be in breach of Clause 4 of their Promotional Terms and Conditions, and that the matter was reviewed internally by their Complaints Team. According to their statement, the outcome has already been communicated directly to you.

They also advised that if you wish to challenge the decision further, you may refer the case to their approved ADR provider, as listed in their Terms and Conditions, where the matter can be independently reviewed.

Please let me know once you have contacted the ADR, and if possible, share any confirmation or reference number you receive. I will continue monitoring the situation from my side.

Thank you.

Shameless behavior from the casino. I filed a complaint with the adr in their terms of service.

Dear Ipezu,

Thank you for your update.

I understand your frustration with the situation, but it’s good to see that you have already taken the next step and submitted a complaint to the ADR. I sincerely hope that the review process will lead to a fair outcome for you.

If possible, please send me a confirmation or any reference number you received from the ADR to my email. This will help us keep track of your case.

For now, I will proceed with closing this complaint as unresolved, since the matter has been escalated to the ADR. Once you receive any update or final decision from them, please don’t hesitate to request a reopening of this complaint and we will be happy to review it again.

I wish you the best of luck with the ADR process.

Best regards,

Samuel