Casino en Casa - Player’s winnings have been confiscated.

Hello, I want to tell you that I created an account on this page because I thought it was legal... today they made a deposit of 300,000 CLP because they offered me a 100% bonus with a x3 rollover... I made profits of 1,469,000 CLP... I withdrew 2,69000 CLP and magically they left my account at 0... they didn't give me any explanation and only told me that those were the conditions of the bonus... that is, they stole 1,200,000 from my account justifying that those were the conditions of the bonus, which is illogical because they kept my 300,000 plus the profits I obtained... they are thieves

Hello,

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

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

• Could you please share a screenshot, a link, or the email of the bonus you activated and played?
• Could you please share the communication you received from the casino regarding the rules of the bonus?
• Send evidence, 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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear carlos1650,

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.

Hi, I sent you the email with the screenshots about 7 days ago.

Thanks for your reply and patience.

• Could you please share a screenshot or a link to the bonus offer you received from the casino, with the specific terms of the bonus visible?
• Have you completed the wagering of the bonus?
• Which games have you played during the wagering?
• Have you continued to play after the wagering of the bonus was completed?

Looking forward to your reply.

Send the information regarding the bonus offer to my email at tomas@casino.guru

Player's message: (translated)

Hello, I played slot games and sports betting, but the only thing that contributed to the rollover were the slot games, and I completed them and continued playing...

Thanks for the provided explanation.

• Could you please explain how much your balance was immediately after the wagering of the bonus was complete?
• Looking forward to your reply.
• Did the bets you placed result in a win? Were the results from the bets you placed credited to your balance after the bonus was already wagered?

Looking forward to your reply.

Dear carlos1650,

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