The player from Switzerland had a verified balance of 1,087,616.89 CHF on Caspero but faced account restrictions following the site’s announcement of closure. Despite submitting all required KYC documents, his verification page was empty, and all withdrawal options were blocked. He contacted support multiple times and demanded immediate resolution. The casino confiscated his winnings, citing the use of a payment method registered in his wife's name, which violated their terms and conditions. Although the player provided evidence of shared household authorization and prior acceptance of the payment method, the casino ceased communication and did not provide proof of payment. Given the casino's lack of cooperation and the evidence presented, the complaint was closed as rejected, with the decision based on the principle that players must use payment methods in their own name unless explicitly approved otherwise.
Caspero Casino - Player’s account is restricted before site closure.
Unjustified complaint
Amount: 1,087,616 CHF
Caspero Casino
Safety Index 1.1 Very lowCase summary
"I am a resident of Switzerland and I have a verified balance of 1,087,616.89 CHF on Caspero (OMNIO SRL). Since the site announced its closure for May 4th, 2026, my account has been unfairly restricted.
I have provided all requested KYC documents, including third-party ID and a legal proxy for previous deposit methods. Despite my full cooperation, the casino has now 'wiped' my verification page (it appears empty) and blocked all withdrawal options.
I have contacted support (Agent Regina) and the VIP department (Ticket #47992708) multiple times. I issued a formal notice with a deadline of 12:00 today, April 9th, which has been completely ignored.
This is a clear case of bad faith and attempted fund misappropriation before the site's permanent closure. I demand the immediate validation of my account and the full settlement of my balance."
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.
Dear David83,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process during which the casino ensures that funds are sent to the rightful owner. As casinos are not able to physically verify each player and their documents, this is the only way they can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it may take a few working days to complete this thorough process.
- Could you please let me know all the verification documents you have already provided and when exactly you sent the most recent one?
- Have you submitted all the required documents as soon as possible and in the correct format?
- Have you received any notification explaining why your verification page is now empty?
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,
Petra
Translation
"Hi Petra, thanks for your help. Here are the answers:
Documents provided: I have sent my identity document, proof of address and bank statements. Yesterday, April 9, I also sent my wife's ID (Marisa) and a legal proxy as requested by the support to validate the deposit method used.
Format: All documents were sent as quickly as possible, in clear photos and correct formats (JPG/PDF).
Empty page: I didn't receive any official email notification about this. Only Live Chat support (agent Regina) admitted that it was a 'technical error' after I sent screenshots of the blank page.
The casino is scheduled to close on May 4, 2026. This 'technical error' on an account with 1,087,616.89 ICC is extremely worrying and appears to be deliberate obstruction"
TranslationToday, April 13, I sent a formal notification to the management of the OMNIO group (London/Italy), including the MD Europe and the CPO, requesting clarification on a transfer of assets and a settlement of my balance of 1,087,616.89 CHF. I have attached proof of the transaction mentioned by the casino. I await a response from the central administration, as Caspero's local support remains silent.
Translation
Today, Caspero Casino zeroed out my balance of 1,087,616.89 CHF, marking the withdrawal as 'Completed' (Complété) using the 'Cash' method, which is impossible and false. I haven't received any money and the casino refuses to provide proof of banking (SWIFT).
TranslationToday, April 15, I sent a formal ultimatum to Caspero and OMNIO SRL (Ticket #48339148). The casino keeps my balance of CHF 1,087,616.89 at zero, without providing any proof of SWIFT transfer or Certificate of Winnings.
I inform you that due to the technical fraud of the Transaction ID 925745209 (marked as 'Cash'), I have just filed a complaint with the Security Police of the Canton of Vaud and notified the Swiss federal authorities (ESBK and Gespa). I will not accept delaying tactics as the site prepares to close in May.
Dear David83,
Thank you for your reply and for providing the previous details.
- Have you made any successful withdrawals in the past?
- Could you please clarify why the casino requested verification of your wife’s ID? Did they provide any explanation for this requirement, particularly in relation to the deposit method used?
- What specific communication have you received from the casino regarding the restriction of your account?
You can send all relevant documents to: petra.h@casino.guru or post your screenshots directly in the thread.
Thank you again for your cooperation.
TranslationSubject: Answers to questions – Complaint David83 (ID 205082)
Hello Petra, here are the important clarifications:
Past withdrawals and KYC timing: I made a withdrawal of CHF 1,500 on March 23, 2026, which was paid without any document requests. It was only when I tried to make further withdrawals with a much larger balance that the casino suddenly blocked my account and demanded my documents as well as those of my wife. This proves that verification is being used as a tactic to avoid paying out significant winnings.
My wife's identification: The casino requested her documents because her card had been used in the past. I have already sent everything (ID and card). However, for my actual winnings of CHF 1,087,616.89, I did not use any payment methods. The casino is trying to dredge up an old situation to invalidate a current, legitimate win.
Communication regarding the restriction: No official explanation. They blocked my withdrawals on the morning of April 14th and emptied my account that same afternoon with a fictitious market return marked "Completed" in "Cash" (ID 925745209). This is a fake computer total.
I am filing a complaint today with the Vaud Canton Security Police for theft and computer fraud.
Sincerely,
David
Translation
"Petra, look at this email from Gracia: they're asking for patience for an 'ongoing' process, while my [account/device] was already emptied yesterday via a fictitious 'Cash' transaction." This is a complete contradiction that proves their bad faith.
TranslationI inform you that I had a formal meeting with the Swiss Police (Police Cantonal de Vaud) this afternoon. They requested a complete physical dossier, including my bank statements, to document the computer fraud concerning the 1,087,616.89 CHF. My final appointment for delivery of the complete dossier pénal pour est set for Wednesday morning.
I have notified the casino that unless I receive the SWIFT bank statement or the Certificate of Winnings by then, the criminal case for misappropriation and fraud will be fully enforced. The fact that the casino marked the payment as 'Cash' is the main technical proof of the fraud presented to the authorities.
TranslationDear Petra,
I just sent a final formal objection to Samuel, Cc'ing their DPO and VIP departments. I attached my official BCV bank authorization and the proof I already sent them on April 9th.
The casino had all the legal documents to validate my account weeks ago and chose to ignore them to steal my CHF 1 million. Furthermore, my payment history shows the withdrawal as 'COMPLETED - CASH' (ID 925745209) since April 14th. You cannot 'confiscate' a transaction that your own system has already marked as 'Completed'.
This is a clear case of internal fraud and manual manipulation of my account. I am presenting all these physical documents to the Swiss police this Wednesday morning for a formal criminal investigation.
URGENT UPDATE: Immediately after I sent the legal bank evidence to the casino, they blocked my login access. As you can see in the screenshot, it now says my account is 'under review'. This is a clear attempt to stop me from collecting more evidence from my history. This is obstruction and further proof of their bad faith.
Translation
URGENT UPDATE: Massive contradictions and obstruction of evidence - ID 205082
"Dear Petra,
The situation has reached a critical level of fraud. Please see the new evidence I am providing:
Massive internal contradictions: On April 16th, Samuel emailed me saying the audit was "finalized" and my funds had been "confiscated." However, on April 17th at 9:38 PM, Janina (Support) emailed me saying the case was still "under review" and asking for patience. How can a case be "finalized" on the 16th and "under review" on the 17th?
Technical fraud: I reiterate that the CHF 1 million withdrawal was marked as 'COMPLETED - CASH' (ID 925745209) on April 14th. Marking a CHF 1 million payment as "cash" is a physical impossibility and constitutes falsification of financial records.
Obstruction: Right after I confronted them with my BCV bank authorization, they blocked my login access to prevent me from gathering more evidence for my story.
I have just sent a formal complaint to Janina denouncing these lies. I am submitting this entire chain of contradictory emails to the Swiss police this Wednesday. The casino is clearly inventing excuses while it's going to steal my winnings.
TranslationURGENT: Evidence of manipulation of files and past payments - ID 205082
"Dear Petra,
The casino (Katalina) just sent me 6 pages of my official transaction history. This is massive evidence for two reasons:
Prior acceptance: The report confirms that the casino has been accepting my deposits and successfully paying my withdrawals for over 6 months (including October 2025 and March 2026). This proves that they fully accepted my payment method and BCV bank authorization a long time ago. Their current "third-party" excuse is a lie.
Record manipulation: I have a screenshot from the website showing my CHF 1M win as 'COMPLETED - CASH' (ID 925745209) on April 14th. However, in this official report they just sent me, they have intentionally removed/omitted the CHF 1M transaction.
They provided a falsified history to conceal the major victory while confirming that they had previously paid me smaller sums. I am handing over all six pages and the original screenshots to the Swiss police this Wednesday to prove that they are falsifying evidence.
Dear David83
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,
Petra
Dear David83,
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 Caspero Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Caspero Casino,
Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions, as well as clear supporting evidence for these actions.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
TranslationSubject: OFFICIAL CRIMINAL COMPLAINT FILED - Case No. 25R0028025
"Dear Samuel and Petra,
I am updating my file with official court documents. Today, April 22nd, I filed a formal criminal complaint with the Lausanne Police (Security Police).
The case was officially registered under File No. 25R0028025 for CYBER FRAUD. The police accepted my 100-page evidence file, documenting the fraudulent simulation of a "cash" payment of CHF 1,087,616.89 and the legal bank authorizations (BCV) that the casino ignored.
I gave the casino a 24-hour ultimatum to release my funds before forwarding the police report to Gespa and ESBK for an international block on their payment processors. The Swiss authorities are now officially in charge of the investigation.
Dear All,
Thank you for bringing this matter to our attention. We formally acknowledge receipt of your complaint and wish to inform you that a comprehensive internal investigation is currently underway.
Our relevant departments are reviewing the details of the case with the highest priority.
We remain committed to a thorough resolution and will provide a formal update as soon as further information becomes available.
We appreciate your patience while we conduct our due diligence.
Best Regards,
Caspero Casino Team
TranslationI note the casino's response, but I find it unacceptable that an 'internal investigation' is only now beginning, after weeks of obstruction and after my account was blocked to prevent me from gathering evidence.
All evidence, including the fraudulent "Cash" payment status and my legitimate bank authorizations, has already been provided by the Swiss police (case 25R0028025) and the gaming providers. I expect a concrete solution, not just empty promises to buy time before the site's closure on May 4th. I will only withdraw my criminal complaint once my total balance of CHF 1,087,616.89 has been paid.
Hello everyone,
Dear Caspero Casino,
thank you for your update.
At this stage, I need to point out that this case has already escalated significantly, including involvement of external authorities as stated by the player, and the situation is time-sensitive given the seriousness of the claim and the amounts involved.
An "internal investigation" starting only now, after an extended period of inactivity, is not sufficient on its own without any concrete findings, timelines, or supporting details.
I therefore ask you to provide a clear and structured update on:
- the current status of the investigation,
- what exactly is being reviewed at this stage,
- and when you expect to be able to provide a final conclusion.
We cannot consider general statements of "ongoing review" as an adequate response at this point.
Dear David83,
I will keep monitoring the situation and will update you as soon as the casino provides a more concrete statement.
Dear Samuel,
Thank you for your patience!
Please be informed that the investigation has not started just now, it was concluded already, and the customer was informed of the final decision on this matter. What we were referring to was our preparation of evidence related to the case, to be provided to you.
We have sent you a private email with all relevant information.
Best regards,
Caspero Team
TranslationDear Samuel, The casino is trying to mislead you. They claim I was informed of a "final decision," but I haven't received anything since they publicly promised an "urgent investigation" here on this forum. If they're referring to an old email from weeks ago, it contradicts their recent promise of an investigation. My account is still blocked, and my CHF 1,087,616.89 is still missing. This is a clear tactic to stall until May 4th. I request that all the "evidence" they sent you privately be rechecked against the official Swiss Police report (Case 25R0028025) and the bank authorizations I've already submitted. They are lying to avoid paying out legitimate winnings validated by Evolution Gaming.
Hello everyone,
Thank you both for your updates.
Caspero Casino, I acknowledge the information and evidence you have provided to me via email, including your reference to the relevant Terms and Conditions regarding third-party payments.
At this stage, however, I need to address several important aspects of this case that require further clarification.
While I understand your position that the use of a third-party payment method constitutes a breach of your Terms and Conditions, it is essential to also consider the timeline, consistency of enforcement, and the overall context of the situation.
Based on the available information, the payment method in question appears to belong to the player’s wife, not an unrelated third party. In many cases, financial resources within a household may be shared, which is an important contextual factor when assessing proportionality and intent, even if the Terms and Conditions formally require payments to be made strictly in the player’s own name.
Importantly, I also need clarification on the fact that this payment method appears to have been previously used and accepted without any reported issues or restrictions. This raises an important question regarding consistency of enforcement and whether the alleged breach was only identified at a later stage, specifically during the processing of a significant withdrawal.
Additionally, the player states that the winnings were not generated from funds deposited via this payment method, which is another key point that needs to be clearly addressed.
With this in mind, I ask you to clarify:
- when exactly the wife’s payment method was first used,
- whether this method had been previously accepted and processed without restriction or issue,
- why the account was not restricted at an earlier stage if this was considered a breach,
- whether this payment method was used in connection with the gameplay that resulted in the winnings,
- and how exactly this breach justifies the confiscation of the full balance in this specific case.
Furthermore, I would like to understand why this issue was escalated only at the point of a significant withdrawal request.
At the same time, David83, I would like to ask you to support your statement regarding the use of your wife’s card. If possible, please provide any communication with the casino (emails, chat transcripts, or similar) confirming that this payment method was previously accepted or verified by the casino.
From a fairness perspective, it is important to determine whether the rules were enforced consistently and in a timely manner, and whether there is a direct and proportionate link between the alleged breach and the confiscated winnings.
I will await further details from both sides so I can proceed with a proper assessment of the case.
Dear Samuel,Thank you for your analysis. To answer your questions, I am providing formal evidence that proves the casino is acting in bad faith:Legal Authorization & Shared Household: I am attaching two official documents from my bank (BCV) and a document from our real estate agency (Regie Privée). These prove that I am a "Personne Autorisée" with full power over Marisa Antunes' accounts and that we have shared a household as a couple in Pully since at least 2024. This was a transparent, authorized family transaction.Validation by the Casino: I am attaching a crucial email from my VIP Manager (Giselle) dated March 24, 2024. In this email, she officially congratulates me on my winnings and offers to accelerate my withdrawals as a VIP member. This proves that, long after the minor deposits months ago, the casino still considered my account and my winnings perfectly valid.Consistency: The casino's own Excel file (attached) shows they processed my transactions for months without any issues. They only decided to "enforce" a rule when the win reached 1.1 Million CHF.Proportionality: My win of 1,087,616.89 CHF was not generated by those two small deposits from months ago. Confiscating a million-euro win over a minor, authorized family deposit that the casino had already accepted is predatory and disproportionate.I trust this evidence clarifies the situation.Best regards,
David Rodrigues Tavares
Subject: FINAL UPDATE - WEBSITE CLOSED & EXIT SCAM CONFIRMED
Dear Casino Guru Moderator,I am providing a critical update. As of today, May 8th, the Caspero Casino website has officially shut down (see attached screenshot). This confirms the exit scam I have been warning about.I want to highlight three major points of bad faith that occurred just before the closure:GDPR Violation: I formally requested my data transfer and the link for my personal data rights (GDPR), but the casino never provided it, intentionally withholding my information before disappearing.Evasion of Mediation: While the countdown was active here on Casino Guru, they chose to shut down their operations rather than provide the evidence you requested regarding the "third-party payment" (which I proved was a legal family authorization from my bank, BCV).The Nova Forge Network: It is crucial for the player community to know that this casino belongs to the Nova Forge network. I urge Casino Guru to apply these negative marks to all sister sites and "mirrors" belonging to this group to prevent other players from being defrauded.They have officially disappeared with CHF 1,087,616.89. My criminal case with the Lausanne Police (File No. 25R0028025) remains active. I ask that you close this complaint as 'Unresolved - Casino Failed to Cooperate/Exit Scam' to warn the public about this criminal group.Thank you for your support during this process.
Dear All,
Thank you for your detailed feedback and for highlighting these specific points of inquiry.
We acknowledge the complexity regarding the relationship of the third-party account holder and the concerns raised. To ensure we provide a thorough and accurate response to these nuances, we require a brief extension.
We are currently conducting a deeper internal audit of the player’s history.
We appreciate your patience while we ensure all facts are correctly addressed.
Best Regards,
Caspero Casino Team
Hello everyone,
thank you for the update.
Dear Caspero Casino,
I will allow a short extension for your internal review. However, I want to state clearly that the concerns raised by the player in this case are very serious and, based on the information currently available, several aspects remain highly problematic from a fairness and proportionality perspective.
At the moment, the available evidence appears to show that:
- the payment method belonged to the player’s wife within a shared household,
- the player appears to have had formal authorization over the account,
- the casino processed transactions for an extended period without restriction,
- the account continued to receive VIP treatment and withdrawal-related communication long after the deposits in question,
- and the issue only seems to have been escalated once a very large withdrawal became involved.
These are extremely important contextual factors that cannot simply be ignored by relying solely on a generic third-party payment clause.
Additionally, if the website is indeed no longer operational, this naturally raises even more serious concerns regarding the casino’s ability and willingness to properly resolve outstanding player balances and ongoing disputes. Given the circumstances of this case and the information currently available, there are already significant concerns regarding the fairness, consistency, and proportionality of the casino’s actions toward the player.
I therefore expect the casino’s next response to provide a meaningful and transparent clarification of the situation, supported by relevant evidence where necessary, so the matter can be properly assessed.
I will now wait for the casino’s detailed clarification.
Dear all,
Thank you for the reply.
We kindly inform you that we reviewing your case with the relevant department.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
Caspero
Hello Everyone,
Dear Caspero Casino, thank you for the update.
However, at this stage the response is still too general and does not address the specific concerns raised in the complaint. I will allow a short extension for your internal review, but I expect a more detailed and concrete clarification in the next update so the case can be properly assessed.
Dear David83, thank you for your patience, do you have any new updates or changes from your side in the meantime?
Dear Samuel,
Thank you for your ongoing support and for calling out the casino's transparent delay tactics.
As an update from my side, the Caspero Casino website is now completely down and the servers have been fully deactivated, making their claims of an 'internal review' technically absurd. They are simply abusing your forum's timers to buy time.
If this matter is not fully resolved with a verified payment within 24 hours, I request you to close this case as a definitive Exit Scam, and I will immediately proceed with the following actions:
Formal Complaint to MOKAS (Cyprus Financial Intelligence Unit): I will file an official criminal report requesting an investigation into Mirata Services Ltd (Registration No. HE 438098, located at Louloupis Court, Limassol, Cyprus), which operates as the direct payment processing subsidiary of Novaforge Ltd (Company No. 15684). The report will cite structural cyber-fraud and suspected money laundering.
Notification to the Anjouan Gaming Board: I will submit a formal complaint to the Anjouan Gaming Authority (License No. ALSI-152406028-FI2) regarding company number 15684 for corporate theft.
Evolution Gaming Action: I will officially update the compliance team at Evolution Gaming that this operator executed an 'Exit Scam' to confiscate my CHF 1,087,616.89 legitimate winnings.
Global Blacklisting: I demand that Casino Guru permanently links the Novaforge Ltd corporate identity to this case so that any future connected brands using the IG Play platform (such as Casoola, Spinsy, or Spinsfests) are automatically blacklisted.
Terms of Settlement:
Believe my word, as I have proven before, I do not bluff. The game is on your side now. I demand full payment, along with the official certificate of winnings required for tax clearance in Switzerland and as proof of legitimate source of funds for my bank. Only after the full amount is successfully credited, cleared, and verified by my Swiss bank, I will formally request the Lausanne Security Police (File No. 25R0028025) and Casino Guru to close the active cases.
Best regards,
David Cristophe Rodrigues Tavares
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 Samuel,I am writing to provide definitive, irrefutable evidence of a planned financial fraud, selective Exit Scam, and severe data breach (GDPR violation) by the casino operator.Please look at the attached official email sent to me by the casino. They explicitly stated to me in writing that the website was permanently ceasing all operations on May 4th, 2026, and that all player accounts would be closed. They used the pretext of a corporate transfer to a company in Costa Rica (OMNIO S.R.L.) to justify taking my data and locking me out.However, as proven by the desktop-view screenshots attached from the affiliate networks updated just yesterday, May 26th, Caspero Casino remains 100% active, operational, and is currently managing its databases under Novaforge Ltd and Anjouan license ALSI-152406028-FI2. Their own public corporate profile explicitly notes: 'Cette licence oblige Caspero Casino à verser les gains'.This is a malicious, selective Exit Scam. They simulated a corporate closure and implemented a strict geographical block against Swiss IPs and my personal account solely to confiscate my legitimate winnings of CHF 1,087,616,89. They lied to me about closing, and they are lying to you about an 'ongoing internal audit' simply to buy time. You cannot conduct a technical audit on a website that you officially declared closed to the player weeks ago.If the operator fails to resolve this matter during this final timer, I formally request that Casino Guru applies the blacklisting penalty directly to the parent company, Novaforge Ltd, and its entire network of connected brands, rather than just the Caspero domain. The corporate owners are fully responsible for this technical deception and must face global consequences across their entire empire.
Best regards,
David
Dear all,
thank you for the provided information.
We apologise about the delay but the relevant department is still checking the case. Once there is update you will be informed accordingly as soon as possible.
Thank you for the understanding!
Best Regards,
Team Caspero
Hello everyone,
thank you for the updates.
Dear Caspero Casino,
I have to be very direct at this point.
This complaint has been ongoing for several weeks, and despite multiple extensions, we still have not received any meaningful clarification regarding the key issues raised in this case. Each response so far has consisted only of a statement that the case is still being reviewed by the relevant department.
That is no longer sufficient.
The player has raised serious concerns, submitted additional evidence, and provided information that appears to contradict some of the explanations previously given. Regardless of the final outcome, the complaint cannot be properly assessed without a substantive response from the casino.
Therefore, I ask once again that you provide a detailed position on this case, including:
- the exact reason for the confiscation of the player's balance,
- the specific terms and conditions allegedly violated,
- the evidence supporting your conclusions,
- clarification regarding the player's allegations concerning the closure and continued operation of the casino,
- and an explanation as to why the review has been taking so long.
Please understand that simply stating that the relevant department is still checking the case is no longer an adequate response after this amount of time.
Dear David,
I acknowledge the additional information and evidence you have provided. While I understand your frustration, I would still ask that we focus on obtaining a clear and evidence-based response from the casino before drawing final conclusions.
For now, I will once again await the casino's detailed clarification. However, I expect the next response to address the outstanding questions directly and substantively.
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.
Hello everyone,
Dear Caspero Casino,
I must once again ask you to provide a substantive response to this complaint. The case has now been pending for a considerable amount of time, and repeated statements that the relevant department is still reviewing the matter are no longer sufficient.
Please respond to the outstanding questions raised in this complaint and provide your position without further unnecessary delay.
Dear David,
could you please let me know if there have been any new developments on your side since your last update? If you have received any communication from the casino or have any new information relevant to this case, please share it with us.
Thank you both for your cooperation.
Dear Samuel,
There are absolutely no new developments or communications from my side. The casino remains in total silence and has failed to present any banking proof of transfer for my legitimate balance of 1,087,616.89 CHF to my BCV account.
The strict deadline and the final extension given to the casino have already expired several days ago. As a player, I have fully cooperated, provided all ironclad evidence from my Evolution Gaming VIP sessions, and remained completely silent as requested.
The operator has chosen not to cooperate and has ignored your final ultimatum. I kindly request you to officially close this complaint as "Unresolved" without further delay, as I need your final verdict to immediately proceed with my Swiss attorney in Zurich and advance with the ongoing criminal proceedings.
Thank you.
Hello everyone,
after carefully reviewing all the information and evidence available to me, I have reached my final decision regarding this complaint.
First of all, I would like to point out that I am disappointed the casino decided to stop cooperating during the later stages of this investigation. Continued communication would certainly have helped clarify the remaining questions surrounding this case.
However, despite the casino's lack of further responses, I must base my decision on the objective evidence that was made available to me.
The only relevant evidence the casino provided during the investigation was a screenshot from its internal system showing the payment method used for the deposits. According to this information, the deposits were made using a bank card issued in your wife's name rather than your own.
As a general principle, players are expected to use payment methods registered in their own name unless the casino has explicitly approved an alternative arrangement. Based on the evidence available to me, I am unable to conclude that the casino acted unreasonably when it decided to withhold the winnings under these circumstances.
For this reason, I am unable to continue disputing the casino's decision, and this complaint will now be closed as rejected.
David, I understand that this is not the outcome you were hoping for. I know you have already contacted the relevant authorities, and I sincerely hope they will be able to fully review your case and, if appropriate, help you defend your claim to the disputed winnings.
I wish you the very best of luck, and thank you for your cooperation throughout the investigation.
Samuel
Casino Guru
