Christchurch Casino - Player's winnings are confiscated.

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*Subject: Dispute over voided winnings - Account, Christchurch Casino*

On 14 April 2026 I requested a withdrawal of my full account balance of 5,000 NZD. Christchurch Casino approved 3,560.80 NZD for withdrawal to my Westpac account ending 8600, transaction ID 456989380. The remaining 1,439.20 NZD was later voided and my account closed for "bad faith" under clause 15.2(iii).

I played with cash only. I had lost all bonus funds and deposited 10 NZD cash. I did not use any active bonus at the time of play. I turned 1,000 NZD of my balance into 6,000 NZD using 100 NZD bets. No bonus terms or max bet rules applied.

Christchurch’s email provided no specific evidence of a breach, no game logs, and no explanation of how my play violated their terms. They stated I was banned from other casinos, but did not show how this relates to my play at Christchurch. Being banned elsewhere is not evidence of a breach here.

The contradiction is that Christchurch processed 3,560.80 NZD as a withdrawal to my bank, confirming they initially accepted the balance as legitimate. They cannot approve a withdrawal and later reclassify it as a "deposit refund" without providing evidence.

I request eCOGRA to obtain Christchurch Casino’s game logs, bet history, and the specific T&C clause I allegedly breached. If Christchurch cannot provide evidence of a breach, I request that they be ordered to pay the remaining 1,439.20 NZD.

Attachments: Withdrawal request email, withdrawal approval email, support confirmation email, bad faith notice email.

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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.

• Have you been blocked from any casinos belonging to the same network as ChristChurch Casino? If so, please specify which casino and the reason for the closure of your account.
• What games did you play to accumulate your winnings of 6,000 NZD?
• Have you ever requested a chargeback for any of your deposits at any online casino?
• Did you submit any identity documents to this casino for verification before your account was blocked?

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

Hello Veronika,

Thank you for your help. Here are my answers:

1. I have not been blocked from any casinos belonging to the same network as Christchurch Casino. Christchurch Casino is the only casino from that network I have an account with.

2. I played Wacky Panda, Ghost of Dead, and Book of Dead to accumulate my winnings of 6,000 NZD.

3. No, I have never requested a chargeback for any deposits at any online casino.

4. Yes, I submitted my identity documents to Christchurch Casino for KYC verification. My account was locked while a 5,000 NZD withdrawal was pending, and I was later told the withdrawal was changed to 3,560.80 NZD.

I have submitted a GDPR Subject Access Request to Christchurch Casino for my full transaction and game history. I will forward this to you as soon as I receive it so you can review the withdrawal and account lock details.

Best regards,

Singh307

Dear Singh307

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, Michal (michal.k@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

Hi Veronika,

Thank you for the update and for all your help so far. I really appreciate the time and effort you’ve put into my case.

I understand my complaint is now with Michal and that no action is required from me at this stage. I look forward to hearing from him if any additional details are needed.

Thanks again for your support.

Best regards,  

Cree Singh

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Hello Singh307,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to gain further insight into this issue and to explore how I might be able to assist.

We would like to invite Christchurch Casino to join the conversation.

Dear Christchurch Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance

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Hi Michal,

Thanks for taking over my case and contacting the casino. I’ll wait for your update.

Thanks,

Singh307

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Dear Singh307,

Thank you for your feedback.

We can confirm that our Complaints Team contacted you via email on 5 May 2026 regarding your dispute; however, we have not received any further communication from you in response.

We kindly ask that you check both your inbox and spam/junk folder for this email. Please note that the communication was sent from complaints@christchurchcasino.com.

You may also contact our Complaints Team directly using this email address.

Regards,

Christchurch Casino

*Subject:* Re: Dispute – Account Singh307 / Ms Singh – Verification Query

Hi Christchurch Casino Complaints Team,

I received your email dated 5 May 2026 regarding my dispute.

I had already completed full verification on 14 April 2026, which Christchurch casino processed part of my withdrawal at that time of $3560.80 that I received on 23 of April 2026 in my Westpac account that Christchurch casino paided. Now I am hear clearly saying that my withdrawal was $5000 Christchurch casino refused to pay me the amount owed to me

Can you please explain:

1. Why are you requesting verification again now?

2. Is submitting these documents the condition for releasing the rest of my winnings that were confiscated?

I want to resolve this quickly, but I need to understand why I’m being asked to re-verify when it was already done. I have screen shots of my winnings. Emails also that Christchurch casino accounts team paid me part of my withdrawal I am still owed $1439.20. I was already verified to receive part of my withdrawal I feel like Christchurch casino should pay me the rest of my winnings they held I am was already verified. I really was so excited to play there because of the name I am from New Zealand and I have visited Christchurch so many times. Asking Christchurch to release the rest of my funds I am owed and close this case please

Account username: Singh307  

Email on file: c************7@gmail.com

Kind regards,  

Ms Singh

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Dear Singh307,

Kindly respond directly to the email received from the Complaints Team, and they will advise you further regarding this matter.

Regards,

Christchurch Casino

Hi can you please send the email again thank you

Dear Singh307,

Please be advised that the email issued by our Complaints Team dated 5 May 2026 has now been resent under ticket reference 9193220.

Regards,

Christchurch Casino

I appreciate everyone's feedback.

I remain hopeful that this issue will be resolved shortly. I will continue to keep an eye on the progress.

Dear Singh307,

I trust that once you complete the requirements outlined in the email from the casino team, your account will be successfully verified again and your winnings will be processed accordingly. If any intervention from our side will be needed, I'm here to assist.

Okay so I just received a email from Christchurch casino. Will do that thank you please give me a bit of time. I will go to the bank in the morning thank you ☺️

Dear Singh307,

Thank you for the response. As I mentioned, I trust that once you complete the requirements outlined in the email from the casino team, your account will be successfully verified again and your winnings will be processed accordingly.

Please keep me informed of any important updates and let me know once the winnings have been received.

Dear Singh307,

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.

Dear Singh307,

While it appears that the matter has been clarified and you most likely have received the winnings, otherwise you would likely still enquire about them, we have not received confirmation from you on whether this case can be considered sufficiently addressed or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected. I would like to thank the casino team for their cooperation.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru