Cipherwins Casino - Player's winnings are being confiscated.

Deposited 200$. Played up to 1500$. Did KYC. Asked for withdrawl.

2 days later, email about winnings being confiscated and 200$ balance being returned. Quoting terms and conditions but doesn't say which. Sent email to clarify, they said decision is final. Ask how can I find out the reason, they said to contact the licensing and that they would give the information to the ADR when I get one... but none is listed.

Hello,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please list which documents you provided to the casino during the verification process?
• Have you provided these documents directly to the casino, or were you asked to submit them via a third-party verification system, such as SumSub?
• Did you achieve your current balance with the help of a bonus?

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

Important Notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Morning! Thanks for your assistance.

Deposit 200$.

Played slots only. Just a random variety of slots.

KYC was done on their website via online submission. Send drivers license. A bank statement with address and a screenshot from my online banking showing the 200$ deposit.

They then sent an email saying I was fully verified.

Then I made a 500$ withdrawal.

Then email i sent as evidence was sent and balance returned to 200$

There was no deposit bonus used.

I had sent them a follow up email and their response yet again was the same. Their decision is final and based on their terms and conditions but for the life of me aren't telling me anything more. They just keep saying please reach out if you have any questions...

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Jjean018,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

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

Dear Cipherwins Casino,

I would appreciate more details regarding the player's actions that were considered a breach of your rules, as your email communication to the player covers various scenarios. You can send the information and evidence to me at michal.k@casino.guru.

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 Jjean018,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru