Claps Casino - Player’s withdrawal has been confiscated.

I won at claps casino and my balance increased to 1190 dollars. After that I requested a withdrawal. It took a really long time and when I asked why the withdrawal wouldn't go through I received the message in the attachment below in my email. I don't understand what rules I have broken if I have won from live casino and slots. I would like to get the money they robbed me of and after this I don't have to deal with that casino anymore

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Dear Odikka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Dear Odikka,

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.

I mainly focused on live casino, but I also played slots and bought bonuses.

the account was verified and they did not require any further documents.

I had no active bonuses when I made a withdrawal and the wagering requirements on the deposit amount had been met when I made the withdrawal.

If you want to know what live casino games I play, I can't remember exactly because I can't access my account, but my favorite games are baccarat, blackjack and roulette, so I think these 3 were played at the live casino.

Dear Odikka,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Odikka,

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,
Katarina
Casino.Guru