EGroup88 Casino - Player's account has been frozen.

The casino accused me for doing "opposite bet" which I dint. They frozen my account and would not let me withdraw. I've contacted the CS of the casino and they asked me to contact [email protected]. I have sent multiple email to that address but no reply from them.

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Hello,

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.?
• Do I understand correctly that you had RM4000 (dispute value) in your casino account before you lost access to it?
• 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,

Kristina

1) Mostly Casino ( as the screenshot show the provider say the opposite bet is from Playtech and PlayAce )

2) Yes RM4000

3) Without bonus

Thanks.

Thank you very much for your reply. Was this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to me. My email address is [email protected]. Alternatively, you can post screenshots here. Thank you in advance.

Hi, Yes this is the only explanation given. I've sent multiple email to them but dint receive a single reply.

Dear syf1995

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 ([email protected]). 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,

Kristina

Hello syf1995,

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

We would like to invite EGroup88 Casino to join the conversation.

Dear EGroup88 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 via email at [email protected]

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 syf1995,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

Here’s a smoother and more polished rephrasing:

I would strongly recommend choosing casinos based on their reviews and ratings in the future, and registering only with reputable, licensed operators that have a proven history of successful payouts. This can greatly reduce the likelihood of situations like this arising again. I’m sorry we weren’t able to be of more help in this particular case.

Best regards,

Michal

Casino Guru