EmberBet Casino - Player's withdrawal has been denied without explanation.

I made a withdrawal of €920. Documents were requested which I uploaded and they were approved. However, €80 was returned to the gaming account and €920 was denied on the grounds of fraud. I was given a statement that I had violated section 12.10 but no further information. I have played and deposited on my own desktop computer and my phone in my gaming account. I have had to ask my daughter for help in sending the documents and in the chat service because I have not been able to do this myself and my daughter has been taking care of these from her own home. But my daughter has not played games on the account or anything else. The casino's response to me was:

We understand that you would like further clarification regarding this matter. However, we regret to inform you that we are unable to provide any additional information beyond what has already been communicated.

Please be assured that your case was thoroughly reviewed by the relevant department and assessed in accordance with our terms, conditions, and internal procedures. Following this review, the decision reached remains final.

We appreciate your understanding in this matter.

I asked them to tell me what I had broken but they refused to tell me. Unbelievable behavior!

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Dear Jouni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal from the casino.

In order to better understand your situation and assist you effectively, could you please provide clarification on the following points:

• What specific documents did you upload for the withdrawal process?
• Did you receive any confirmation when the documents were approved?
• Have you had previous withdrawals processed without issue?
• Could you please clarify whether you claimed or used any bonus or promotion?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Withdrawals could not even be made before the account was verified.

I hope the pictures don't go public because they contain personal identification numbers etc.

This €80 that they returned to my account after denying it €920, I put it in for withdrawal and the withdrawal was approved. So they paid me €80.

Dear Jouni,

Thank you for providing the additional information.

The casino has informed us that the confiscation was related to an alleged violation of its bonus terms.

As you confirmed that you used a welcome bonus, could you please clarify whether, to your knowledge, you complied with all applicable bonus terms and wagering requirements? Do you deny violating any bonus rules while accumulating the disputed winnings?

Thank you very much for your cooperation. I look forward to your reply.

Karla M.

Hello,

and thanks for the answer. It is strange why the Casino could not tell me the reason when I asked why the winnings were voided. I do not think I have broken any bonus rules. They have a big list of games that are not allowed to be played with bonuses, and I do not think I have played these games either. It is also unreasonable that if the casino has strict criteria for games that are not allowed to be played with bonuses, they can be played with active bonuses, because no player can know which game is allowed to be played because the list is so big. I have mostly only played: Starburst, the dog house, big bass different games, thunder coins, coin strike. If I have broken 920€

conditions, they must also prove that I have done so. In which game have I played and won so much that €920 was voided? Why did I still get €80 withdrawn from that amount?

Here is a picture of the balance reports if that's of any use.

Dear Jouni,

Thank you for your clarification.

To better assess the alleged bonus violation, could you please clarify the following:

1. Do you still have access to your casino account and complete game history from the period when the welcome bonus was active?
2. Do you know what the maximum bet you placed while the bonus was active was?
3. If possible, could you please provide your complete game history covering the period from when the bonus was activated until the wagering requirements were completed?

You can send the game history to karla.m@casino.guru if necessary.

Thank you for your cooperation.

Karla M,

Hi, I can access my game account. I tried to take a video but email won't let me send such large files. I tried attaching pictures here and there. I hope you can see something. I have been playing with bets of €0.50-€3 almost all the time, especially when I haven't had that much money in my account. However, I haven't been able to withdraw enough money from my balance with a bet that is too small that €920 can be denied from me. The casino can deny something if they feel I have committed a major offense and can show me that, but I don't accept that €920 be denied.

Dear Jouni,

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 K., (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,

Karla Mayfly

Hello Jouni,

I'm Michal, and I have taken over the handling of your complaint.

I have reviewed the case. As part of our standard procedure, I would normally invite a representative of EmberBet Casino to join the discussion. However, the casino does not currently have a representative account registered on our platform and is therefore unable to respond directly in this complaint thread.

I will contact the casino through its publicly available communication channels and invite its team to participate in resolving the matter. I hope we will be able to clarify the circumstances and help you reach a suitable outcome.

I will update you here as soon as I receive any new information.

Hello,

and thank you. Let's hope that a representative from Emberbet agrees to come and resolve the matter. They must have proof that I made a mistake.

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.

Apparently the Casino is also denying bigger winnings to others and accusing them of violations. However, the Casino is not joining the discussion to clarify things. Shouldn't their casino be blacklisted and this should be reported to someone who monitors casinos. This is a scam.

Dear victory1945,

I have tried to contact the casino repeatedly but have received no response. 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 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.

In the meantime, you may wish to consider escalating your case to the Alternative Dispute Resolution (ADR) provider. According to our data team's findings, EmberBet Casino should hold a license under the Anjouan Gaming (AOFA) Authority, and all licensed operators under this Authority are required to engage one or more Alternative Dispute Resolution ("ADR") providers approved by the Authority.

You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

You might also find our How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how they responded at michal.k@casino.guru.

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

Best regards,

Michal

Casino Guru