Enjoy11 Casino - Player's winnings have been confiscated.

Casino Name: Enjoy11 Malaysia

Website:

https://m.enjoy11my.online

I am filing a complaint because Enjoy11 Malaysia has failed to pay my legitimate winnings in full.

Details of the case:

– I deposited RM 30 into my account and received daily bonus winnings.

– My total winnings reached RM 103,000.00.

– The casino paid only RM 7,904.12 and withheld the remaining RM 95,095.88 without any valid explanation.

– The support team accused me of violating their rules but provided no evidence.

– My account was blocked, preventing me from checking transactions or contacting support through the website.

I have proof of my deposits, winnings, and the partial payment received.

I am requesting Casino Guru to help mediate and ensure Enjoy11 Malaysia pays the full outstanding amount of RM 95,095.88.

This is an urgent matter as I have been completely cut off from accessing my account or communicating with the casino.

Player ID / Username:

[personal information hidden by Casino Guru]

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.

What types of games did you play?

Could you please send me a link to the bonus you activated and played with?

Has the casino specified which rules you allegedly violated?

Have you submitted any identity documents to the casino for verification?

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

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If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

I won in the live casino slot with the vendor Evolution Gaming (XXXtreme Lightning Roulette), and Evolution paid my betting winnings directly, amounting to RM103,000.

When I attempted to withdraw the funds, Enjoy11my did not pay the full amount. Yesterday, they promised to pay as per the message shown, but today, when I inquired about the blocked withdrawal, they immediately closed my account ID.

I am unable to provide the link to my winnings because my account has been completely blocked. They also did not specify which rule I allegedly violated.

I am at VIP level and eligible to withdraw up to RM100,000.

Thank you for your assistance.

Hello Veronika,

As discussed earlier, I have already communicated with the casino through their live chat. However, until today, they have not informed me specifically what rule I allegedly violated.

They only mentioned a general statement about "double-sided placement, illegal placement, or abnormal betting patterns" without providing any evidence or clear explanation related to my case.

Thank you for your continued assistance.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear syurarmp786,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Enjoy11 Casino representative to join this conversation and participate in resolving this complaint.

Dear Enjoy11 Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Thank you, Veronika and Stefan, for taking over my case. I sincerely hope this matter can be resolved promptly. The delay has caused me significant inconvenience, and I believe a swift resolution is in everyone’s best interest. I am ready to provide any further details or documents needed. I kindly urge Enjoy11 Casino to respond without further delay so that this issue can be settled fairly.

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 syurarmp786,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru