FiestaSlots Casino - Player's winnings have been confiscated.

My winnings have been confiscated due to their terms as received below. They have confiscated the winnings but not the deposit amount. I can wholly confirm that none of which they state is true.

We would like to inform you that your withdrawal has been cancelled and the amount of £1,228.29 has been removed from your balance due to the breach of the following Terms & Conditions:

 

5.9.5 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Calster03,

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 situation.

• Could you please clarify if your account is fully veried?
• Do you have access to your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Jean

H i Jean the account was fully kyc verified please see attachment.

Yes I still have access to the account.

I literally played slots continuously buying a bonus, no bonus funds were used as I refused the bonus due to the wagering.

Thank you for your cooperation.

Could you please share with me all relevant communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

Hi Jean that has been sent to you via email if there’s anything else you need let me know

Dear Calster03,

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, Jana, (jana.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,

Jean

Dear Calster03,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a FiestaSlots Casino representative to join this conversation and participate in resolving this complaint.

Dear FiestaSlots Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

Kind regards, Jana

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 Calster03,

I hope this message finds you well. I wanted to update you regarding our attempts to contact the casino. Unfortunately, we have faced multiple challenges in our efforts, and without their cooperation, there is limited progress we can make at this time. Consequently, I will be marking your complaint as "unresolved" in our system. I understand that this may not be the outcome you were hoping for, and I sincerely empathize with your situation. Please know that the decline in the rating due to unresolved complaints may encourage the casino to address the matter more seriously. Should they choose to respond, we will gladly reopen the complaint and notify you via email. In the meantime, I highly recommend reaching out to the Anjouan Gaming Authority through the validator on their website to submit a complaint. They are equipped with additional resources to assist players more effectively. If you require any assistance with your complaint or would like to share their response after you reach out, please do not hesitate to contact me at jana.k@casino.guru. I truly regret that I couldn't provide a more satisfactory resolution at this moment.

Best regards,

Jana