FijiCasino - Player's account has been closed and winnings confiscated.

Hello,

I would like to file a complaint against FijiCasino regarding unfair treatment and withheld winnings.

I deposited and played on their site and accumulated $3,013 in winnings. I submitted a withdrawal request and was informed that the payout was being processed.

My KYC verification was completed and approved the same day, so there were no outstanding verification issues on my account.

However, four days later, after I contacted their live chat to follow up on the withdrawal, I was suddenly told that my account had been closed and that I was no longer welcome to play on their site.

At the same time, they also informed me that my balance of $3,013 would be voided, even though the withdrawal had already been confirmed as being processed earlier.

No clear explanation or valid reason has been provided for closing my account or confiscating my winnings. I had fully complied with their verification process and was previously told the withdrawal was being processed.

I believe this is unfair and would appreciate your assistance in reviewing this case and helping resolve the matter so that my $3,013 in legitimate winnings is paid out.

I can provide screenshots showing my verified account, the withdrawal request, and the messages stating my payout was being processed before the account was closed.

Thank you for your assistance.

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.

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 to accumulate your winnings?
• Did you play with or without an active bonus?
• Have you tried reaching out to the casino through email to ask why your account was closed and your winnings confiscated?

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

Hi,

Baccarat live, no bonus. They do not reply in any way whatsoever. They even stopped replying on live chat and will not give any real update. I feel like I’m being scammed.

Sincerely,

Hello!

After a comprehensive internal review of your account activity at FijiCasino, we confirm that your account has been permanently closed in accordance with our Terms and Conditions.

Please note the following:

• Right to Account Closure

The casino reserves the unequivocal right to close player accounts at its sole discretion and without obligation to provide detailed reasoning, particularly in matters related to security, fraud prevention, and compliance.

• Reason for Closure

Your account was identified in connection with chargeback-related fraud activity. As a result, you are not permitted to use this platform or any other brands operated by the same group.

• Winnings Voidance

In line with the applicable Terms and Conditions, all winnings have been voided. A withdrawal status marked as "processing" does not represent a final approval or an entitlement to payout.

• Deposit Refund

Your original deposit refund has already been initiated and is currently in process. No further payments are due.

• Final Position

This decision is final and non-negotiable. No further correspondence regarding the reinstatement of the account or payment of winnings will be entered into.

Thank you for your understanding.

-The FijiCasino Team

Hello,

That is a clear lie. I will be contacting your regulator. I did not did anything against any rules. That is a big accusation please prove this now.

Sincerely,

Hello,

I would like to clarify an important point regarding FijiCasino’s statement.

My KYC verification was completed and approved prior to all of this. It was done the same day I played and requested the withdrawal, and my account was already verified before any issue was raised.

After my winnings reached $3,013, I requested a withdrawal and was informed that the payout was being processed. At no point during gameplay, verification, or the withdrawal request was I informed of any issue with my account.

It was only four days later, after I contacted live support to ask about the withdrawal status, that I was suddenly told my account was closed and my winnings were voided.

FijiCasino is now claiming "chargeback-related fraud," but this was never mentioned before the withdrawal, and my account had already passed KYC verification beforehand. If there was truly an issue, it should have been raised before allowing deposits, gameplay, verification approval, and a withdrawal request.

I respectfully ask that FijiCasino provide clear evidence supporting their accusation, as I strongly dispute any claim of chargeback fraud.

Thank you.

Dear FijiCasino representative,

Thank you for reaching out to us and providing more information regarding the player's issue. We will get back to you once we collect more data from the player himself.

Dear Shumanking,

Have you ever asked your bank to issue a chargeback for deposits made to this or any other online casino?

Hi Veronika,

No I have not. Please ask them to prove this. This is a lie.

Sincerely,

Hello Shumanking,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Any update?

Dear Shumanking;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Shumanking,

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, Barborka, barbora.p@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

Hi Karla,

Thank you again, and I wish Veronika a speedy recovery. I am so sorry to hear that.

Kind Regards,

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite FijiCasino representative to join this conversation.

Dear FijiCasino,

Could you please provide clarification regarding this case?

Thank you in advance.