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.

Hello,

We acknowledge your follow-up and understand the points you have raised. However, we must reiterate and clarify the position with greater precision.

• KYC Verification

The completion of KYC verification confirms identity only. It does not constitute a full compliance clearance of an account, nor does it limit or override the casino’s right to conduct ongoing monitoring and additional checks. Security, fraud, and risk assessments are performed continuously, including after verification and after a withdrawal request is submitted.

• Timing of the Action

The fact that your account remained active during gameplay, verification, and the initial withdrawal stage does not imply approval or legitimacy of the activity. The status "processing" is an interim step and does not represent a finalized or guaranteed payout. Final approval is always subject to comprehensive post-activity reviews, which may conclude after the withdrawal request is made.

• Reason for Closure

Following extended internal checks, your account was conclusively linked to activity consistent with chargeback-related fraud. These determinations are made based on a combination of internal systems, payment provider feedback, and risk analysis tools. Such findings may not be immediately available at the time of deposit or withdrawal request but can surface during subsequent reviews.

• Request for Evidence

We understand your request for detailed evidence. However, please be advised that we are not obligated to disclose internal investigation methods, risk indicators, or third-party data, as doing so would compromise our fraud prevention and security protocols.

• Outcome

As previously stated, the account closure and voiding of winnings have been applied in accordance with the Terms and Conditions. The refund of your original deposit has already been initiated. No winnings are payable.

This decision remains final and will not be reconsidered. Further requests for reversal or additional justification will not change the outcome.

-The FijiCasino Team

Hello,

Thank you for the response.

However, I find FijiCasino’s position highly concerning.

They are making a serious accusation of "chargeback-related fraud", yet refuse to provide any evidence whatsoever to support this claim. Simply stating that something was found through "internal systems" without providing any verifiable proof is not sufficient—especially when it is being used to justify confiscating $3,013 in winnings.

I would like to reiterate:

My KYC verification was completed and approved prior to any of this.

I was allowed to deposit, play, and request a withdrawal without any restrictions.

I was explicitly told that my withdrawal was being processed.

Only days later, after I followed up, my account was suddenly closed and winnings voided.

If there were genuine concerns about fraud, it raises serious questions as to why:

I was allowed to continue playing,

My account was verified,

And a withdrawal was initially processed.

FijiCasino is now relying on vague statements and refusing transparency, while expecting that to justify withholding legitimate winnings.

I respectfully ask that FijiCasino provide at least some form of verifiable evidence or specific explanation to support this accusation. Without this, the claim appears unsubstantiated.

I also ask Casino Guru to review whether it is fair for a casino to confiscate winnings based solely on undisclosed internal conclusions, with no evidence provided to the player.

Thank you.

Dear FijiCasino,

Thank you for your response and for outlining your position.

Given the seriousness of the allegation regarding chargeback-related fraud, we kindly ask you to provide supporting evidence demonstrating the link between the player’s account and the mentioned activity.

We fully understand that certain details and internal procedures cannot be disclosed publicly. Therefore, please forward the relevant evidence and supporting documentation to us privately at barbora.p@casino.guru for review.

Please note that accusations of chargeback-related fraud require sufficient substantiation, and we will carefully assess the materials provided to determine whether the applied actions were justified.

Thank you in advance for your cooperation.

Dear Barbora,

Thank you for your message.

We are prepared to share relevant evidence with Casino Guru for the purpose of your internal review, only on the condition that the information will not be shared publicly, reproduced, or disclosed to any third party (including the player) in any form.

Please confirm your understanding and acceptance of this confidentiality requirement, and we will proceed accordingly.

We do not provide detailed fraud detection evidence publicly or unconditionally, as doing so would allow fraudsters to adapt and improve their practices. Protecting our methods is essential to maintaining the integrity of our platform.

Thank you for your cooperation.

-The FijiCasino Team

Hello,

Thank you for the update.

I understand that FijiCasino is offering to provide evidence confidentially to Casino Guru. I have no objection to this, and I fully support Casino Guru reviewing any materials they provide.

However, I would like to emphasize the following:

I strongly deny any involvement in chargeback-related fraud.

My account was fully KYC verified prior to gameplay and withdrawal.

I was allowed to deposit, play, and withdraw without any restrictions, and was told my withdrawal was being processed.

The account closure and accusation only occurred after I followed up on my withdrawal, which raises concerns.

While I understand that certain internal methods may remain confidential, I trust that Casino Guru will carefully review the evidence and determine whether it genuinely supports such a serious accusation.

If the casino’s claim is valid, it should be supported by clear and convincing evidence, even if reviewed privately.

Thank you.

Dear FijiCasino,

Thank you for your response.

We understand your concerns regarding confidentiality and confirm that any materials shared with us will be reviewed internally only and will not be disclosed publicly or shared with the player or third parties.

Please proceed with sending the relevant supporting evidence and documentation to barbora.p@casino.guru for our confidential review.

Thank you in advance for your cooperation.

Dear Barbora,

All relevant supporting evidence has been provided via email for confidential review.

-The FijiCasino Team

Hello,

Thank you for the update.

I would like to make an important clarification:

I have never initiated any chargeback against FijiCasino, which makes their accusation of "chargeback-related fraud" very confusing to me.

Additionally, FijiCasino themselves stated that my original deposit has already been refunded. This raises a serious question — how could I possibly dispute a transaction that they have already refunded on their own? There would be no reason or basis for me to initiate any chargeback in this situation.

To my knowledge:

I did not dispute any transaction with FijiCasino

I did not contact my bank or card provider to reverse any payment

My account was fully KYC verified prior to gameplay and withdrawal

I kindly ask that Casino Guru carefully verify whether the evidence provided actually shows a direct chargeback made by me, or if it is based on assumptions or indirect associations.

If the accusation is not tied to an actual chargeback initiated by me against there casino, I believe it would be unfair to confiscate my $3,013 in winnings based on unverified or indirect risk indicators.

I trust Casino Guru will review the evidence thoroughly and determine whether it genuinely justifies such a serious action.

Thank you.

Dear FijiCasino,

Thank you for providing the supporting evidence. We have reviewed the materials submitted and have sent you a follow-up email requesting some additional clarification regarding this case.

Please check your inbox and respond at your earliest convenience.

Thank you in advance for your cooperation.

Hello,

Thank you for the update.

I appreciate Casino Guru taking the time to review the evidence and request further clarification.

I would just like to reiterate that:

I have not initiated any chargeback against FijiCasino

My account was fully verified (KYC) prior to gameplay and withdrawal

I was allowed to deposit, play, and request a withdrawal, which was marked as processing

Given this, I trust that the additional clarification requested will help determine whether the casino’s actions were justified.

Thank you.

Dear Barbora,

The answer has been provided via email.

-The FijiCasino Team

Dear Player,

Thank you for your patience while we carefully reviewed your case.

After examining the evidence provided by the casino, including documentation related to a previous payment dispute on an affiliated brand, we have concluded that the casino acted in accordance with its Terms and Conditions.

The casino demonstrated that a chargeback had been initiated on a related brand prior to your activity at FijiCasino. We also verified that both casinos operate under the same ownership group. According to Clause 12.8 of the casino’s Terms and Conditions, initiating a chargeback on an affiliated platform may result in account closure and voiding of winnings across related brands.

We also note that your original deposit was refunded.

Based on the available evidence, we consider the casino’s actions justified, and therefore we are unable to proceed further with this complaint.

Thank you for your understanding.

Kind regards,

Barbora