The player from Switzerland reported that all his casino and sports winnings had been deleted due to accusations of bonus manipulation, which he believed was a pretext by the casino. He was unclear about how he could have manipulated anything. The complaint was closed by the Complaints Team because the issue involved sports bonus manipulation, an area outside their expertise and available tools, preventing them from fairly assessing the casino's internal investigation. Consequently, the complaint could not be resolved further by the team.
GrandWin Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Other
Amount: €730
GrandWin Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
All my casino and sports winnings have been deleted. Apparently, I manipulated bonuses. I see this as nothing more than a pretext by the casino. I can't understand what I could have possibly manipulated.
Automatic translation:
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1 month ago
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.
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1 month ago
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.
- Could you please send me a link or a screenshot of the bonus you activated and played with shortly before your account was blocked?
- Was it a casino bonus or a sports bonus?
- Could you please describe your most recent winning gameplay at this casino in more detail?
- Have you made any successful withdrawals from this casino before?
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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1 month ago
Translation- Unfortunately, I don't have a screenshot, but it was the sports welcome bonus and the casino welcome bonus (linked to a deposit).
- My account was not blocked, only all winnings were cancelled.
- The last win came from the live casino (roulette).
- No, I haven't made a withdrawal yet. I requested one, successfully completed the verification process, and then my withdrawal request was cancelled and the winnings were cancelled.
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1 month ago
Please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings at veronika.f@casino.guru.
Could you also specify how much money you won from each of the bonuses?
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1 month ago
TranslationI forwarded the correspondence to the email address.
Automatic translation:
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1 month ago
Thank you for your email.
Please note that, according to the message you received from the casino, your winnings were confiscated due to a sports bonus manipulation. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards
Veronika
