The player from Germany registered at Holy Win and deposited a total of €880, but encountered issues with the processing of his first deposit. After multiple successful deposits, his account was suddenly deactivated without explanation, and he received no response from customer support. He requested a refund of his full deposits. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation or resolution at that time. The player was informed that he could reopen the complaint if he chose to resume communication.
HollyWin Casino - Player's account has been closed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €880
HollyWin Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
Translation
Ladies and Gentlemen
I hereby submit a formal complaint against the online casino "Holy Win".
Today I registered on the platform and made several deposits totaling €880. I encountered problems with my first deposit of €200, as it wasn't processed initially. Upon inquiry, customer support informed me that deposits via Apple Pay can take up to four days to be credited to the gaming account.
Subsequently, I made further deposits totaling €430, which I was able to use to play on the platform. After another deposit of €250, which was successfully debited from my account, I immediately received notification that my player account had been deactivated.
This deactivation occurred without any explanation. Furthermore, I received no corresponding email or other notification. Since then, customer support has also stopped responding to my inquiries via live chat.
I find this procedure incomprehensible and unacceptable, especially since I have been denied access to my account and my deposited funds.
Therefore, I hereby request that the casino immediately refund me the full amount of my deposits, totaling 880 euros.
I request that you investigate this incident and take appropriate action.
Best regards
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 your complaint. I’m sorry to hear about your negative experience with Hollywin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- 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?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Dear LarsV7,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
