The player from Ireland had his account disabled after making a deposit, despite never playing. He sought a refund to his wallet after completing the required KYC process. The issue was resolved after the player cooperated with the Complaints Team and confirmed the resolution. The complaint was marked as resolved in the system, and the player was encouraged to share feedback on the service.
HollyWin Casino - Player’s account is closed and deposit is confiscated.
Resolved
Our verdict
Case closed
Amount: $36
HollyWin Casino
Safety Index 3.6 LowCase summary
Discussion
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1 month ago
Deposit here, they disable my account
Promised a refund back to my ltc wallet after all kyc they asked for even though I never played here!!
Just want my deposit back!
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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
Dear Broskiii,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Please allow me to ask you a few questions, so I can understand the situation.
- Did you pass the verification before you lost access to the account?
- Could you please advise how long you were a player at the casino and when exactly your account was 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?
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Broskiii,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
