HollyWin Casino - Player's account is closed and winnings are confiscated.

Dear all,

I have deposited 3 times in this casino with 2 deposits having a bonus attached. I have wagered all the money I had to and even wagered a lot more than that and accumulated much of the winnings with no active bonus. They closed my account for "fraud" and "bonus abuse" and took all the winnings. The bonuses I used for deposits I have never used on any other casino before and it was explicitly available to me. I didnt violate any of the bonus rules either, yet they close my account and void all the winnings.

Thank you for your attention.

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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 accusations made against you? 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

Hello Tomas,

I think I played there about 3 weeks. It was closed yesterday. They told me via Email. The winnings resulted only from slots. I used a bonus, yes, but I completed the wager requirements and even continued after.

This is the email they sent me.

Best Regards

Dear stieventammen,

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, Martina (martina.b@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,

Tomas

Dear stieventammen,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite HollyWin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

Thank you for reaching out.

We have reviewed the matter and shared the relevant details with you by email.

Dear HollyWin Casino Team,

can you please resend it? I have not received anything yet. Thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Martina,

Thank you for your message.

We are continuing the discussion regarding this complaint with you via email and have provided the relevant explanations there.

Dear HollyWin Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear stieventammen,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.