Howl Casino - Player's winnings have been confiscated.

am filing this formal complaint against Howl.gg (operated by Genius Touch B.V., License 1668/JAZ) for the illegal confiscation of $6,700 in legitimate winnings.

Case Summary:

I deposited $900 in skins from my personal, long-standing Steam account. Through fair play, I reached a balance of approximately $9,700. After successfully withdrawing $3,000, the operator froze my account and seized the remaining $6,700.

The Operator's False Accusations:

The operator's support (agents 'Kostas' and 'Ziko') provided a generic list of 40+ User IDs, claiming they are linked to me. I categorically deny this. My defense points are as follows:

Public Network Infrastructure: I have accessed my account from a Public Internet Cafe/Cafe Bar. Any "links" found by their automated system are technical false positives caused by a shared public IP address. The operator has failed to provide any hardware-specific evidence (Hardware IDs/MAC addresses) to prove these accounts belong to me.

Inconsistent and Predatory Claims: Once I debunked the "multi-accounting" claim with the public network explanation, the operator shifted their narrative, accusing me of "low risk play." This inconsistency proves they are acting in bad faith, searching for any pretext to avoid paying out a large winner.

Intentional Refusal of KYC/EDD: I have repeatedly offered to undergo Enhanced Due Diligence (EDD). I offered to provide my ID, my partner’s ID (as I used her wallet for one withdrawal), and proof of shared residence to prove we are a household, not a "bot farm." The operator flatly refused to verify my identity, choosing instead to misappropriate my funds.

Legal and Regulatory Violations:

Violation of Proportionality: Even if a technical ToS breach occurred (withdrawal to a domestic partner), the seizure of $6,700 is a disproportionate and illegal punitive measure.

Breach of AML/KYC Duties: By refusing to verify a player's identity and proceeding directly to asset seizure, the operator is in breach of their licensing conditions.

My Demand:

I request a manual audit of my account by a senior compliance officer. I am ready to provide all necessary documentation to prove my identity and the legitimacy of my $900 Steam deposit. I demand the immediate release of my $6,700balance."

I can send whatever you need, please help me!

The operator has now blocked my access to the live support chat immediately after I requested a formal dispute process. This further proves their attempt to avoid accountability and seize my $6,700 without a fair review.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please confirm whether you have utilized a payment method that is registered under another individual's name?
• Is there any chance that someone from your household or using the same IP also created an account at this casino? If so, have you accessed the casino from the same device?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila