Impressario Casino - Player’s winnings have been confiscated.

My winning was voided by casino. They paid only deposit amount. As they explained : "We are writing to you regarding your withdrawal request of €812.00. Unfortunately, we had to decline it due to a breach of our Terms & Conditions Therefore, your withdrawal request was declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance."

I couldn't get more detailed information from them to understand what was wrong. I was registered on 18.02.2025. It was my first deposit and the first winning in the casino.

Dear irianmariaelena,

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 specify what games you played?

Did you accumulate your winnings with or without a bonus?

Has the casino explained in more detail which rules you allegedly breached?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for your response.

I plaid slots, exactly Bookie of Odds and Mine Island.

Yes, I used bonus but also deposited real money.

Yes, I passed verification process.

I got only the following explanation from casino:

We are writing to you regarding your withdrawal request of €812.00. Unfortunately, we had to decline it due to a breach of our Terms & Conditions Therefore, your withdrawal request was declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance.

Could you please send me a screenshot or a link to the bonus you activated and played with? Was it a deposit bonus or a free no-deposit bonus?

Have you made any successful withdrawals from this casino before?

Dear Veronika,

This was my first deposit and winning. I didn't have other withdrawals with the casino.

I used first welcome bonus. Please see the screenshot.

Thank you very much, irianmariaelena, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear irianmariaelena,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Impressario Casino outside this complaint thread and let you know any new information once I receive it.

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 irianmariaelena,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina

We’ve reopened this complaint at the request of Impressario Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Impressario Casino,

thank you for your email and evidence provided.

However, based on the information you have so kindly shared, I do not see a reason for the balance forfeiture.

Has this player broke any rules in your casino?

Has the KYC verification been finished up to your standards?

Please be aware that conjecture regarding a player's conduct and gaming habits is not an adequate basis for the forfeiture of winnings. Consequently, should you possess any substantiating evidence beyond the screenshots already submitted, please forward it to my email address [email protected].

Looking forward to your reply,

Katarina

Dear Casino Guru,

 

We escalated your query "Has this player broken any rules in your casino?" to the Head of Payments & Fraud at our parent company, WLC, which operates over 20 licensed casinos. Here is their response:

 

The yellow-highlighted lines in the gameplay extracts are actually the key indicators of the player’s advantage-play pattern (those were WINS that were highlighted by the agent who initially reviewed the account).

 

What’s happening there is quite structured: the player spends a long stretch placing very small, identical bets (for example, repeatedly betting 4 EUR), which is a classic low-variance grinding strategy.

 

It’s a known tactic used to minimize risk during wagering and then take a calculated shot at a big win once the player feels they’ve reached a favorable moment (often toward the end of the bonus rollover). What makes it stand out is that this pattern repeats multiple times, and the timing is very precise, which is not how a typical recreational player behaves.

 

This pattern falls under non-recreational or manipulative bonus use as described in Clauses 1.18 and 1.23 of the Bonus Terms.

 

Please, see the relevant terms below:

 

1.18. Impressario Casino bonuses are intended for recreational playing only. Improper use of the bonuses and promotional abuse will not be tolerated. We reserve the right to take the following actions against bonus abuse (list not exhaustive).

·        Revoke and/or cancel any bonuses and bonus winnings that we regard to have been gained by misuse of the system

·        Ban such players from receiving further bonuses

·        Close the account.

 

Abuse may include but is not limited to:

·        Using multiple Account(s)

·        Evidence that an offer is being claimed or benefits the same person or group of persons, acting in an attempt to defraud us

·        Co-operation, collusion, or organisation of bets from the same source

·        Manipulation of software, exploitation of loopholes, or other behaviours which amount to deliberate cheating

·        Hiding IP addresses or using a VPN

·        Delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements

·        Using strategies that take advantage of any software bug or failure on the built-up value during real-money play

 

1.23. We reserve the right to audit your gameplay/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage of the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke, or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

 

Finally, within WLC’s network, we have identified clear behavioral patterns linking this player to known advantage-play activity. Unfortunately, we are unable to share inter-casino data directly with CasinoGuru, as it involves confidential information across multiple brands. However, this evidence can be presented to the appointed moderator or regulator under confidentiality, should a formal review be initiated.

 

We noticed your reference to the Kahnawake Gaming Commission in your reply to the player, and we agree that referral to the regulator is the appropriate step for full transparency. However, we must point out that we have not received any communication from the regulator regarding this issue, which is telling.

 

Finally, we note that this player has a history of filing similar complaints against multiple casinos. We trust this context will be taken into account in your assessment.

 

Thank you

 

The Impressario Casino Team

Dear Impressario Casino,

Thank you for your message and cooperation. This matter is currently under review, and we appreciate your continued patience.

Katarina

Dear Impressario Casino,

thank you for your email and evidence provided.

After a thorough review of the evidence you so kindly provided, few very important questions have risen.

• Since this player has played with a bonus, was the max bet rule broken?
• Could you clarify what you meant by license duplicate (mentioned in your initial email)?
• Could you please share the whole game history with us? My email is [email protected].
• Do you have any evidence proving this player has been a part of a strategy group, please?

Looking forward to your reply,

Katarina

Since this player has played with a bonus, was the max bet rule broken?

No, the maximum bet rule was not broken. 

Could you clarify what you meant by license duplicate (mentioned in your initial email)?

The player had an account at a sister brand.

Could you please share the whole game history with us? My email is [email protected].

Yes, we have sent you the whole game history to your email.

Do you have any evidence proving this player has been a part of a strategy group, please?

Yes. We have inter-casino data, which involves confidential information across multiple brands, so we cannot send it to Casino Guru. However, we can definitely send it to the regulator if the player decides to file a complaint there. 

Dear Impressario Casino,

thank you for your email and evidence provided.

I have followed up with a response.

Looking forward to your reply,

Katarina

Dear irianmariaelena,

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.

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,
Katarina
Casino.Guru