Kaleo Casino - Player’s winnings have been confiscated.

I first deposited the €40 because I got free spins with this I won less than €40. I played different games and the wagering requirement was met. I have pictures of all the things saved. I put €700 in for withdrawal, it took a couple of days, they sent me an email and the money didn't come, they had returned about €65 to the game account, they claimed that I had violated some terms. I played there for €65, I got €500, I tried to withdraw the same thing, they took the money, the same email came when I asked more specifically what terms I had violated, no answer, the same general message for the second time. I have pictures of them, as it shows all the closed bonuses and what I have wagered, in the pictures you can see that the correct balance was, for example, that €500 bonus balance was €0, I played most of the game Olympus Rivals and I also looked at the long list of prohibited games with an active bonus and that wasn't on the list.

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.

Hello,

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 forward the emails you received from the casino after your winnings were confiscated on both occasions to veronika.f@casino.guru?

Additionally, please clarify the following:

• Were the bonuses you activated and played with deposit bonuses or no-deposit bonuses?
• How did you find these promotional offers? Were they available directly on the casino website, found on a third-party website, or sent to you via promotional email?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards

Veronika

I replied by email, added all the attachments and played with the first deposit bonuses and then the 40e I deposited, everything was approved and the KYC was fully approved.

Thank you for your email.

• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Could you please specify whether your documents were reviewed and approved by the relevant department before your account was closed, or if you only uploaded your documents for verification without receiving any final outcome?
• Could you also clarify why the amount of €65 was returned to your account? Was this a maximum win cap from a bonus, or was there another reason, considering your deposit was €40?

Thank you in advance for your cooperation.

I have only played through the phone at that casino, i.e. through the phone's web browser. They accepted all the documents because they couldn't even make a withdrawal there until they had accepted all the documents and when all the necessary documents had been sent. I don't really know why they had returned the €65 because I had wagered all the bonuses by the time I put the €700 in the withdrawal.

Dear Ek88

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, Stefan (stefan.m@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,

Veronika

The point is clear, I have more documents, including their list of banned games and the games I played were not on that list, especially when playing with an active bonus. I have dozens of pictures to send if needed.

Dear Ek88,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Kaleo Casino to join this conversation and assist in addressing the complaint.

Dear Kaleo Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

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 Anjouan Gaming (you can click on the validator at the bottom of the casino's site and file a complaint there) 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru