Karhubet Casino - Player’s winnings have been confiscated.

I have played at this casino with my own money without any bonuses. I made a deposit (€25) and won a total of €975 while playing. When I made a withdrawal request, the casino put the withdrawal on "review" and the payment has not been made within the promised time.

Later, the casino voided my winnings/refused to pay them, vaguely citing an audit or rules that were not clearly identified. I have not broken the casino's rules, I have not used any bonuses, and I have not received a reasonable explanation for the voiding of my winnings.

I have contacted customer service several times, but I only get general responses like "the payment department is looking into this", with no timeline or concrete reason. I feel like I am being unnecessarily delayed and that my winnings have been voided without a legitimate reason.

I am asking for help to determine whether the casino's operations are in accordance with the rules and fair play, and whether I am entitled to the €975 I won.

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Dear Jenspali,

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 that I can fully understand the situation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Hello,

I did not complete the Kyc process because it was never requested by the casino.

It's possible, but I highly doubt that someone else would have used the same IP.

and I didn't use the bonus at all.

Hello Jenspali,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please explain in more detail how it's possible that someone from your household also created an account here? How many people from your household have an account at this casino?

That's not possible. They won't prove that to me and I know the claim is false that someone in the same household would also have an account. That's their scam

What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?

Slots. Will I ever see my winnings?

Dear Jenspali

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, Michal (michal.k@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

I have screenshots of the situations if you want to see them, I'd be happy to send them to your email. I really want the situation to be resolved.

Hello Jenspali,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

In the meantime, if you have any new evidence or communication with the casino team that might be helpful, please forward it to me at michal.k@casino.guru

I would like to invite Karhubet Casino to join the conversation.

Dear Karhubet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.