Koru Casino - Player's withdrawal has been confiscated.

Hi,

I need your help as Koru stole my money that I won from them. I made a withdrawal of 300 euros, and today 13/04 received an email that the withdrawal was canceled and they had returned the deposit to my account (26 euros). I contacted chat, and then received a message that "Due to administrative decision, funds were deducted" So I have played at the casino for many years on several 100 sites. I have never experienced that they simply steal money. 

- I am verified

- This is my first withdrawal on your site.

Hope you can help me here!

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Dear Hansenboss,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for providing the screenshots — they are very helpful. From what I can see, your withdrawals of €300 were rejected, and you were informed that the funds were deducted due to an "administrative decision," without any clear explanation. I understand how concerning and frustrating this must be.

In order for us to better understand the situation and proceed with the investigation, I would like to kindly ask you to clarify a few important points:

• Could you please confirm the origin of your balance — was it accumulated through real money play or using a bonus?
• Have you received any further explanation from the casino (via email or chat) regarding what this "administrative decision" refers to?
• Is your account currently still active, or has it been restricted/closed?
• Have you already contacted the casino via email as suggested? If so, did you receive any response?

If you have any additional communication with the casino (emails, chat transcripts, or clearer screenshots), please upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi,

Thanks for reply!

The money came after completing a bonus that was promoted to me via SMS (See screenshot) I was told by chat to contact me via email if I had any more questions. There I was only told that my account is now closed (See screenshot)

So I have played for many years on many casino sites. But this is the sickest thing I have ever experienced. They actually steal money! I have read some other cases below here. And I wonder how they can have such a high rating? This is absolutely crazy to do.

Hi Hansenboss,

Please accept my apologies for the delayed reply, and thank you for your patience.

Thank you as well for the additional information and screenshots — they are very helpful.

I would like to clarify a couple of additional points:

• Could you please let me know which games you were playing while completing the bonus and building your balance?
• Also, can you confirm whether you have ever had any previous account with this casino, even in the past?

These details will help us eliminate certain possibilities and proceed with a more accurate assessment of your situation.

Thank you in advance.

Hi,

I have played only slots, and no other accounts. I have accounts on their sister sites, have never had problems with them.

Dear Hansenboss,

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, Lucia (lucia.s@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.

Hello Hansenboss,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Koru Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello,

Thank you for bringing this matter to our attention.

Dear Lucia, we have shared our position regarding this case via email, including our explanation and the reasoning behind it. We kindly ask you to review the information at your convenience.

Hi,

It would be great if you could share this with me as well. I must say I am very excited about this decision.

Dear Hansenboss,

The casino has informed us that your winnings were confiscated based on their Terms and Conditions, specifically under a clause related to promotion abuse. According to their statement, they believe your gameplay falls under activities they classify as misuse of bonus offers.

At the same time, the casino has indicated that they do not intend to provide further detailed evidence or clarification, as they consider the matter closed from their perspective.

At this point, we have reached out to the casino to request additional information and supporting documentation that will help us assess whether their actions adhere to fair gaming standards. We have emphasized the importance of continued communication for a successful resolution, as it involves collaboration from all parties concerned. I understand that this situation may be quite frustrating, particularly due to the limited explanation provided by the casino.

I will let you know as soon as we receive a response from the casino.

They were the ones who sent me promo sms with bonuses that could be used. Could I also complain if I lost the money? That would never have happened. This is stealing money.

Dear Lucia,

We have shared additional information and clarification regarding this case via email, including the reasoning behind our decision and the relevant supporting materials from our side.

The provided information is currently under review. We will update you as soon as we have more information. Thank you for your patience.

Dear Hansenboss,

After a careful review of the materials submitted by the casino, we were unable to identify sufficient evidence demonstrating that you engaged in activity that would justify the confiscation of your winnings.

We requested additional information from the casino and attempted to encourage them to reconsider their position. However, the casino declined to change its stance and asked us to proceed with a final assessment based on the information already provided. Based on the evidence currently available to us, we are unable to conclude that you violated fair gambling principles to a degree that would warrant casino’s decision in this matter. Unfortunately, without cooperation from their side, there is little more that can be done at this stage.

As the casino failed to provide evidence supporting the application of their Terms & Conditions to your case, I will mark the complaint as "unresolved" in our system. This outcome will negatively affect the casino’s future safety rating on our website.

I understand that this is not a satisfactory resolution to your issue. However, unresolved complaints and the resulting decrease in rating may help encourage a change in the casino’s approach going forward. Should the casino decide to respond or provide additional information, we will reopen the complaint and notify you by email.

Thank you for your understanding.

Lucia S