MateMate11 Casino - Player’s winnings have been confiscated.

Good afternoon, i need to share something that’s shaken me deeply. For over a year, I was a loyal player on MateMate11, an online casino. I put in huge amounts, chasing a dream. Then, a few days ago, I hit what was clearly the jackpot—it said "Major Jackpot," and it was around $5 million. I knew I’d won. But then, they started changing the story, twisting everything. Slowly, they manipulated the situation—taking away my winnings, changing the details, and eventually fortifying my account. I have every single message, every picture of the winnings. If anyone out there can help—if you know anyone who can take my case—I’m willing to offer a third of what I get in return. I just need someone to fight for me and find the truth.

I never been on casino guru before to post anything so I’m not sure it works but please contact me if there’s any outcome or any help that could be possible.

I really appreciate

Best regards

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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.?
• Did you accumulate your winnings with or without an active bonus?
• Are the winnings in question reflected in your game history?
• Has the casino indicated any reason for the winnings not being credited?
• Could you please advise whether the casino voided your remaining balance as well?

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

Hello Attila,

thank you for taking the time to look into my very sad issue.

• Slots in Jili games only.

i was playing lucky goldbricks when the jackpot went off.

• I never play with bonus money unless I’m out completely, this was all my money without any bonuses added.

• As you can see on the pictures the sum that I have reached, it doesn’t show in my history and also they have changed my winnings when I go back to the main page and didn’t accept the fact that I won that much.

• the casino didn’t want to tell me the exact reason why they stopped me and fortified all my winnings.

they told me that my gaming behaviour was suspicious ( I don’t know how that can be possible!)

that let me withdraw $20000 in the space of 3days then suddenly stopped and blamed me for suspicious gambling??.

•all my remaining balance was taken by the casino.

let me know if you can see all the pictures that I have sent and also I have all the evidence that you need as I’ve kept all records.

thank you so much for trying to help me out.

i hope I can get something out of this, it’s like your wish comes true then shatters unfairly in front of you, it’s really hard to deal with and very very breaking.

kind regards

[Redacted]

Thank you for your reply.

To assess the case properly, I will need some additional information.

You mentioned that the casino allowed you to withdraw $20,000 before confiscating your funds due to suspicious gaming behavior. Could you please confirm:

• What was the total amount of money confiscated by the casino (excluding the jackpot winnings)?
• Was only your remaining balance confiscated, or were any previously approved withdrawals also reversed?

In regards to the jackpot winnings, could you please request your complete game history from the casino, preferably in Excel format, covering the period when the jackpot was won?

If you have any screenshots showing the jackpot amount, the game round, or your account balance before and after the winnings were removed, please send those as well to attila.g@casino.guru.

Thank you in advance for your cooperation.

I look forward to your reply.

Hi,

thank you for getting back to me

• total amount confiscated:54,377.2

•I had an approved payment of $5000 that they only paid$1500

The bottom of the picture shows the amount of my winnings they didn’t accept to put my account balance into millions and they took two zero off my current balance

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

You can send it to me via email at attila.g@casino.guru.

Additionally, has the casino provided any specific reason for the confiscation of the $54,377?

Thank you in advance for your reply.

Dear Michael2121,

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.

Hi,

I am sorry for the late reply,

the casino doesn’t want to give me my gambling history for this specific time as they claim that it expires and they can’t chase it. the casino did not provide any specific reason for the confiscation of the $54,377, they only told me that for the safety of all gamblers they will not be able to disclose the reason why.

I really hope you could recover some of the money as I’m slowly losing hope.

I really appreciate what you do.

kind regards

[Redacted]

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,

Attila

Hello Michael2121,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be very limited since your case is very similar to multiple others that have been raised with us. We have received multiple complaints from Australian players regarding several questionable casinos operating without an official, reputable gaming license and with a very low safety index rating. While for a certain time the casinos might operate relatively fairly and occasionally even pay out winnings, these casinos often employ strategies to avoid paying out winnings in most cases, a higher amount of winnings—such as issuing fake payment confirmations, accusing players of rule violations without providing solid evidence, the winnings not being recognised by the game provider, or employing other tactics that operate at the very margins of fair and ethical conduct. On top of this, their customer support has proven unhelpful. Unfortunately, based on all the above and our experience, the likelihood of reaching a positive resolution regarding your case with this casino appears to be very low. I strongly advise against any further deposits to this or other similar casinos, and make sure to check the reviews of each casino before depositing your money.

I also recommend that you check our article Scam Casinos and the Practices They Use | Casino Guru

Please be assured that this is not intended to cause further concern. I understand this situation may already be frustrating enough for you. I feel it’s important to keep you clearly informed about the current situation, while also keeping realistic expectations of what can be accomplished from our end.

Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite MateMate11 Casino to join the conversation.

Dear MateMate11 Casino,

Could you please provide further clarification along with supporting evidence outlining how the player allegedly violated your rules? Additionally, I would appreciate it if you could share the evidence regarding the alleged "suspicious betting behaviour" attributed to the player so that it can be independently investigated, especially as there are concerns regarding the authenticity of these allegations.

If there are any factors relevant to the situation that cannot be shared publicly, please send them directly to me at michal.k@casino.guru for an independent review.

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 Michael2121,

I have attempted to contact the casino on multiple occasions; however, as anticipated, this did not lead to any meaningful assistance.

Regrettably, the casino team has not demonstrated a willingness to engage constructively in this matter, which leaves me with no option but to conclude your case as Unresolved.

I understand this isn't a satisfactory solution to your issue. However, the impact on the casino’s rating resulting from unresolved complaints may encourage a reconsideration of their approach. Should the casino choose to respond and handle the matter appropriately in the future, the case can be reopened, and you will be notified accordingly.

As the casino operates without a valid and recognizable licence and does not reference any alternative dispute resolution (ADR) service, there is unfortunately no regulatory authority available to escalate this matter further. The only potential course of action is to consider legal action in your jurisdiction against the casino, but this falls outside of our competence.

Additionally, I strongly recommend exercising caution and avoiding the casinos listed under https://www.ultrapokies.com/#brands, as they appear to be operated by the same entity, and there is a high risk of encountering similar issues.

For the future, I would encourage you to choose casinos based on independent reviews and ratings and opt only for those with a good rating to help minimize the likelihood of such situations.

I regret that we were unable to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru