Mekanbahis Casino - Player's account has been closed and funds withheld.

I deposited 15.000 TL to this site via eft from denizbank on 31 January. After playing pragmatic play auto roulette for some minutes I earned 60.600 TL and want to withdraw my money. Site has cancelled my withdraw request for 60.600 TL. Live support requested document verification.I sent requested documents like identification card from my mail address. They delayed 3 days time like we investigating etc. After 3 days The risk department closed my account and withheld my payment, claiming they detected 'opposite betting' (arbitrage/hedging). I am not so foolish as to place identical bets on both red and black simultaneously. Furthermore, I possess the game logs from Pragmatic Play Auto and screenshots of my gameplay recorded by Mekanbahis. I have clear evidence that no such violation occurred. My account is closed allready.no money sent to me..I have also live support screen shots. gamecodes and others..

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Dear cybernoid,

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.?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.
• Additionally, could you please forward the game logs from the provider 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

Mr Attila I sent all the documents which you need to your mail adress here is my last two screen shots which shows my 15.000 deposit and 60.600 withdraw cancellation.

This site is a scammer and many claims were written Türkiye's leading claim site sikayetvar.com So Attila I think it will be difficult to take my money from them.

Dear cybernoid, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? 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: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Dear Attila no bonuses used I deposited 15.000 directly from my bank account. after depositing I only played pragmatic auto roulette for 12 minutes and reached 60.600.I did not understand what you meant with other format. I have only have mekanbahis geme history's screen shots. Please look at deposit time and game times they are following each other and in everybet includes pragmatik plays game code... I am adding here again..

Dear Cybernoid,

Thank you for your clarification regarding the absence of a bonus. To enable us to thoroughly assess the situation, could you please forward your game history in Excel format? Have you tried contacting the casino via email to request the game log? Additionally, could you please forward the message in which the casino claims that they have detected 'opposite betting'?

Thank you for your cooperation.

Dear Mr Attila I send game history and the live chat screen which they sad Matched betting via your mail address. They did not said opposite they sad matched betting....

Dear cybernoid,

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

Thank you Mr. Attila. My resolver have to contact bookiewise also I think... main licensor of mekanbahis...

Hello cybernoid,

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.

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

Dear Mekanbahis 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.

We are only wasting time @michal.k they will not answer 45 days passed they cancelled me from everywhere. They are scammers

Dear cybernoid,

I understand how frustrating and disappointing this situation must be. I have already reached out to the casino team, but unfortunately, there has still been no response on their side.

While Casino Guru holds a strong and respected position within the industry and cooperates with many casinos, it’s important to stress that we cannot force any operator to participate in resolving complaints. I will certainly make another attempt to contact them, but without their willingness to engage, there is not much that can be achieved.

I truly wish I could bring you better news. However, I believe it’s important to be completely transparent with you and set realistic expectations about what can be achieved under these circumstances.

Casino guru must have better oppotunities like reaching master licence holder bookiewise like reaching global license like reaching dominğc legal authorities. these kind of situations may be solved like that @Michal

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.

Casino guru must have better oppotunities like reaching master licence holder bookiewise like reaching global license like reaching dominğc legal authorities. these kind of situations may be solved like that @Michal

Dear Cybernoid,

We can only address player complaints through our designated complaint forum. Any further actions regarding your case must be initiated by you directly. Unfortunately, we are unable to intervene on your behalf as it is important for the affected individuals to contact the appropriate authorities and submit complaints personally.

If you are considering pursuing legal action, it is essential to consult with a qualified legal professional. This matter goes beyond our capabilities as an alternative dispute mediator.

We appreciate your understanding of the limitations we face in this situation. Although we maintain a respected authority status within the industry, we sadly cannot compel casinos to cooperate in managing customer complaints through our platform.

I will persist in my attempts to connect with the casino team; however, the likelihood of a favorable outcome for your case appears to be quite uncertain.

I wish I had more uplifting news to convey to you, but I felt it was important to be honest with you.

@michal applying to globallicense or main licensor is not the legal action as you had respected status in the industry they will hrar you reply you ans they will force the casino to solve. I had also did my complaitns to global license and bookiewise but no replies given to me...

Dear Cybernoid,

While I understand that you are trying to find any possible way to support your case, and I acknowledge that; however, I believe you may not have given your full attention to my earlier message.

To reiterate, we can only handle player complaints through our official complaint forum. While we hold a respected authority status in the industry, we unfortunately cannot legally force casinos to engage with us in resolving their customer complaints through our platform. If the casino is not willing to cooperate with us, we will mark the case as unresolved, and it will have a negative effect on the casino's rating; however, any further steps regarding your situation must be taken by you personally. Regrettably, we cannot intervene on your behalf, as it is essential for the individuals affected to reach out to the appropriate authorities and submit their complaints directly themselves.

That said, since you mentioned that you have already lodged complaints with global license and bookiewise without much success, it seems the only option left is to pursue legal avenues in your country, typically involving the police or the courts, which, as I have previously mentioned, is well outside our role as an alternative dispute mediator. I wish I could provide some positive news, but I have yet to hear back from the casino team. Although they still have some time to respond, the likelihood of a reply seems quite low at this stage.

I wish I had some uplifting news to convey to you, but I felt it was important to be honest with you and set realistic expectations about what can be achieved under these circumstances from our side.

Dear Cybernoid,

I have made several attempts to reach out to the casino, but unfortunately, I have not received any response from them. I regret to inform you that without their cooperation, there is little that can be accomplished. Given that the casino operates under a questionable license that does not seem to address player disputes effectively, and considering that you have already submitted complaints to both the global licensing authority and Bookiewise with little success, it appears that the most viable step remaining is to explore legal avenues in your jurisdiction. This typically involves the involvement of law enforcement or the judicial system, which, as I've mentioned before, falls outside our scope as an alternative dispute resolution mediator.

I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decline in rating resulting from unresolved complaints may motivate the casino to reconsider its approach. Should the casino choose to respond, we will reopen the complaint and notify you via email.

In the future, I can only recommend that you choose casinos based on their reviews and ratings to help avoid similar situations.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru