Mobile Play Casino - Player’s winnings and deposit are confiscated.

My deposit was taken, and my winnings were confiscated

I deposited real money and played on MobileCasino88, and everything seemed fine at first. But after I won a large amount and tried to withdraw, they suddenly restricted my account and accused me of having a "duplicate account" and committing "fraudulent activity."

They said this was because another account was connected to mine, but that account belongs to my partner. We live together and sometimes use the same internet or device, but we have separate accounts, and we play honestly.

I reached out to their support multiple times, explained everything, and even offered to send documents or ID to prove we’re different people. They didn’t investigate properly. Instead, they said their higher management made a final decision to confiscate all my winnings and my deposit.

I feel extremely disappointed and unfairly treated. I never received proof that I violated their terms, and I lost both my winnings and the money I deposited.

I’m writing this review to warn others. Be careful when using this site, especially if you expect fair treatment or transparency. As far as I know, they are also not licensed by PAGCOR or any trusted gaming authority.

Dear sowfty,

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?

Did you pass the verification before you lost access to the account?

Did you accumulate your winnings with or without an active bonus?

Do I understand correctly that you and your partner use the same device?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Dominika,

Thank you for your response and for taking the time to look into my case.

Please find my answers below:

Games I played:

I mostly played slot games, but I also played live casino occasionally.

Account status and verification:

I can still log in to my account, and I can see that my balance is still there, but I am unable to play or withdraw. I was not asked to complete verification, but I’m willing to submit all necessary documents if needed.

Bonus status:

I accumulated my winnings while using an active bonus, but I made sure to fully complete the required turnover before requesting a withdrawal.

I sometimes use his phone to access my accounts. This usually happens when we're outside or when my computer doesn't have Wi-Fi.

As per your request, I am providing the conversation between myself and MobileCasino88. I hope this information will aid in the resolution of my complaint.

I hope this helps clarify everything. I’m sincerely hoping for a fair and thorough review. Please let me know if you require any additional information or documentation. I am committed to cooperating fully to resolve this matter. Thank you again for your support.

Thank you for your reply, sowfty. I apologize, but we are not able to proceed with this complaint. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in both accounts. Please note that it is important to always use your own device to avoid similar situation in the future. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.