Motherland Casino - Player's winnings are confiscated.

Recently, I registered and there was a first deposit bonus, so I decided to play with it, deposited money, and won cash on the roulette.

When I tried to withdraw the bonus, it was forfeited.

I was told it was a violation of the terms and conditions, so I checked everything.

There were no matching items.

I wrote to the group that I felt this was an unjust confiscation.

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Dear saitoo0503,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Motherland Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you finished the wagering requirements, please?
• Have you been asked to pass the KYC verification, please?
• Has the casino support specify what terms and conditions were breached, please?

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,

Katarina

Wagering requirements have been met

KYC was also required and cleared.

The casino won't tell me why.

This is the only answer I get.

↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓↓

This statement is the result of an extensive investigation, and although we cannot pinpoint the reasons, you can check our terms and conditions.

Here is the link: https://www.mother.land/en/terms

Dear saitoo0503,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have sent you the correspondence with the casino.

Dear saitoo0503,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Katarina

Hello saitoo0503,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to inform you that Motherland Casino has not been particularly cooperative in addressing player complaints with us, and there are already existing unresolved complaints, which makes the resolution of your case quite uncertain. Nevertheless, I will make an effort to reach out to the casino to gain further insight into this situation and determine if I can assist in any way.

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

Dear Motherland Casino,

Could you please share information concerning the closure of the player's account and the confiscation of their winnings? In particular, what actions or gameplay by the player were deemed to be in violation of the terms and conditions? If there are any additional factors affecting the situation that cannot be disclosed publicly, please do not hesitate to communicate them directly with me via email at michal.k@casino.guru

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 saitoo0503,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curacao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru