Nagad88 Casino - Player’s account has been closed and funds confiscated.

I am submitting a formal complaint against an online gambling website named Nagad88.

Username: mohon2001

Registered name: [hidden by Casino Guru]

Country: Bangladesh

My account was suddenly and permanently deactivated while it contained a balance of approximately BDT 205,000.

The website claims that I violated "betting rules / opposite betting", but:

No proof or evidence was provided

No prior warning was given

Withdrawal option was blocked

My funds were confiscated without justification

When I contacted customer support, they stated that the decision was made by the game provider and that they cannot do anything, which I believe is unfair and unacceptable.

I strongly believe my funds were seized unlawfully. I respectfully request a full investigation and assistance to recover my balance or reactivate my account.

I have attached screenshots showing:

Account deactivation message

Wallet balance before deactivation

Customer support reply

Thank you for your attention to this matter.

Sincerely,

[hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards

Veronika

Hello Veronika,

Thank you for your response and for reviewing my complaint.

Please find my detailed answers below:

I played live casino games provided by Evolution Gaming, specifically the game Lightning Sic Bo.

Yes, I have made successful withdrawals from this casino. Most importantly, I successfully withdrew funds just one day before my account was deactivated, and that withdrawal was processed without any issue.

My account was fully KYC verified. All required identity documents were submitted and approved by the casino prior to the account deactivation.

Considering that my account was fully verified and that a withdrawal was successfully completed immediately before the deactivation, I believe there is no justified reason for restricting my account or withholding my funds. I respectfully request a clear explanation and a fair resolution in line with the casino’s terms and conditions.

Please let me know if you need any further information or documentation from my side. I look forward to your assistance in resolving this matter as soon as possible.

Best regards,

Md A. H.

Dear mohon2001

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,

Veronika

Hello mohon2001,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will continue the dialogue with the casino to gain further insight into this issue and to explore how I might be able to assist.

We would also like to invite Nagad88 Casino to participate in this discussion.

Dear Nagad88 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 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 mohon2001,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru