NU77.com Casino - Player's funds are confiscated.

El casino Nu77 rechazo mi retiro y confisco mis fondos alegando actividades de arbitraje sin embargo, mis ganancias de mxn 10,000.00 fueron obtenidas jugando exclusivamente a la slot pandas jackpot del proveedor BIGPOT Gaming. Es matemática mente imposible realizar arbitraje en una máquina tragamonedas, ya que los resultados dependen enteramente del azar y del software del proveedor. Exijo que el casino demuestra con registros de juego (game logs) como se puede hacer arbitraje en panda's jackpot o de lo contrario que devuelva mis MXN 10,538.34 legítimos."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear 2211Shakuas,

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.

• Do you have access to your account or is it restricted in any way?
• Could you please confirm if passed KYC (Know Your Customer) verification?
• Aside from slots, what other games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Jean

●Si tengo acceso a mi cuenta pero ponen un mensaje cuando quiero acceder a ciertas cosas que el servidor esta ocupado

●Recuerdo que les mande foto de mi identificación para la verificación KYC

Solo tragamonedas el saldo ganado fue de un solo slot con nombre PANDAS'S JACKPOT,el premio fue de MXN10,000.00

●no tengo ningún saldo catual ya que "EL Casino Nu77 rechazo mi retiro y confisco mis fondos alegando 'actividades de arbitraje '

sin embargo,mis ganancias de MXN10,000.00 fueron obtenidas jugando exclusivamente a la slot panda's jackpot del proveedor BIGPOTGaming. Es matemática mente imposible realizar arbitraje en una máquina tragamonedas, ya que los resultados dependen enteramente del azar y del software del proveedor. Exijo que el casino demuestre con registros de juego (gamelogs) como se puede hacer arbitraje en el slot panda's jackpot, o de lo contrario que devuelva mis MXN10,538.34 legítimos "

Dear 2211Shakuas,

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, Matej L., (matej.l@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,

Jean

Hello 2211Shakuas, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the confiscated winnings. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of NU77.com Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of how this palyer was able to arbitrate a slot game? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Afectará a la puntuación del casino pero mis fondos retirados que no los podré tener de regreso por qué si el casino recibe una reseña mala eso a mí en que me ayuda yo lo que quiero es recuperar el monto ganado y mi saldo de mi cuenta por qué para mí eso es una estafa

Dear 2211Shakuas, since we are not lawyers, judicial or governmental body, we can't force casinos to cooperate. And while the lower rating within our review will not help you recover your losses instantly, it has two important factors:

For one, lower rating means lower traffic, and some casinos do tend to reopen the complaint and resolve it, to get back on track and increase their rating to the previous value.

If that does not happen (usually with casinos that do not care about Caisno Guru reviews), the lower rating pushes casino down the list of available caisnos to choose from, and can help other players to avoid said casino due to the low rating and warnings in form of unresolved complaints that are publicly visible. While that does not help you in particular, the silver lining is that it can help other players to avoid making the same mistake and registering in the casino just to lose their winnings or deposits.

Hope this helps explaining the situation, feel free to ask any further questions here, I will do my best to answer them.

Si lo entiendo y gracias por la ayuda solo estoy molesto por lo suceddido estoy a la espera de cualquier respuesta que me den

Ya no me deja entrar a mi cuenta no me da acceso al querer entrar con mi id de jugador y la contraseña me dice que estan mal y no es verdad tengo fotos de la contraseña y mi numero de jugador y y todo

Thank you for letting me know, dear 2211Shakuas. I am struggling to get in touch with the caisno affiliate, as there is no e-mail address I can use and the suport agents are very unhelpful. I am afraid I won't be able to reach anyone who could deal with this issue. :(

Si no encuentran correo ni informacion adecuada y con la devida legalidad que se requiere para los casinos en linea por que no lo reportan como casino fraudulento para evitar problemas legales

I am sorry, dear 2211Shakuas, but I do not follow. If the caisno does not share their contact details or refuses to cooperate in mediation process, we close the complaint as unresolved, which will negatively impact their rating on our website. I am not aware of any legal issues stemming out of this. Can you elaborate, please?

Dear 2211Shakuas,

I have tried to contact the casino repeatedly via e-mails and Teams, but 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, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej