The player from Denmark had requested a withdrawal two months ago after receiving a deposit bonus. While he had successfully withdrawn his deposit, the remaining 170kr in winnings had vanished without explanation. The player was contacted for further information to clarify the situation, but no response was received despite reminders and an extension of the response period. Due to the lack of communication from the player, the complaint was closed without resolution. The player retained the option to reopen the complaint by resuming communication.
One Casino DK - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: 170 kr.
One Casino DK
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
I had received a deposit bonus worth 100kr if I deposited 100kr. Later I see that I can withdraw 200kr. Since I only won 170kr on the bonus, I deposit 100kr more and withdraw. The 100kr I deposited came into my account, but the remaining 170kr has suddenly disappeared.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
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.
- Could you please send me a screenshot of it or a link to the bonus you activated and played with?
- Have you wagered your second deposit of 100 DKK before you attempted to withdraw your winnings?
- Have you tried contacting customer support after you found out that you were unable to withdraw 170 DKK due to minimum withdrawal requirements?
- Which payment methods did you use to deposit money into the casino, and which method did you want to use for your withdrawal?
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
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2 weeks ago
Dear Ivano07,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
