ReelDuck Casino - Player's winnings have been confiscated.

I played the welcome bonus here, and was very lucky. I played several slots, and did play different bet sizes. I did not break any rules of the bonus terms at all. My bet size didn't exceed the max allowed bet size. After I fully wagered 70k euros, because the bonus amount was 2k euros which had to be wagered 35 times, my bonus money was converted to cash money. I had an amount of 16069,95 euro, all real money. I withdrew the money. After over a week I received an email that my money had been confiscated and I couldn't receive any bonuses anymore due to breach of services. After several emails of me asking what rule I broke, and just bullshit answers from this casino, I have no more options than chasing this huge amount of money in every other way possible. I hope you can help me

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.

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.

• Which slot games did you play while your bonus was active?
• Did you purchase any in-game bonus-buy features while wagering the welcome bonus?
• Have you completed the full KYC verification at this casino, or at least submitted any identity documents to the casino for the KYC process?

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, I played a lot of different games. I always made sure I didn't play a game which was excluded from playing with bonus money by checking the casino terms. I did't have betsize bigger dan 5 euro.

I played a bunch of hacksaw and pragmatic play games which I was allowed to play following the rules of the casino. I checked them one by one myself in the list of excluded games.

I didn't buy any bonus features.

My KYC was also completed and verified.

Kind regards

Dear Gertovic

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, Martin (martin.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,

Veronika

Hello Gertovic,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

So you didn't reach anyone yet? You might know this casino is an Igloo Ventures casino. Maybe theres anyone you can reach inside this organisation? They do the scammy no replying trick more often, it seems.

Dear Gertovic,

thank you for your message. I can confirm I am yet to receive a response, though I am still trying to reach the casino.

In case we do not receive any response, we will be forced to close the complaint as unresolved, which will have a negative impact on the casino's safety index.

Dear Gertovic,

Unfortunately, the casino has not responded to our attempts to discuss the complaint.

While the casino informed you that your balance had been voided due to an alleged breach of its Terms and Conditions, it did not provide any evidence to us, or to you, showing what you had done wrong. Without the relevant gameplay and bonus records, we are unable to verify that the confiscation of your balance was justified.

We will therefore close the complaint as unresolved. This outcome will negatively affect the casino’s Safety Index.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find in the footer of the casino's website. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru.

I am sorry that we could not secure a more satisfactory resolution for you.

Best regards,

Martin