The player from Germany requests a payout of €1,550 from Tycoonwin Casino, but the casino closed his account after the withdrawal request, citing alleged multiple accounts without providing evidence. He seeks clarification on the closure, a full refund of his funds, and access to his account history.
Tycoon Casino - Player’s account has been closed.
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6d 9h 15m 28s
Tycoon Casino
Safety Index 3.5 LowCase summary
Discussion
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3 weeks ago
Translation
I request a payout of €1,550 from Tycoonwin Casino.
I registered using my real personal information and submitted the required verification documents. The casino accepted my registration, verification, and deposit, and subsequently allowed me to play.
After I requested a withdrawal of €1,550, Tycoonwin closed my account and refused the payment. The reason given was an alleged additional, or even multiple, account. However, no concrete and verifiable evidence was provided to me, in particular no information about when this other account was supposedly opened, which details match, or what specific fraudulent activity I am accused of.
What's particularly problematic is that the casino initially accepted my identity and deposit, only raising the alleged violation after I requested a withdrawal. I can no longer log into my account and therefore cannot back up my gaming, deposit, and account history myself.
I have already contacted Tycoonwin. The casino declared its decision final and stated that it will not be reviewed.
I request that Casino Guru ask Tycoonwin to provide concrete evidence of the alleged multiple accounts. If no verifiable multiple accounts can be established, I request a full refund of the withheld €1,550. Furthermore, I request a complete account, transaction, and gaming history.
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2 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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2 weeks ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 weeks ago
TranslationThank you for your feedback. I'd be happy to answer your questions:
1. To my knowledge, no one in my household has created or used another Tycoonwin account with the same IP address. I myself have also not knowingly maintained multiple accounts. If an older account exists under a different email address, I was unaware of it during the current registration. To my recollection, this possible older account was not used for deposits, bonuses, or withdrawals.
2. I mainly played slot machines. As far as I remember, these included Legacy of Dead, Hell Hot 100, and Golden Joker 100. Due to the account suspension, I can no longer access my complete gaming history and all other game names myself. However, Tycoonwin should have this data in its entirety.
3. As far as I recall, the winnings were earned while a deposit bonus was active. I fully met the bonus terms and wagering requirements and did not exceed the maximum permitted stake. Only after that was the €1,550 withdrawal requested.
I request that Tycoonwin be asked to specifically disclose which second email address or alleged second account is meant, when this account was created and last used, whether any deposits were ever made, games were played on it or a bonus was claimed, and what specific rule violation I am accused of.
In my opinion, a blanket reliance on an alleged multiple account is not sufficient to withhold the full winnings of €1,550.
Thank you for your support.
Best regards
R3D210
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2 weeks ago
TranslationUpdate:
Tycoonwin has now responded to my renewed inquiry regarding the responsible ADR provider.
The casino has confirmed once again that its decision is final and that my account has been closed due to an alleged violation of the rules regarding multiple accounts.
My specific question regarding the responsible independent ADR provider remained unanswered. Tycoonwin failed to provide the name, contact details, or submission procedure of the responsible ADR body, despite my explicit request. Instead, I was simply referred back to Anjouan Gaming.
In addition, I now have written confirmation from EGIS-ADR and iGamingADR that neither body is responsible for Tycoonwin.
Therefore, I still don't know which independent ADR body is actually responsible for Tycoonwin. I consider this relevant because Tycoonwin doesn't specify a concrete independent escalation procedure after a final decision.
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2 weeks ago
Thank you very much for your reply, R3D210. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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2 weeks ago
TranslationHello Kristina,
Thank you for your message.
I have just sent you the complete relevant documents by email to kristina.s@casino.guru Sent. Included are, among other things, my formal complaint, the chronology, the evidence package, and my final request for a management review to Tycoonwin.
If you require any further emails, screenshots or documents, I will gladly send them to you.
Best regards
Recep Y***
Edited by a Casino Guru admin
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1 week ago
R3D210, I noticed that the only attachment included in your email is the final request for the management review. Would you be so kind as to forward to me the communication between you and the casino, rather than just the final message? I am particularly interested in their explanation of the current situation.
I appreciate your assistance with this matter.
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1 week ago
TranslationHello Kristina,
To clarify: I have now forwarded to you via email the complete relevant correspondence with Tycoonwin that you requested, including the original message from the casino regarding the account closure, the cancellation of winnings, and the alleged refund of the deposit.
If any specific messages or further evidence are still missing, please let me know briefly which additional documents you require.
Best regards
Recep Y***
Edited by a Casino Guru admin
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14 hours ago
Dear R3D210,
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,
Kristina
