The player from Germany requested 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 sought clarification on the closure, a full refund of his funds, and access to his account history. We tried repeatedly to obtain the casino’s response and supporting evidence, but no cooperation was received. As a result, the complaint was marked unresolved because the issue could not be assessed further without the casino’s input. The player was advised to contact the licensing authority or an ADR provider for any further escalation.
Tycoon Casino - Player’s account has been closed.
Unresolved
Our verdict
No reaction
Black points: 754
Amount: €1,550
Tycoon Casino
Safety Index 6.0 Below averageCase summary
Discussion
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1 month 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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1 month 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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1 month 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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1 month 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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1 month 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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1 month 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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1 month 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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4 weeks 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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4 weeks 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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3 weeks 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
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2 weeks ago
Hello R3D210,
My name is Michal, and I have taken over your complaint.
I have reviewed the case and will contact the casino to gather additional information and better understand the circumstances surrounding this matter. I will also try my best to assist in clarifying the situation.
We would like to invite Tycoon Casino to join the conversation.
Dear Tycoon Casino,
Kindly provide any relevant information and supporting evidence regarding the alleged violations of your Terms and Conditions that the player is being accused of.
You may send the relevant information and evidence directly to me at michal.k@casino.guru for an independent review and assessment.
Thank you in advance.
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1 week ago
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.
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3 days ago
Dear R3D210,
I have tried to contact the casino repeatedly but, have 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. 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.
In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.
Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).
As Tycoon Casino has not engaged or responded within our own dispute resolution process as an independent dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming
They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.
Alternatively you can file a complaint against the casino via the licensing badge located in the footer of the casino’s website.
It should look something like this:
Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. I strongly recommend to file your complaint in English language as this is generally the main language used within the industry and any other languages might not be supported. You might find our article How to submit a complaint to a regulator | Casino Guru useful.
Please let me know how the ADR responded at michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
