The player from Finland reported that his winnings had been confiscated by the casino, which claimed he had abused the bonus. He asserted that he had followed the rules, including not betting over 5 euros and avoiding restricted slots. The complaint was marked as unresolved due to the casino's lack of response to repeated contact attempts. It was explained to the player that the unresolved status might impact the casino's rating and that alternative dispute resolution services were recommended for further assistance.
Valtti Casino - Player's winnings have been confiscated.
Unresolved
Our verdict
No reaction
Black points: 539
Amount: €5,300
Valtti Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
2 months 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.
Public
Public
1 month ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 might 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, I recommend you contact the Pardee Consulta – an alternative dispute resolution service (https://adrbypardee.eu/online-dispute-resolution-form) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
