W88 Casino - Player's account is closed and funds are confiscated.

I requested to withdraw THB 42,921 from W88. After some delay, they accused me of violating their terms without giving any evidence. Then they refunded only THB 8,000 and locked my account.

I only used one account, deposited real money, and followed all terms and conditions. I did not receive a no-deposit bonus and never knowingly violated any rules. The remaining THB 34,921 is still being withheld unfairly.

I respectfully request Casino Guru’s help to investigate this matter and recover my remaining balance.

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.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot.

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Has the casino specified which Terms and Conditions you allegedly breached?

Did you pass the full KYC verification?

Did you make any successful withdrawals from this casino before?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronika,

Thank you very much for assisting me with this complaint.

Let me explain my full situation below:

- I requested to withdraw 42,921 THB on July 15, 2025.

- I received only 8,000 THB back, which the casino claimed as a refund.

- The remaining 34,921 THB was confiscated, and my account was locked.

- I used a 10% bonus with a 10x wagering requirement. I received confirmation from the casino that the wagering had been completed.

- I played only **sports betting**, no slots or live casino games.

- The casino accused me of having multiple accounts, but I strongly confirm that I have **only one account**, and I’m willing to cooperate and prove this.

- The casino did **not** specify which exact Terms & Conditions I allegedly violated.

- I have not yet completed KYC because the casino never asked me for documents. However, I am **fully ready to submit all documents** for identity verification immediately.

This has caused a lot of mental and financial stress. I sincerely hope you can help me resolve this and recover my remaining funds.

Best regards, 

[Personal information hidden by Casino Guru]

Username: [Personal information hidden by Casino Guru]

Email: [Personal information hidden by Casino Guru] 

Country: [Personal information hidden by Casino Guru]

Chat evidence from casino agent – Only 8,000 THB allowed to withdraw from 42,921 THB, and user account has been locked

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Hello Veronika,

Thank you for your follow-up.

I confirm that no one else from my household or using the same IP address has registered another account at this casino. I only have one account.

I have never used any VPN or IP-masking software while accessing the casino website. I always accessed it from my actual location in Thailand.

Please let me know if you need any more information.

Best regards,

[name hidden by Casino Guru]

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you wkkwqnzffh33 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask W88 Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

Dear Peter,

Thank you once again for assisting with my complaint.

I would like to emphasize again that I have only one account with W88 and have never created or used multiple accounts. I did not use any VPN or IP-masking software while accessing the site.

The accusation made by W88 is completely false. I completed the required wagering conditions using the 10% bonus with a 10x turnover, and the withdrawal request was made in good faith.

However, the casino refunded only 8,000 THB and confiscated the remaining 34,921 THB. Moreover, my account was suddenly locked and I can no longer access it.

This is very distressing, and I hope Casino Guru can help resolve this issue fairly. I am also willing to complete the KYC process at any time if required.

Thank you very much for your support.

Sincerely,

Phakin Pringtragul

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter