Decode Casino - Player's account has been closed after winnings.

This casino is another scammer I deposit 100$ last night and I told the agent don’t put any bonus on my deposit they still add it even I told them not to so I was arguing to them to remove that bonus because I never play my money with restrictions from casino I ain’t playing with bonus I have my own money to play with. No matter I explain to this people that I was never add bonus they did not lessen what I was saying they ignored what ever I said so they don’t wanna take it off that stupid bonus they add on my deposit. So I continue playing my money until I the morning around 10am out of knower my game stopped and my account got log out I have 2000$ on my account for the last winnings spin I have then I tried to lug back in I can’t access my account then they emailed me saying I did not pass whatever they said. But how come they did not told that when my account was less than 1000$ not after I have winnings and done paying the wagers of the bonus they add on my deposit!! Why so much online casino does not paying winnings this fraud and identity theft stilling money from players who have not paid for their winnings

Dear Robert08,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you sent any identity documents to the casino for verification?

Have you made any successful withdrawals from this casino before?

Do I understand correctly that your gameplay was abruptly canceled and you got logged out of your casino profile?

Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.

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

I haven’t submitted my documents I was new to that online casino but all my information is accurate and correct. I never withdraw money or winnings from that casino it’s my first day I was there probably 10hrs from the time I open my account until they closed it.. how could they restricted me when I have winnings they should done it when I try to talk them about the bonus they add on my account.

I ask for assistance on how to make deposit and the agent did help me to make my first deposit and I have told the agent from that casino when I ask for assistance that I don’t want any bonus I don’t like them I told them like that before my first deposit was made. I was arguing that I have told the agent how come they add the bonus I clearly informed them about the bonus I don’t want them I have my own money I never put restrictions on my own money where ever I played.i was arguing for more

than 2hrs from that bonus they add it on until I give up and just went back playing because no matter how I explained to them I never use any bonus on my deposit or anywhere else it doesn’t matter they wont remove it but they have written T&c it say contact them in any issue about the bonus and they will remove what ever issue that’s what they did when I told them about it they close the chat box for several times then the other agent I spoke to told me I have to wager on top the the money I deposit they told me to keep playing and I told them I rather make a complaint against them than playing my money with restrictions I told them I would report them and get my deposit back they told me they don’t advise that so I told them to air the bonus out then she did not do anything then close the chat box they did that that several times and the other agent told me after she read my previous message to the agent who help me about my deposit that I was informed to remove the bonus on my side which is I don’t know how can I do that and I did not see that message because the agent close that chat box

when my account had $1800 that’s the time I got kicked out nd can’t access m account but it was less they don’t say anything

Thank you for the detailed explanation of your issue. If you have further communication with the casino regarding the bonus you did not want to receive, and any other evidence that may be relevant to the investigation of your case, please forward it to me at veronika.l@casino.guru. Your cooperation is greatly appreciated.

What documents are you referring to determined this casino was another casino won’t pay except collecting identity of players and their winnings does not paid instead they make up reason for them to keep all the winning money for them self.this casino is laid every single word that comes from them and why would I put restrictions on my money for what reason? Can you tell me your reason then if you have any idea why would I do that for if I can deposit more that the bonus amount

Thank you very much, Robert08, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Robert08,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Decode Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Decode Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, thank you for your patience while we investigate. We aim to reply as soon as we can. Thank you.

Dear Decode Casino,

I’m writing to inquire about any updates regarding the ongoing investigation. I believe it shouldn’t be a difficult task to access the casino's CRM, locate the player, and determine the reason behind the suspension of his account.

Your prompt assistance in resolving this matter would be greatly appreciated.

Thank you in advance.

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.

Dear Decode Casino,

Thank you for your email regarding this issue. I have sent my response with some additional inquiries and would appreciate your prompt reply.

Thank you for your attention to this matter.

Hi kubo let me know if any updates please.

Dear Robert08,

I wanted to update you that I still haven't received a response from the casino regarding the additional information I requested. As soon as I have all the necessary details, I will inform you of any developments.

Thank you for your patience.

Dear Decode Casino,

I am extending the deadline for your response one last time. Please ensure that you reply to my email promptly.

Thank you.

I been waiting for an updates since last 4weeks and still haven’t gotten anything do you have any time frame for this issue when should I expect the results from this issue.?

Obviously they’re not going to give us information about what happened because they are scammed players and not paying players winnings instead they keep the money and feed to their families,! Sorry to say but that’s what they do and it’s not fair for the other online casino operators that they have good intentions to their customers not like this DECODE CASINO THEY SHOULD NOT HAVE ACCESS WITH THE ONLINE BY THEM THEY GIVE BAD BACKGROUND TO ONLINE CASINO!

Dear Robert08,

I was informed by the casino representative that your refund has been processed. Could you please confirm this?

No my account has been closed the day I have used to this casino. But that’s not the issue anymore the problem with this casino they don’t pay my winnings and they collect identity my attorney wants to know more information about this they want your contact number or information to move forward with this please communicate with my attorney about this situation I’m paying them to do what should be done so let me know please

Dear Robert08,

I wanted to provide you with an update regarding your case. I have been in communication with the Decode Casino representative to address the issues at hand. There are several key concerns that have contributed to the problem, and I am currently awaiting additional evidence and documentation from their side to proceed further.

Please rest assured that I am actively following up to ensure this matter is resolved as quickly as possible. As soon as I receive all the necessary materials, I will update you with any new information or next steps.

I sincerely apologize for the delay and any inconvenience this may have caused. Your patience and understanding during this process are greatly appreciated. If you have any questions or further details to share in the meantime, feel free to reach out.

Thank you for your continued cooperation.

how long does it usually takes until you get that information?

Any updates or something?

Dear Robert08,

Thank you for your patience while I review your case. I’ve been actively communicating with the casino representative outside of this thread to gather more information. Unfortunately, it appears that several concerning statements were flagged during your interactions with the casino.

While we do not consider abusive language grounds for balance confiscation, explicit threats of a chargeback are a serious matter. Even if a chargeback is not initiated, such threats violate the casino’s terms and conditions, as they suggest potential fraud or bad faith. This can lead to protective actions by the casino, including the confiscation of funds. It is always more effective to address disputes through proper channels, such as customer support or regulatory bodies, to ensure a fair and constructive resolution.

At this stage, I am awaiting evidence that may confirm such intentions on your part. If such evidence is provided, I regret that I will be unable to assist further with this complaint. However, if no such evidence is presented, the investigation will continue as planned.

Thank you for your understanding.

i might sound like that but I didn’t threaten anyone and why would I? I didn’t do nothing wrong except why would they not pay my winnings and laid for everything. And why do u look at from their side are they paying for that? I am the victim here sir kubu! . would I be like that sounds of my language if you just fair enough instead bully your customers by restricting them to get access to their accounts is that how the customer service you you would like to have one day in your life?

Dear Decode Casino,

I sent an email with additional inquiries on November 29, 2024, and I am still awaiting your response. Kindly review my previous message and provide your reply at your earliest convenience.

I am extending the response timeframe by an additional 7 days. However, please note that if I do not receive a response within this period, I will have no choice but to close the complaint as unresolved, with black points allocated to the casino accordingly.

Thank you for your attention to this matter, and I appreciate your understanding.

Dear Robert08,

Regrettably, the casino has not provided the requested evidence within the allotted timeframe. As I previously mentioned, this leaves us with no choice but to close your complaint as "unresolved" in our system due to the lack of sufficient evidence from the casino.

I understand this is far from the outcome you were hoping for. However, please note that unresolved complaints do impact the casino's rating, which may encourage them to improve their practices. If the casino chooses to respond at a later time, we will reopen your complaint, and you will be notified promptly via email.

I sincerely apologize that we couldn’t assist you further on this occasion.

Thank you for your understanding.

Best Regards,

Kubo