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I deposited $1000 to receive my welcome bonus after registering. After that, I played at the live casino and slots, fulfilling the wagering requirements. Once my identity was verified, I made a withdrawal request. However, I received an email from the casino informing me that my winnings were being confiscated due to fraudulent play. I asked for a concrete explanation but the casino denied this request. I believe the casino's conduct to be unfair, and I am writing to ask for your cooperation in resolving this matter.

登録後にウェルカムボーナスを受け取るために$1000入金しました。その後、ライブカジノとスロットをプレイし、賭け条件を満たしました。本人確認が完了したので、出金申請をしました。しかし、カジノ側からメールにて、不正なプレイを行ったとして勝利金の没収を知らされました。私は具体的な説明を求めましたが、カジノ側はこれを拒否しました。カジノ側の対応は不当であるとして、こちらに解決の協力を依頼します。

Dear rockn6,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you've encountered with the online casino.

To better understand the situation and assist you effectively, could you please provide us with some additional information? Specifically, we’d like to know:

• Can you confirm the date when you received the email from the casino informing you about the confiscation of your winnings?
• Did the email from the casino provide any specific details or evidence regarding the alleged fraudulent play?
• Have you had any previous communication with the casino regarding the verification of your identity, and was this process completed successfully before you made the withdrawal request?

Additionally, if you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru for our reference.

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,

Petronela

"Can you confirm the date that you received the email from the casino notifying you that your winnings were forfeited?"

April 27, 2024

"Did the email from the casino provide any specific details or evidence of the alleged fraudulent play?"

・It is not stated. The casino explains that they cannot disclose it to prevent abuse.

"Have you had any previous contact with the casino regarding identity verification and did you successfully complete this process before making your withdrawal request?"

・I submitted my identity verification documents on the site and received an email confirming that my identity was verified.

We have forwarded the relevant communication with the casino, so please check it.

「賞金の没収を通知するカジノからのメールを受け取った日付を確認できますか?」

・2024年4月27日

「カジノからのメールには、疑わしい不正プレイに関する具体的な詳細や証拠が記載されていましたか?」

・それは記載されていません。カジノ側は悪用防止のため開示できないと説明しています。

「本人確認に関してカジノと以前に連絡を取ったことはありますか? また、出金リクエストを行う前にこのプロセスは正常に完了しましたか?」

・サイト上に本人確認書類を提出し、本人確認が完了したとメールが届きました。

カジノ側との関連連絡を転送しましたので、確認お願いします。

Thank you very much, rockn6, 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 rockn6 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Empire777 Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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 rockn6 I am in contact with the casino affiliate currently discussing your case. I will keep you updated about any developments. Thank you for your patience during this time!

Dear rockn6, the casino affiliate was unable to provide any evidence of your supposed violations. 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 Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter