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Hello,

I try to make a withdraw, after I did the complete KYC and was verified then I got a email saying:  due to the breach of the following Terms & Conditions we removed 764.69€  money and I am able to withdraw my deposit of 450 euro.

The reason they give me, is bullshit. I reply back to them that I did not breach the terms. Can you specify what I did wrong?

Then I get a email back with the reply:

We understand that you may be disappointed with  the outcome of the decision  made by the relevant department.

Please be informed that our decision is final and was  made in accordance with our  terms and conditions.

We would like to inform you that our Terms and Conditions are approved and authorized by the licensing regulator, aiming to ensure that all gaming activities are carried out in a socially responsible manner.

The casino is finding ways to not pay my winnings.

Regards,

Ammar

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino specify which rule you breached?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Kristina,

I played Slot machines. I accumulate my winnings with a active bonus.

No to casino did not give me specific reason why they closed my account.

They sent me a whole list what I may have done wrong, when I reply back they give me no specific reasons. Only the email see attached. This is weird answer from them, I like to know what I did wrong specific...

Regards,

Ammar

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello ambaha90,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to provide further information and determine if there is anything I can do to assist you.

We would like to invite BonusBet Casino to join the conversation.

Dear BonusBet Casino,

I would appreciate more details regarding the player's actions that were considered a breach of your rules, as was communicated to the player via email, because you cited multiple clauses of your terms and conditions that cover various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru, including the supporting evidence of the rule violations.

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 ambaha90,

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 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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) 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/support/online-gaming-support/). Please let me know how the ADR responded and if they were able to help you at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru