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I registered at the casino. The data I filled in are true and verified by the casino. I deposited cash into my account several times. when I won and wanted to choose to win, my account was blocked and the win was confiscated. I can't access my account and the casino does not communicate

do casina jsem se zaregistroval. Me udaje které jsem vyplnil jsou pravdivé a ověřené casinem. Několikrát jsem na svůj účet vložil hotovost. když jsem vyhrál a chtěl si výhru vybrat tak mi byl ucet zablokován a vyhra zabavena. Na svůj účet se nemůžu dostat a casino nekomunikuje

Dear Miroslav,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any confirmation from the casino regarding successful verification? Do I understand it correctly you’ve never received any explanation for closing your account?

Is there any relevant communication between you and the casino that you could forward me? My email address is kristina.s@casino.guru

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Dear Miroslav,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We've reopened this complaint as per the player's request. This is the message from Miroslav:

"The only thing the casino told me was that I had violated the terms and conditions and my account was blocked. My girlfriend accepted the payment from my bank credit card several times without any problems. Verification of the identity of both me and the credit card holder was approved. account blocked. "

We’ve reopened this complaint as per the player’s request. This is the message from Miroslav:

"Jediné co mi casino odpovědělo že jsem porušil smluvní podmínky a účet mi byl zablokován. Bez jakýchkoliv problémů několikrát přijali platbu z bankovní kreditní karty mé přítelkyně. Ověření identity jak mé osoby, tak i majitele kreditní karty bylo schváleno. Při pokusu o výběr my byl účet zablokován. "

Miroslav I checked the casino's T&Cs (https://www.casinochan.com/terms-and-conditions) point 1.11 DEPOSITING and I found this:

"CasinoChan does not accept third party payments. You must make deposits only from a bank account, or using VISA/MasterCard bank cards, payment systems Skrill/NETELLER, or other payment methods registered in your own name. If we determine during the security checks that you have violated this condition, then your winnings will be confiscated and the original deposit will be returned to the owner of the payment account; CasinoChan also is not responsible for the lost funds deposited from third party accounts."

In this case, the casino proceeded correctly. Could you please confirm, whether funds deposited using your girlfriend's credit card have been refunded?

I asked them to return the deposit and they have not returned anything to this day. And it is interesting that they accepted the deposits even though they knew that I did not own a payment card. Cards that they have approved and verified the identity of the cardholder.

Žádal jsem je o vrácení vkladu a do dnes nic nevrátili. A zajímavý je že vklady přijmuli i když věděly že nejsem vlastníkem platební karty. Karty kterou schválili a ověřili si i totožnost vlastníka karty.

Thank you very much Miroslav for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Miroslav,

I looked at your case and understand the situation. I will contact the casino and see what can be done.

We would like to ask Casinochan to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Miroslav,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in 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. As a last resort option you could contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint there. It's not the best licensing authority out there but they might be able to help. Please let me know how they responded.

Best regards,

Peter

Dear Casino Guru and Miroslav,

We wanted to inform you that we have submitted the necessary details to the Casino Guru support team for review.

Thank you for your patience as we work through this process. 

Best regards,

Casinochan Team

Thank you Casinochan team for your email and evidence.

Dear Miroslav,

I reviewed the evidence from the casino and it suggests that you used a third-party payment method to make deposits in the casino which is against the rules. If this is the case, I'm afraid I won't be able to help you.

Dear Miroslav,

We would like to inform you that the confiscation of funds was carried out due to a payment made by a third party. We have already provided the necessary evidence to the Casino Guru team.

Best regards,

CasinoChan Team

Dear Miroslav ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Based on the evidence from the casino and the fact that the player stopped responding, we have no other option but to reject the complaint.