Casinoways - Pelaajan voitot on takavarikoitu ja tili suljettu.

I am submitting this complaint regarding the voiding of my winnings and permanent closure of my account after my deposits, gameplay, verification, and withdrawal requests had already been accepted by the casino.

Timeline and facts

I made deposits using a virtual Mastercard, which was accepted by the casino without restriction.

During the verification process, I informed the casino in advance that my card statement would only be available at the end of the month due to the credit card statement cycle.

After losing funds deposited via the virtual card, I made one deposit using my bank card, which was subsequently verified and approved, and this card was confirmed as the destination for withdrawals.

The casino acknowledged the delayed statement and continued the verification process. At no point was I informed that this delay could result in account closure or forfeiture of winnings.

I continued playing and reached a balance of approximately €4,000, after which I took a break from gameplay.

My account was supposed to be restricted for 7 days, I was allowed access after 48 hours after a emailing them and answering a few questions with no indication of high-risk classification or restriction.

I then resumed gameplay and subsequently won €13,751.40.

My identity verification was marked as "Approved – full access to all features."

I submitted multiple withdrawal requests, all of which were accepted, marked as "in progress," transaction receipts were issued, and the funds were debited from my balance.

While verification was still ongoing, the casino explicitly stated in writing that once confirmation of card ownership was provided, verification would be completed and withdrawals would proceed.

Before I was given a fair opportunity to submit the pending statement, the casino suddenly:

Reclassified my deposits as "high risk"

Voided all winnings

Declined withdrawals

Refunded deposits

Permanently closed my account

No allegation of fraud, misuse, chargebacks, or rule violations was ever made against me.

Deposits were accepted and gameplay was permitted.

Verification was acknowledged as ongoing and partially approved.

The account remained open and unrestricted even after a €4,000 balance, including a 48-hour period with no risk flags.

Withdrawals were accepted, processed internally, and receipts were issued.

The casino agreed to wait for documentation that was not yet available due to statement cycle timing.

The decision to void winnings occurred only after a significant increase in balance, not at deposit or gameplay stage.

This appears to be retroactive enforcement and post-win risk reclassification, which is unfair and inconsistent with the casino’s earlier confirmations.

I believe I acted in good faith throughout and complied with all requests. The casino’s final decision contradicts its prior written assurances that verification would continue and withdrawals would proceed once documentation was received.

I respectfully request Casino Guru’s assistance in reviewing this dispute and helping

to reach a fair resolution.

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Dear Waldo1984,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you are facing, especially after reaching such a significant balance and going through verification steps. Before we move forward and contact the casino, I would like to clarify a few points to ensure we fully understand the case and the timeline you described:

• You mentioned that most deposits were made via a virtual Mastercard and later one deposit was made via a bank card, which was successfully verified and marked as the withdrawal destination. Could you confirm the total amount deposited in the casino and how much of this came from the virtual card vs. the bank card?

Regarding the pending card statement for the virtual Mastercard:

• Did the casino explicitly confirm in writing that they would wait for the end-of-month statement and allow you to continue playing and/or withdraw in the meantime? If yes, please either upload the message here or forward it to petronela.k@casino.guru.
• You mentioned that the casino later reclassified your deposits as "high risk". Could you please confirm if the casino explained what criteria were used to make this determination? For example, was it purely due to the virtual card, or did they mention anything related to AML checks, processor issues, or chargeback risk?
• For clarity: were all your winnings generated without an active bonus, and were there any wagering requirements in place? If there was any bonus involved earlier in the timeline, could you tell us which one?

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have the requested information and any relevant screenshots, we will be able to reach out to the casino to request further clarification and justification for their decision.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petronela,

Thank you for your message me on boxing day of all days I appreciate that I really hope you can help me.

So the total deposits and payment methods

I deposited a total in the casino of €250, made in the following order

Virtual Mastercard: two deposits of €100 each (total €200)

Bank debit card: one deposit of €50

The winnings of €13,751.40 were generated from gameplay funded by the €50 bank debit card deposit.

The casino acknowledged in writing that the statement for the virtual Mastercard would only be available at the end of the month due to the statement cycle and confirmed that verification would continue once confirmation of card ownership was provided.

While they did not explicitly state in those exact words that I was allowed to continue playing my account remained fully accessible, my identity verification status showed

"Approved – full access to all features," no restrictions or warnings were applied. At no point was I informed that continuing to play while awaiting the statement could result in account closure or voiding of winnings.

I will forward/upload the written communication I have that acknowledges the delayed statement and continuation of verification.

The casino did not provide a clear explanation of the criteria used to classify my deposits as "high risk." The only indication given was that it related to the payment method. No mention was made of AML concerns, chargebacks, fraud, processor issues, or any specific risk factors. No issues were raised at the time of deposit, during gameplay, during verification, or when withdrawals were accepted and marked as "in progress." The reclassification occurred only later, after a significant win.

All winnings related to this complaint were generated without any bonus. There were no active bonuses at all accepted throughout my sign up as I don't opt into them and no wagering requirements in place at any point during the gameplay that resulted in the €13,751.40 balance.

Please let me know if any additional information or screenshots are required. I appreciate your assistance and look forward to your further guidance.

Kind regards,

Waldo1984

Hi Waldo1984,

Thank you for the information so far. To understand the situation clearly, I just need one more clarification:

On which exact dates did you make the following deposits?

• €100 virtual Mastercard – date: ?
• €100 virtual Mastercard – date: ?
• €50 bank debit card (the one that generated the winnings) – date: ?

This will help me determine how many days passed between your last deposit and the casino’s decision on 21.12.2025 to void the winnings and close your account.

If you prefer, you can also forward a transaction history or bank confirmation with those dates (no screenshots cropped, if possible) to petronela.k@casino.guru.

Thank you in advance.

Hi it was the 11/12/2025 for all three deposits

Thanks

Just to inform you, I have now provided the casino with the requested card statement confirming ownership of the virtual Mastercard.

This document became available today, as previously explained during verification.

I am happy to share the statement with you as well if required.

Hi Waldo1984,

Thank you for the update and for letting me know.

That’s good to hear. Please allow the casino some time to review the card statement you have provided. If they respond with any further requests or feedback, feel free to keep us informed.

If you don’t mind, I would also appreciate it if you could forward the card statement to me.

Thank you for your cooperation, and I’ll be awaiting any updates from your side.

I have emailed you the casinos reply they are not reviewing anything they are sticking with what they originally said to me. Sending the statement has not changed anything at all they are sticking with what they decided all along.

I'm forwarding my statement now.

I wanted to share that I have successfully completed full account verification, including proof of payment, at another Curacao-licensed casino using the same identity and the same debit card.

Everything was verified instantly, with no issues or additional requirements. This supports that my documents and payment methods are valid and that I am not considered high-risk by Curacao operators in general.

Dear Waldo1984,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear Waldo1984,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Casinoways to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Casinoways,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Hadi

Hi Hadi, an email has been sent to yourself with our reply.

Dear Casinoways,

Thank you. I have received your email and we are currently reviewing it. I will get back to you as soon as possible with our conclusion.

Dear Waldo1984,

After a thorough review of your case and the information provided by the casino, we regret to inform you that your complaint has been rejected as unjustified.

Chargebacks are considered a very serious risk factor in the gambling industry. When a player is associated with chargeback activity, casinos are entitled to take strict measures to protect themselves, including permanently closing the account and voiding winnings. This applies regardless of whether the chargeback occurred at the same casino or at another operator.

In such situations, the standard and fair approach is for the casino to refund the player’s original deposits, which was done in your case. Based on the evidence reviewed, the casino acted within acceptable industry practices.

We understand that this outcome is disappointing, but under these circumstances, we are unable to rule in the player’s favor.

Thank you for your understanding.

Best regards,

Hadi