Cipherwins Casino - Pelaajan kotiutus on takavarikoitu.

Hello,

I won 2000 euros. I wanted to withdraw the money, but they canceled it for some reason stated in their terms and conditions. They wouldn't explain the reason to me. I didn't play with any bonus money.

Hallo,

Ich habe 2000 EURO gewonnen .Ich wollte das Geld ausbezahlen lassen, aber laut irgendwelchen AGB Grund haben sie es storniert.Den Grund wollten sie mir nicht erklären. Ich habe mit keinem Bonusgeld gespielt.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cipherwins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was your account verified? Were you asked to submit any documents during the verification process?

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

Best regards,

Tomas

No, I played without a bonus.

Regarding the last question: yes, my account was verified, and I was asked to send documents.

Nein,habe ohne Bonus gespielt.

Zur letzten Frage.ja mein Konto wurde verifiziert,und wurde aufgefordert Dokumente zu senden.

Thanks for your reply.

• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Thanks in advance for your cooperation.

Hello. I played slot machines.

3 Coin Volcanoes

Coin up

Cover Coin 3×3

Hallo.Ich habe Spielautomaten gespielt.

3 Coin Volcanoes

Coin up

Cover Coin 3×3

Dear Biggi,

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, Jana (jana.k@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.

Kind regards,

Tomas

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 Biggi,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Cipherwins Casino representative to join this conversation and participate in resolving this complaint.

Dear Cipherwins Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/) 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 (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana