Cipherwins Casino - Pelaajan voitot takavarikoidaan.

Hello,

The casino cancelled my winnings, claiming I had violated the bonus terms and conditions...

Ironically, I played and won WITHOUT a bonus.

Please help me clarify this.

Hallo,

DAs Casino hat mir Gewinne gestrichen mit dem Hinweis, ich hätte gegen Bonus AGB verstoßen...

Witzigerweise habe ich OHNE Bonus gespielt und gewonnen.

Bitte helfen Sie mir, das aufzuklären.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Do I understand correctly that you have gained your winnings without any active bonus?
• If so, could you please share a screenshot of your bonus history? Have you played with any bonuses in this casino before?
• Have you successfully completed the full KYC verification at this casino?

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

Attila

Yes, the winnings were earned WITHOUT a bonus.

I had deposited using a bonus, but I cancelled it before I started playing.

Attached is a screenshot of my bonus history:

Yes, KYC is fully completed and I have already had payouts in the past.

Ja, die Gewinne wurden OHNE Bonus erspielt.

Ich hatte zwar mit Bonus eingezahlt, diesen aber bevor ich angefangen habe zu spielen storniert.

Anbei ein Screenshot meiner Bonus-Historie:

Ja, KYC ist komplett abgeschlossen und ich habe bereits in der Vergangenheit auszahlen lassen.

Thank you for your response. Could you please advise on how you canceled the bonus? Was it done by contacting customer support or through your account manually?

Thank you in advance for your reply.

Manually via the account.

However, I also made sure that no bonus was active before I started playing.

MAnuell über das Konto.

Ich habe mich aber auch vergewissert, dass kein Bonus aktiv war, bevor ich mit Spielen angefangen habe.

Dear Tabru, thank you for your response.

In order for me to properly asses the issue, could you please share your game history as well? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the alleged activation of the bonus, until the confiscation of the winnings.

You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

Hello, I've sent it to you now.

Hallo, ich hab es Ihnen jetzt geschickt.

Dear Tabru,

Thank you for providing the evidence. Could you please confirm the date on which the alleged violation occurred?

Thank you in advance for your reply.

I simply don't know that.

I only received the email after submitting the payout request.

Das weiß ich eben nicht.

Mir wurde nur die Email nach dem Auszahlungsantrag geschickt.

Dear Tabru,

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, Peter (peter.c@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,

Attila

Hello there,

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

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

I have tried to contact Cipherwins Casino repeatedly but 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

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

Best regards,

Peter