Kaleo Casino - Pelaajan voitot on takavarikoitu.

I first deposited the €40 because I got free spins with this I won less than €40. I played different games and the wagering requirement was met. I have pictures of all the things saved. I put €700 in for withdrawal, it took a couple of days, they sent me an email and the money didn't come, they had returned about €65 to the game account, they claimed that I had violated some terms. I played there for €65, I got €500, I tried to withdraw the same thing, they took the money, the same email came when I asked more specifically what terms I had violated, no answer, the same general message for the second time. I have pictures of them, as it shows all the closed bonuses and what I have wagered, in the pictures you can see that the correct balance was, for example, that €500 bonus balance was €0, I played most of the game Olympus Rivals and I also looked at the long list of prohibited games with an active bonus and that wasn't on the list.

Talletin ensin sen 40€ sillä sain ilmaiskierroksia tällä tuli alle 40€ voittoja. Pelailin eri pelejä ja kierrätysvaatimus täyttyi. Mulla on kuvat kaikista jutuista tallessa. Laitoin 700€ kotiutukseen meni pari päivää niiltä tuli sähköpostia ja rahoja ei tullut olivat palauttaneet pelitilille noin 65€ väittivät että olin rikkonut jotain ehtoja. Pelasin tuolla 65€ pääsin 500€ taas yritin kotiuttaa sama homma ne vei rahat sama sähköpostiviesti tuli kun kysyin tarkemmin että mitä ehtoa oon sitten rikkonut ei vastausta sama yleinen viesti toisen kerran. Mulla aon kuvat niistä kun siinä näkyy kaikki suljetut bonukset ja ne mitä oon kierrättänyt kuvissa näkyy että oikea saldo on ollu esim tuo 500€ bonus saldo 0€ pelasin suurimman osan pelistä olympus rivals peliä ja katsoin vielä sen pitkän listan kielletyistä peleistä aktiivisella bonuksella ja tuota ei ollut sielä listalla.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward the emails you received from the casino after your winnings were confiscated on both occasions to veronika.f@casino.guru?

Additionally, please clarify the following:

• Were the bonuses you activated and played with deposit bonuses or no-deposit bonuses?
• How did you find these promotional offers? Were they available directly on the casino website, found on a third-party website, or sent to you via promotional email?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Veronika

I replied by email, added all the attachments and played with the first deposit bonuses and then the 40e I deposited, everything was approved and the KYC was fully approved.

Vastasin sähköpostilla j lisäsin kaikki liitteet ja pelasin ensi talletusbonuksilla ja sitten vielä tallettamani 40e kaikki oli hyväksytty ja se KYC oli täysin hyväksytty.

Thank you for your email.

• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Could you please specify whether your documents were reviewed and approved by the relevant department before your account was closed, or if you only uploaded your documents for verification without receiving any final outcome?
• Could you also clarify why the amount of €65 was returned to your account? Was this a maximum win cap from a bonus, or was there another reason, considering your deposit was €40?

Thank you in advance for your cooperation.

I have only played through the phone at that casino, i.e. through the phone's web browser. They accepted all the documents because they couldn't even make a withdrawal there until they had accepted all the documents and when all the necessary documents had been sent. I don't really know why they had returned the €65 because I had wagered all the bonuses by the time I put the €700 in the withdrawal.

Olen vain pelannut puhelimen kautta kyseisellä kasinolla eli puhelimen nettiselaimen kautta. Ne hyväksyi kaikki asiakirjat koska siellä ei pystynyt edes laittamaan kotiusta ennenkuin he olivat hyväksyneet kaikki asiakirjat ja kun kaikki tarvittavat asiakirjat oli lähetetty. En oikein tiedä miksi ne oli sen 65€ palauttanut koska olin kierrättänyt kaikki bonukset siihen mennessä kun laitoin sen 700€ kotiutukseen.

Dear Ek88

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, Stefan (stefan.m@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,

Veronika

The point is clear, I have more documents, including their list of banned games and the games I played were not on that list, especially when playing with an active bonus. I have dozens of pictures to send if needed.

Asia selvä, minulla on tallessa lisää dokumentteja mm heidän lista kielletyistä peleistä ja minun pelaamani pelit eivät olleet siinä listassa, varsinkin näissä kun pelataan aktiivisella bonuksella. Minulla on monia kymmeniä kuvia tarvittaessa lähettää.

Dear Ek88,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Kaleo Casino to join this conversation and assist in addressing the complaint.

Dear Kaleo Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant 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 Anjouan Gaming (you can click on the validator at the bottom of the casino's site and file a complaint there) 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru