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I was unfairly confiscated from this casino site.

I received the following email and my balance was confiscated, but I have not engaged in any unfair play.

I received the bonus, played a valid game, and won a large payout, so I met the wagering requirements.

I have fully passed the account verification and requested a withdrawal, but I cannot accept this kind of action.

Dear Customer,

Hope this email finds you well.

We would like to inform you that, after a thorough review, your account has been closed due to a violation of our Terms and Conditions, specifically Section 10 and Section 15. These sections relate to the development of strategies aimed at gaining unfair winnings and our strict policy regarding advantage play. Please note that our company has zero tolerance for the misuse of welcome offers or promotional bonuses, and in such cases, bonuses and any winnings generated from them may be voided.

We understand that this outcome may be disappointing, and we sincerely regret any frustration this may cause. Please be assured that this decision was made following a careful and detailed review in line with our policies, which are applied equally to all users to ensure fairness.

Regarding your remaining funds, you are eligible to withdraw your last deposited amount minus a 20% deduction, in accordance with our Terms and Conditions. The available withdrawal amount is 160.06 USD.

Should you have any questions or need further assistance, please do not hesitate to contact us.

We wish you all the best going forward.

Best regards,

Chris / Support agent

こちらのカジノサイトで不当な没収を受けました。

以下のようなメールが届き残高の没収を受けましたが、不当なプレイをした事実はありません。

ボーナスを受け取り有効なゲームで遊び、高額配当が出たので賭け条件を達成した次第です。

アカウント検証も完全に合格し出金の依頼をしましたが、このような措置には納得できません。

Dear Customer,

Hope this email finds you well.

We would like to inform you that, after a thorough review, your account has been closed due to a violation of our Terms and Conditions, specifically Section 10 and Section 15. These sections relate to the development of strategies aimed at gaining unfair winnings and our strict policy regarding advantage play. Please note that our company has zero tolerance for the misuse of welcome offers or promotional bonuses, and in such cases, bonuses and any winnings generated from them may be voided.

We understand that this outcome may be disappointing, and we sincerely regret any frustration this may cause. Please be assured that this decision was made following a careful and detailed review in line with our policies, which are applied equally to all users to ensure fairness.

Regarding your remaining funds, you are eligible to withdraw your last deposited amount minus a 20% deduction, in accordance with our Terms and Conditions. The available withdrawal amount is 160.06 USD.

Should you have any questions or need further assistance, please do not hesitate to contact us.

We wish you all the best going forward.

Best regards,

Chris / Support agent

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:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• 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

Veronika

Dear Yria26,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru