Manga Casino - Pelaajan voitot on takavarikoitu.

I have problem with this casino and i think something is not right. I opened account 2 days ago and i played normal. I used welcome bonus what they give me and then i won money in game, and few minutes after, they just take money from my account. I don't understand what happened so I write email to them and ask why did they take my money, because I think they can't just do that.

After that i read all terms and conditions very careful, to see maybe if i did something wrong. But i don't see anything, so i sent another mail and told them that i read all terms and i did nothing wrong. Then they say they need document for verify me. I send them my passport and proof of address like they ask. But now they ask again more document, like proof of where my money come from and selfie with my passport.

But I still don’t have my money back, and I don’t want send more personal things if they just trying to scam me. I just want to understand what is going on and why they do this. Please help me if you can.

Dear player,

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

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

• Is your account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you completed wagering of the welcome bonus in the casino?
• How much have you deposited overall to the casino?
• Were you in contact with the casino before the casino removed your winnings from the bonus? What have you discussed?

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I can go in my account and log in. I play two slot games. I did not wager bonus because they remove it before I could. They remove all my money from wallet. I deposit 1000kr all. I play in their casino first time. I not talk to them before they remove my bonus. I talk to them from live chat and they ask me to do verification after that on email.

Thanks for your reply.

• Could you please explain how much was left on your player's balance after the casino removed the bonus funds?
• Was the funds removal recorded in your transaction history? Could you please share a screenshot or similar evidence regarding this? Share it here or send the information to my email at tomas@casino.guru

Please note that the casino requiring proof of funds and a selfie with an ID document is nothing unusual when it comes to verification. If these documents were requested from you, we won't ask them to skip this requirement.

Thanks in advance for your reply

I had all 35485kr in account before they take it away. I have screenshot of transaction history, I attach it here.

Thank you very much, shadow7, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you shadow7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Manga 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.

Hi i asked them on email why are they not responding. What should i do if they dont respond?

Hei,

I want let you know that casino ask me to send document to them, but they not return my money to me still. I send email from casino and me to you. Please help me.

Hi they asked me to send statement from mifinity and they rejected it because my name and iban is not visible, but mifinity wont give that. And they asked for statement for proof of funding but that is my mifinity, because i used winnings from casino to play more. Please help me. And they are asking all of this and they didnr even return money to me

Dear shadow7, I am trying to get in contact with the casino representative outside of the thread. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear shadow7,

I have tried to contact the Manga 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 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 and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter