Orozino Casino - Pelaajan voitot on takavarikoitu.

I deposited money got deposit bonus free spins completed the 100% wagering and as usual it stayed 100% not accrediting that the wagering was complete. As in previous similar situations with this casino CS says waiting on finance department to respond then as in previous occasions CS says yes wagering complete but I used high bet tactics to mark the wagering requirement off quicker which I purposely didn’t bet over $2 a bet as per screenshot it was $1 bet that I won big on they stole $502

Hello,

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

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

• Could you please list which slot games you played during the bonus wagering?
• Have you bought or activated any bonus features or free spins when playing these slots, to your knowledge?
• Have you requested the game history from the casino for the time the bonus was in play from customer support? Would it be possible for you to provide it to us for review? Send the information to my email at tomas@casino.guru

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

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I contacted casino requesting proof that I didn’t meet the requirements as per their version of the situation and as usual orozino CS reply’s take forever I’ve just logged in to check for response and they deleted the msgs regarding this situation. Luckily id already sent you copies of the CS interaction but shows how they clearly trying to cover it up and remove any evidence

My apologies I just went back to orozino cs msgs they haven’t deleted as first thought but it’s been two days since I asked for their proof no response

screenshot straight after having won and u can clearly see that it was $1 bets so it’s not exceeding the $2 bet limit as they are claiming

Thanks for your reply.

Have you requested a game history from the time your bonus was in play from support?

Kindly request these records and provide them to my email tomas@casino.guru

If the casino refuses to provide you with this information, kindly save your interaction with them and send it to me as evidence.

Thanks in advance for your cooperation.

As you can see they just ignored my request for proof it’s been 11 days since I requested it

HI TOMAS

IM LOOKING FOR A CURRENT UPDATE ON MY CASE ASAP

THANKS

Thanks for your reply.

I would recommend that you request a detailed game history of your gameplay explicitly from casino support. If such a request won't result in you receiving these detailed records, we'll try to assist you further.

I apologize for the inconvenience.

Dear Ausspacecadet,

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.

I requested from orozino casino what you advised me to request and haven’t had any communication in return

Here’s updated screenshot you can clearly see they choosing to ignore and not respond

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

I would now like to ask Orozino 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.

So if they don’t reply then what? Too bad? No winnings? What other options are there available

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. I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them however the casino doesn't display their license validator, which is used to submit a complaint, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter