Pelataan Casino - Pelaajan kotiutus takavarikoidaan.

I played at Pelataan casino, took a 100% deposit bonus and when the bonus balance turned into a cash balance I started taking Nolimitcity purchase bonuses and won the maximum win from the bonus, 5000 something euros, after that I played for a while and withdrew 5000€, it took about 1-2 days and I received a message from the casino in an email that 60€ had been returned, i.e. my own deposit.

They gave me some strange reasons in the email that I had broken their rules regarding the bonus, but I don't think the reasons make sense and I don't even really understand them.

Pelasin Pelataan kasinolla otin 100 % talletusbonuksen ja kun bonussaldo muuttui käteisaldoksi alkoin ottamaan Nolimitcity ostoboonuksia ja voitin boonuksesta maximi voiton 5000 jotain euroa sen jälkeen pelailin vielä jonkin aikaa ja kotiutin 5000€ meni noin 1-2 päivää ja sain viestiä kasinolta sähköpostissa että 60€ on palautettu eli oma talletus

Ne kertoivat sähköpostissa jotain ihmeellisiä syitä että olen rikkonut heidän sääntöjä boonuksen yhteydessä mutta minun mielestä syyt eivät käy järkeen enkä edes kunnolla ymmärrä niitä

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear juhussi,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Pelataan Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you met the wagering requirements for both the bonus funds and the deposited funds?
• Was this your first bonus at this casino?
• Have you passed the KYC verification, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Yes, I met the wagering requirements, I never raised my bet to a big amount until the balance completely turned into real money.

It was the first bonus, I think it was a welcome bonus, which I took then.

If by kyc confirmation you mean, for example, an ID card, then I wasn't asked for one.

Kyllä täytin kierrätys vaatimukset en nostanut panosta kertaakaan isoksi kunnes saldo muuttui kokonaan oikeaksi rahaksi

Oli ensimmäinen bonus taisi olla tervetuliais bonus minkä otin silloin

Jos tarkoitat kyc vahvistuksella esim henkilötodistusta niin minulta ei sellaista kysytty

The casino says I have abused their bonus terms (Bonus abuse)

but I only played with the larger allowed bets when the money was real and what is the reason that they still give me back my own deposit and confiscate the big win I think it's really crooked

Pelataan kasino sanoo että olen käyttänyt hyväksi heidän bonus ehtoja (Bonus abuse)

mutta pelasin vasta silloin isommilla sallituilla panoksilla kun raha oli oikeaa ja mikä on syy sille että he palauttavat minulle silti oman talletuksen takaisin ja takavarikoi ison voiton mielestäni todella kieroa

Dear juhussi,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent an email but for some reason I can't find the message anymore saying they have only refunded my deposit.

Lähetin sähköpostin muten jostain syystä enää löydä viestiä missä lukee että he ovat palauttaneet minun talletukseni vain takaisin

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

I would now like to ask Pelataan 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!

Alright thanks.

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 eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter