Taika Spins Casino - Pelaajan voitot on takavarikoitu.

I deposited 50e to this casino and did not use any bonuses or free spins. I won approx. 10,000e and when I tried to withdraw the first 1,000e (maximum withdrawal per day) I received a reply after a couple of days that I had broken the Casino's rules and the funds in the account were removed. KYC approved, no multiple accounts, I transferred the money directly from my own bank account. I have contacted the casino and asked what rule I have broken, but the answer has been that "the decision is permanent". have I been scammed or is there still a chance to get the money back?

Dear Jonssoni30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Do you currently have access to your casino account?
• Do I understand correctly that this was the only explanation you received from the casino regarding this situation? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

i only played slots, gates of olympus gave maxwin when i bought free games with 1.4e bet, fire in the hole, give 6000e with free games. I played several purchased free games. I can access my account, but there is no more money than what I originally deposited. the casino has not told the reason why they have taken the money, only attached their terms/rules and said that I have broken them.

that's the answer when I asked what rule I had broken. casino clearly does not want to discuss the topic.

Thank you very much, Jonssoni30, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

thank you, I will wait for your contact. let's hope that the casino will not be able to take my winnings by dishonest means.

Hello Jonssoni30,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Taika Spins to join the conversation.

Dear Taika Spins,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Thank you in advance.

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.

Dear Jonssoni30,

As I informed you via email, I have received a response from the casino team and am awaiting further information from them to hopefully clarify the situation.

I will extend the timer, and hopefully, we can work towards a successful resolution of your case.

Dear Jonssoni30,

I have reviewed the information and evidence I have received from the casino team and some suspicions came to light.

Can you please confirm if any of your family or friends have an account at Taika Spins Casino? Have you by any chance played from the same location as them, perhaps during a visit?

Do you use any VPN programs?

my family members don't have an account with Taikaspins casino and I don't use vpn either. I've only played on my mobile phone and on my computer when I'm at home. could that be the reason for the confusion?

Dear Jonssoni30,

Well, theoretically no, but it might raise some suspicion. The use of multiple devices may raise concerns for the casino team regarding potential multiple account activity. To assist in resolving this matter, please provide me (either here in the complaint thread or to my email michal.k@casino.guru) with all the IP addresses you have utilized to access your casino account, along with the device IDs. Also please confirm who your internet provider is and if you have that mentioned in your contract by any chance (a static IP), what your "usual" home IP address is.

I sent you the ip address information by email, I'll wait for the next plot twists.

Dear Jonssoni30,

Thank you for your emails with the information. I will continue my dialogue with the casino team.

Dear Taika Spins,

I wanted to let you know that I've reached out via email to share my thoughts on the situation, and I'm looking forward to hearing back from you.

Dear Jonssoni30,

I am still in discussions with the casino team regarding your case. I have shared my perspective on how we might address the situation and am now waiting for their final feedback. Additionally, I will be extending the timeline by three more days.

Dear Jonssoni30,

You have been flagged by the casino security team for using proxy IP addresses, which is according to their rules not allowed as stated in rule 12.10. However, we as Casino Guru do not consider the provided reasoning sufficient for taking such a significant action as confiscation of the winnings. There has been no evidence provided to us to suggest that you gained any unfair advantage. The IPs were most likely assigned to you by your internet provider, as you, as a customer, have no influence over this. While players can manage their use of VPNs (if this were the case, but it is NOT), proxy IPs are configured by the ISP (Internet Services Provider) even without the player's knowledge, making it unjust for the casino to penalize you for something beyond your control.

I have conveyed our stance on such matters to the casino team and provided our insight on how such a situation could be handled, but regrettably, they have maintained their original position. Unfortunately, we are left with no choice but to consider this complaint closed as unresolved—against fair gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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, if you want to take your complaint further, you can submit a complaint to the Alternative Dispute Resolution (ADR) entity MADRE (https://madre-online.eu/file-a-claim-international/). The next step would be to submit a complaint to the Malta Gaming Authority (MGA) (https://www.mga.org.mt/support/online-gaming-support/). The Gaming Authority has more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I can only recommend checking the reviews of each casino before you sign up and only playing in well-licensed and good-rated casinos to avoid disappointments like this in the future.

I am sorry I could not be of more help on this occasion.

Best Regards,

Michal

Casino Guru

We are talking about such a large sum that I will of course try to turn every stone in the way and see if a fair solution can be found. I will next file a complaint with the MGA and see how they react. I will keep you updated, thank you very much for your help.

Dear Jonssoni30,

You are certainly entitled to explore all avenues regarding your case. I will now move forward with closing this matter. Please feel free to update me on any future developments through email.

I regret that we were unable to assist you further this time. Should you encounter any challenges with this or any other casino in the future, do not hesitate to reach out, and we will try our best to assist you.

Best regards,

Michal

Casino Guru