Rcasino - Kasino on takavarikoinut pelaajan varat.

I am requesting assistance with a dispute against Rcasino regarding the confiscation of €373.57 from my account.

The issue concerns the confiscation of €373.57 which remained in my casino balance after Rcasino decided to close/restrict my account.

My account had previously been successfully verified and my KYC documents had been accepted while I was actively using the account. I have documentation confirming the verification.

At the time of the dispute, my account contained funds and I requested a withdrawal of my full remaining balance. I have screenshots documenting the withdrawal request and the balance.

Rcasino subsequently distinguished between two amounts:

€557.00, which they stated represented my deposits;

€373.57, which they confiscated from my account.

Rcasino eventually confirmed that the €557.00 would be returned to me, and this amount has now been successfully received in my bank account.

However, the €373.57 was confiscated and has not been returned.

The main issue is that Rcasino has never provided me with a specific explanation of what I allegedly did wrong.

I have explicitly asked Rcasino to provide:

The exact prohibited practice they allege I committed;

The specific provision of their Terms & Conditions that I allegedly breached; and

The specific activity or transaction on my account that they consider to be a breach.

I also asked them to explain why this alleged breach would entitle them to confiscate €373.57.

Despite this explicit request, Rcasino has not provided a specific answer. Their latest response only confirmed that the €557.00 withdrawal had been reviewed by their payments department and would be deposited into my bank account. They did not address the €373.57 confiscation or explain the alleged violation.

I have subsequently followed up regarding the confiscated €373.57, but Rcasino has stopped responding.

I therefore ask Casino Guru to investigate this matter and help establish:

what exact rule Rcasino claims I violated;

what specific activity on my account constituted the alleged violation;

whether the relevant Terms & Conditions actually allow Rcasino to confiscate €373.57 in these circumstances; and

whether the confiscated €373.57 should be returned to me.

I am prepared to provide screenshots, KYC verification records, withdrawal records, account balance evidence, the relevant email correspondence, and any other information required.

My goal is not simply to dispute the casino's decision, but to obtain a clear explanation of the actual reason for the confiscation and, if the confiscation is not justified under the applicable Terms & Conditions, the return of the €373.57.

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 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 focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please attach a link to the casino in question?

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,

Attila

Hello Attila,

Thank you for your response. I will provide the requested information and also clarify the sequence of events, as I believe the timeline is important in understanding the dispute.

Games and activity

I used several sections of the casino, including slots, live casino and sports betting. However, the majority of my activity was sports betting.

I am attaching a screenshot from Rcasino's "Profit & Loss" section, which shows my account activity and can help demonstrate the nature of my play.

Account verification

My account was successfully verified during the entire period when I was actively playing. I have a screenshot showing that my account was already verified while I was actively using the casino.

Only after I requested a withdrawal did Rcasino reopen the verification process and request an additional photograph of my face together with my ID document.

This resulted in my withdrawal being cancelled and the approximately €930 balance being returned to my casino account.

I subsequently provided the requested photograph together with my ID. Rcasino then confirmed again that my account was verified and that I could request a new withdrawal and wait three days for processing.

Bonuses

I did use bonuses, but the bonuses were used for slot games and live casino.

Importantly, I did not use a bonus for my sports betting activity.

Furthermore, the bonuses I used for slots and live casino did not result in the disputed winnings. The screenshots I am attaching also show the relevant activity and results.

What happened to the disputed balance

After my account was verified again, I submitted another withdrawal.

This withdrawal was subsequently cancelled by Rcasino.

Rcasino then returned only my deposited funds to my casino balance and confiscated the winnings, amounting to €373.57.

I then requested another withdrawal of the remaining €557.00, representing my deposits. Rcasino eventually paid this amount to me, after approximately five days.

The €557.00 has now been successfully received in my bank account.

Therefore, the amount that remains disputed is specifically €373.57.

Current status of my account

I have not lost access to my account and I can still log in.

However, Rcasino has placed limits on my sports betting activity, which prevents me from continuing to place sports bets.

Main issue I need help with

Despite all of the above, Rcasino has never clearly explained why the €373.57 was confiscated.

I have repeatedly asked them to specify:

what exact prohibited practice I allegedly committed;

which specific provision of their Terms & Conditions I allegedly breached;

what specific activity or bets on my account constituted the alleged breach; and

why this alleged breach would justify confiscating €373.57.

Rcasino has not provided a specific answer to these questions. Their latest response only concerned the payment of my €557.00 deposits and did not address the confiscated €373.57.

I subsequently contacted them again specifically regarding the confiscated amount, but they have stopped responding.

I am therefore asking Casino Guru to help me establish the actual reason for the confiscation and whether Rcasino had a valid contractual basis for keeping these funds.

I have attached screenshots showing my activity, the Profit & Loss section, my KYC verification, the withdrawal requests and the relevant correspondence with Rcasino. I am happy to provide any additional evidence you may require.

The casino website is:

https://rcasino21.com

Thank you very much for your assistance.

Kind regards,

[Redacted]

Hello,

Thank you for the clarification.

As you mentioned that your sports betting activity has been restricted, could you please confirm whether the casino ever informed you that the confiscation or restriction was specifically related to your sports betting? Did they provide any explanation for why these limits were applied?

Additionally, are you aware of having created any other account at this casino in the past? Is it possible that someone else from your household or using the same IP address/internet connection may have registered an account with the casino?

Thank you in advance for your reply.