Ursa Casino - Pelaajan kotiutus on estetty.

I made a 100e deposit on the welcome offer on 17.09.2025. I got the wagering through normally within the rules, I withdrew my winnings but the casino manually rejected my withdrawal claiming that I had previously created a user for this casino or that my IP address had previously been played from, which is absolutely not possible. I won a really big amount of money with fair play and it would be really nice to get help from you with this matter as soon as possible.

Tein 17.09.2025 100e talletuksen tervetuliaistarjoukseen. Sain kierrätyksen läpi sääntöjen sisäpuolella normaalisti, nostin voittoni mutta kasino manuaalisesti hylkäsi nostoni väittäen että olisin tehnyt aikaisemmin käyttäjän tälle kasinolle tai että minun ip osoitteestani olisi aikaisemmin pelattu mikä ei ole mitenkään mahdollista. Voitin todella ison summan rahaa reilulla pelillä ja olisi todella kiva saada teiltä apua tämän asian kanssa mahdollisimman nopeasti.

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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.

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Dear player,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

there is no way that someone in my household would have created an account for this casino i live with my old father and he doesn't even know what online casinos are and our wifi has not been used by anyone other than me. I have not even been asked about the KYC process. The bonus i used was a 100% welcome deposit bonus. I am sending screenshots of the emails here. Ursacasino is no longer responding to my emails.

ei ole mitenkään mahdollista että joku taloudessani olisi luonut tiliä tälle kasinolle asun vanhan isäni kanssa ja hän ei edes tiedä mitä nettikasinot ovat, eikä meidän wifiä ole käyttänyt muut kuin minä. KYC-prosessia ei ole edes kysytty minulta. Bonus mitä käytin oli 100% tervetuliaistalletusbonus. lähetän tähän kuvakaappaukset sähköposteista. Ursacasino ei enää vastaa sähköposteihini.

Dear player, have you by any chance connected to public Wi-Fi networks or used a shared connection, such as in a café or public place, where someone else might have used the same IP address?

Did you use a VPN at any point while accessing the casino, which could cause your IP address to appear different from your actual location?

Did you use a payment method in your name when making the deposit, or could it be possible that a different payment method was used?

Hi!

I used my own home wifi network, so it's not possible that I connected to a public network and didn't use a VPN.

I also made a deposit from my own bank account.

Moi!

käytin oman kotini wifi verkkoa eli ei ole mahdollista että olisin yhdistänyt johonkin julkiseen verkkoon ja en käyttänyt vpn:nää

myöskin talletuksen tein omalta pankkitililtäni.

Thank you very much for providing the necessary information. 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.

Hello veetikassu,

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

We would like to invite Ursa Casino to join the conversation.

Dear Ursa Casino,

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

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 veetikassu,

I have received the following response from the casino team:

Hi Michal,

 

Thank you for your correspondence regarding the recent inquiry submitted by v********no@gmail.com

 

Please be advised that the customer's winnings were confiscated in accordance with Clause 4 of our Promotional Terms and Conditions which states: "Only one promotion is awarded per account per player meaning one per family, household address, IP address, email address, telephone number, credit or debit card and/or e-payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of this clause, all winnings will be confiscated."

 

We identified a link between the customer and another user who had claimed the welcome bonus prior to this customer.

 

As a result, the account was found to be in breach of the promotional terms, and the winnings were removed in line with the conditions agreed to upon registration and participation in the promotion.

 

Please note that, due to data protection obligations, we are unable to disclose any personal or account-related information regarding the linked user.

 

We have advised the customer to escalate the matter to the Isle of Man Gambling Supervision Commission if they wish to formally challenge the outcome. Should they choose to proceed, we will submit all relevant evidence to the GSC and will fully comply with the final decision.

 

Regards,

Complaints Team

Ursa Casino

Although we would prefer to address your case through our complaint forum, we recognize that the casino's privacy policy and associated regulations prevent them from sharing essential information and evidence with us. I also suggest that you file a complaint with the Isle of Man Gambling Supervision Commission (GSC), as they are the suitable authority to assist in this matter. There is an online complaint form on the Isle of Man Gambling Supervision Commission (GSC) webpage, which must be completed and submitted in English.

You might find our article about Licensing Authority – Isle of Man Gambling Supervision Commission | Casino Guru and How to submit a complaint to a regulator | Casino Guru useful.

Kindly inform me when you do so, and I will temporarily close this case while awaiting the decision rendered by the GSC.

Dear veetikassu,

We are extending the timer by 3 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 filed a complaint with GSC.

tein valituksen GSC:lle

Dear veetikassu,

Please provide me with a confirmation (such as a confirmation email, a screenshot, or a similar document) indicating that you have lodged an official complaint with GSC. You may provide this confirmation either in this complaint thread or directly to my email at michal.k@casino.guru.

Dear veetikassu,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

We’ve reopened this complaint at the request of veetikassu. We’ve also received confirmation that the player has submitted a complaint to the Isle of Man Gambling Supervision Commission (GSC).

For now, we’ll temporarily mark this case as unresolved while we wait for the GSC’s decision. Once the regulator provides an outcome, we’ll review the situation again and update this complaint accordingly.

Veetikassu, please keep us updated on any progress or feedback you receive from the GSC by emailing us at michal.k@casino.guru

We are reopening this case because we have been informed about the Isle of Man Gambling Supervision Commission (GSC) decision.

The GSC has stated:

We are satisfied, based on the evidence provided, that you were in breach of this term and as such Spinny Moon Limited is within its rights to confiscate your winnings. You agree to these terms and conditions when you claim any bonus on the website. 

 

We also acknowledge that the licence holder has provided your deposit back to you in full.

 

Due to the above, we will be investigating your complaint no further.

Since the GSC, as the regulatory authority overseeing the casino, has ruled on your official complaint in the casino’s favour, we unfortunately have no ability to alter or influence that decision.

You certainly have the right to disagree with the GSC’s conclusion and may choose to pursue the matter through legal channels; however, we are unable to provide any further assistance in this regard.

I will now proceed to close the case accordingly.

I apologise for not being able to assist you further. If you experience any additional issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Centre. We will try our best to help.

Best Regards,

Michal

Casino Guru