W88 Casino - Pelaajan kotiutus pidätetään.

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Dear mehedy2024,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation, please allow me to ask you a few questions:

• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino? Or does the casino’s allegation of breaking the rules regarding multiple accounts/references relate solely to your crypto and fiat wallet issue?
• Could you please confirm whether you have successfully passed the KYC verification?
• When did you first notice that your crypto wallet was blocked?

Your answers will help us review your case more thoroughly.

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

Best regards,

Petra

Dear mehedy2024,

Thank you for your reply and for providing the previous details.

Could you please share the above-mentioned transaction records and provide any additional communication you have had with the casino? This can include screenshots, emails, or chat records.

You can send all relevant documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation. Your answers and documentation will help us review your case more effectively.

Dear Petra,

Thank you for your patience.

I have now prepared all the documents you requested and have sent them to your email: petra.h@casino.guru

Here is a quick summary of what I sent:

1. Transaction Records (Deposits & Withdrawals)

I have attached screenshots from my Binance account showing:

* Multiple successful deposits from W88 to my wallet (proof that W88 paid me before)

* Multiple successful withdrawals from my Binance account to W88 (proof of my activity)

* All transactions were completed without any issue before my account was blocked

These records prove that W88 had no problem with my account until I requested a larger withdrawal of 2,270 USDT.

2. Additional Communication with W88 (Email Chain)

I also attached screenshots of my email exchange with W88 support. I contacted them three times, and each time they replied with the same generic marketing email, completely ignoring my questions about why my account was blocked. This shows they are avoiding accountability and have no real customer support for disputes.

I sent all the attachments including transaction records and additional communications with W88 to your email from my registered email address. I indicated in the email with my complain ID number.

Please let me know if any files are missing or if you need anything further.

Thank you again for your help.

Best regards,

Mehedy

Dear mehedy2024,

Thank you for your reply and for providing the previous details.

• Could you please share the message you sent to the Regulator with me?
• Also, is there any chance, even unintentionally, that you may have acted against the bonus policy?

Once I have this information, I will proceed with the case to the next step of the resolution process.

Thank you again for your cooperation.

Dear mehedy2024,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Štefan (stefan.m@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear mehedy2024,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from W88 Casino to join this conversation and assist in addressing the complaint.

Dear W88 Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 mehedy2024,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru