First Casino - Player's account has been closed unexpectedly.

Today, February 13, 2025, I made a deposit after full verification of the account, mail, phone, card. I played, a person helped me, told me how and what where to press. Make the payment myself, pressed myself, just the first time. Withdrew part, won, smaller, and when I was waiting for the second part, I received a call and began to ask strange questions, to which I had no answers, because I had only been participating in this for a couple of hours, I said that they were teaching me, because I was in the casino for the first time, they said they would pass it on to technical support. After the conversation, the rest of the money never came to me. I then scrolled them. Immediately replenished another 3000 UAH. The amount accumulated in my account in the game office is about 8,280 UAH, I left the game, wanted to withdraw money to the card, but at the same minute they blocked me, they write your session is over. I write to technical support, they do not answer. I was cheated for $200, for no apparent reason. Please help me figure it out and resolve the issue of account recovery and refund.

Dear Marik1984,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if the person who helped you create your casino account and play also has an account at this casino?

Do you live in the same household?

Could you kindly describe in more detail what questions the casino asked you during the call?

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

Best regards

Veronika

Hello Veronica. Yes, there is a man living in the neighboring house who introduced me to the casino, I decided to try it, but I didn’t know which game to choose and how to place bets, I asked for help, he told me verbally, then I played on my own and asked how I could withdraw my funds, but I always did everything myself. I’ll tell you more, on February 13, 2025 at 18:14, I made the last deposit of 3000 UAH. I won about 8280 UAH and my account was immediately blocked. If it comes down to it, let them return my money, why do they take other people's money for themselves? Let them return my financial investments to my card. I have all the necessary screenshots of my investments and the winning one, with the time and date and the name of the casino.

They asked me what games I played, and I played for the first time and could not remember and know the name, I described in my own words what you need to do in the game, the main characters, well, what I could, because I played only a few hours there. In two games. Strawberries and cauldrons, this is Fruit cocktail and China, something like that.

This person also played in this casino, now he does not play. The operator who called me directly claimed that it was not me who was playing, I explained to him that I was playing, I was just still learning and I could not answer all the questions, I passed the registration, verification too, and I do not trust anyone with my finances, so I think that I was blocked without reason. They do not answer my email either, apparently they blocked me there too, I had to ask my friends for help.

Thank you for the explanation. When was the last time your neighbor played at this casino?

Why is your neighbor no longer playing at this casino? Has his account been blocked?

Have you played only slot games, or did you participate in some other games as well?

Did you activate any bonuses?

If you have any emails or other communications from the casino, please forward them to me at veronika.f@casino.guru.

Thank you for your cooperation.

Hello. No, the neighbor's account is fine, he just plays in different casinos. This says that you have to wait for some time for payments. I played only two games, they were slots, without any bonuses, I will forward the answers from the casino. They promised to call me, they called not at the specified time, but later, and the call lasted three seconds, I could not pick up the phone, they pretended to call, I write to them every day.

Thank you very much, Marik1984, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Marik1984 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask First Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hi Peter! Nice to meet you. I hope you can restore justice and my issue will be resolved.

Good evening, Peter. I would like to inform you. Today, First Casino finally contacted me, they said that they will not unblock the account, they say that it was not me who played, although I explain to the operator that I played myself, they only recommended their casino and explained to me how to place and change bets, they refused to pay out the winnings at all, they do not want to unblock them either, they offered to take only the last deposit. This is 3,000 UAH, although there are more than 8,000 UAH on my account balance, they sent me an email with a scheme that I need to follow, write an application to receive this amount, write in my own hand that I have no claims against them, etc., what can you advise? As I understand it, if this suits me, then I agree? Although this is not even half. There are screenshots of the correspondence, if you need, an application and other documents.

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 Ukrainian Commission for the Regulation of Gambling and Lotteries (zvernennya@gc.gov.ua) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter