The player from Ukraine had her account blocked and winnings confiscated. We rejected the complaint because the player didn't respond to our messages and questions.
First Casino - Player’s account has been suspended.
Amount: 21,500 ₴
First Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.7
First Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
They didn’t withdraw funds for a long time, then, for no good reason, they blocked the account with the winnings, winning over me in collusion with other players.
Automatic translation:
Public
Public
4 years ago
Hello,
Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Could you please elaborate? Do I understand it correctly that your account has been blocked? Did you receive any explanation from the casino? Were there any similarities between yours and other player’s account? Did I understand it correctly? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
4 years ago
Translation
They conspire me, my son also registered in this casino, and we didn’t hide the fact that we are relatives, my son initially found out everything from them, he was interested in whether he could play with me if they all had the same address for me. I don’t understand and don’t see the reason why they could really block me, and my son and I had different games. In general, they will entrap me in some sort of conspiracy with other players, but this is not true, they will not order some delivered data. I invested my 18,000 thousand UAH and, after winning, I applied for 21,500 UAH or 21,516 UAH. They even refuse to tell exactly what amount they blocked. Thank you for helping me. I am very grateful to you. All the details I sent them verification passed, I played only from my device, in general didn’t break anything.
Edited
Automatic translation:
Public
Public
4 years ago
Hello,
Thank you very much for your quick reply. I have checked terms and conditions, and this is what I found:
"A player can open only one game account (including taking into account the mail or IP address, computer or other device). All other accounts opened on the Website will be considered duplicate and will be closed if the Player does not provide a reasoned answer regarding the reasons for opening a duplicate account. If the Player has not received permission to open a duplicate account, the Company has the right to close duplicate accounts. In this case, all operations made from the Duplicate account / accounts will be deemed invalid, and the Company has the right to request a return of funds previously withdrawn from duplicate accounts. Funds remaining in the duplicate account are non-refundable."
Could you please advise if your son received any confirmation from the casino allowing him to open another account from the same IP address? If yes, please forward it to petronela.k@casino.guru. Additionally, please advise if you, or your son, have redeemed any bonus in the past. Thank you in advance for your reply.
Public
Public
4 years ago
Translation
I don’t have a duplicate account, this is a fraud on the part of this site, let them provide evidence that someone else is using my details, or let them provide where I made another account or account. Let them show you such an account, it’s impossible. I only used one account. And the chat staff themselves told me that they blocked it in collusion with other players, if someone plays similar games, so I have nothing to do with it.
Edited
Automatic translation:
Public
Public
4 years ago
Translation
And the fact that my son played on his device and with his requisites, so they knew about it that my son and I immediately registered together, but registration was not even from one ip address
Edited
Automatic translation:
Public
Public
4 years ago
Translation
This web site has no and does not have any kind of kambromat on me in order to block me. And the fact that my son played maybe in some games where I played, is not a reason to block me. They also blocked my son, although he passed verification that I did the same procedure. This site is looking for a reason to simply donate funds. I suggested they talk in telephone mode, they did not answer me.
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much for your quick reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
4 years ago
Translation
You see, the fact that they have no concrete facts with proof that I violated something.
Edited
Automatic translation:
Public
Public
4 years ago
Hello,
I’m sorry to hear about your problem. Please could you forward me any supporting evidence? We really want to help you to resolve this unpleasant situation, but would you be so kind and send us a screenshot of your son conversation with First Casino or forward to us the email from the casino support, please? My email address is yuliia.k@guruadmins.com. Thank you very much in advance for your reply.
Public
Public
4 years ago
Translation
Yes, the son registered himself and when he finished, even threw them my ID so that they would immediately and my account verified, such a correspondence was with them. I’ll ask my son to fill it all up. By the way, I didn’t play from that IP address and even didn’t register with it, and I didn’t have any accounts with other ones. And they were open to my son and me, and they all approved. Vobschem now try to find it all and show you.
Edited
Automatic translation:
Public
Public
4 years ago
Translation
I think that there are enough facts that this First web site is dishonest, I understand that you are unlikely to be able to somehow influence them, but you need to do everything possible and publish the fact that this casino will deceive its users.
Edited
Automatic translation:
Public
Public
4 years ago
Hello,
Thank you very much for the quick reply. Before we can move further with this case, I would like to know did you use the same email address as your son during registration? Could this be the reason?
