First Casino - Player’s bonus winnings have been confiscated.

I registered at the casino, deposited 2,200 hryvnias, I won a jackpot of 100,000, I immediately went in to check whether I have active bonuses, canceled all of them and started playing further, it went up to 320,000 hryvnias, I think it's time to withdraw, I went in to verify, I did the procedure, the dist came that I can successfully withdraw the verification I went through a photo with a selfie document, a passport, a photo of an IP address, a photo of a card, the manager calls me and says congratulations, and then says that you will now receive a letter on your finger, I open it and it says that it seems that the account is blocked for violating the bonus, some senseless delusion, I immediately understood that no one nothing comes out, I tried to call, but it was busy all the time, I already understood that I was stupidly dumped, I decided to twist everything, since these funds are not mine as indicated in the flattery, when I twisted everything, a letter came at once, as if you can already withdraw, all the boxes over time with the fact that there is no active bonus, I am adding, I am adding a video where I am doing an experiment, what I am saying now is to max bet, I salt everything and they will appear immediately, that's how it all happened.

Dear YarPrixodon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if you activated any bonus when placing your last deposit? Was any bonus active when you hit the jackpot, please?

I have checked the general bonus terms and conditions, and this is what I found (here):

7.2. The Company is entitled to suspend, revoke or cancel any payments or prizes related to bonus funds received from the Company if it suspects that the Player is abusing them.

Is this the exact rule that has been used to void your entire promotional winnings?

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

Bonus with a balance of 100 thousand, I didn’t play with bonus money at all, I played exclusively with my own money, there is a screenshot where it is indicated that the balance is without bonuses

I played exclusively with my own money, not bonus money, with a balance of 100 thousand hryvnia, I checked if there were any bonuses that were canceled and the amount of the balance did not change because I did not play with bonus money, after I started the game further and reached 300 thousand, then they called me and congratulated me started to display and received a letter about the fact that I was blocked

Thank you very much, YarPrixodon, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.  

thank you

Dear YarPrixidon,

I have read through this thread and I understand the situation. I’ll get in touch with the casino team and try my best to resolve the issue.

I would like to invite the representatives of First Casino to join this conversation.

Dear casino team,

Could you please clarify the reasoning behind the decision to revoke YarPrixodon’s winnings? Any relevant evidence can be forwarded to andrej.p@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.

This casino is a scam, I had no active bonuses, I fixed all the screens that confirm this, I only waste time, I think the rating should be made terrible

Dear YarPrixodon,

Please be informed that we managed to get in touch with the casino team and received an explanation for this issue. It seems there was a slight misunderstanding.

According to the information provided by the casino team, it appears that the issue was in no way related to a breach of Bonus Terms. The casino decided to conduct an additional verification procedure, regarding which a representative of the casino reached you via phone. After providing all requested documentation, you passed the verification process. The casino team did not register any inquiries from your side at this point, but apparently, you were in belief that your gaming account was about to be blocked (based on the e-mail you received on April 24, 2023, 6:34 PM I assume) and played your remaining balance down to zero. I understand you indicated this in your initial message but due to an error in translation, this information was missed on my part.

The following day, as a gesture of goodwill, the casino decided to credit you with a free bonus in the form of 1000 free spins, and from that day, as far as the casino team is aware, you continued playing without submitting any further complaints to the casino’s customer support. That’s the story from the casino’s point of view.

I understand your point of view, but since you have played your winnings down to zero, I’m afraid there’s not much we can do. There simply are no funds left to recover. For future reference, in situations like this, I strongly recommend staying patient and refraining from further play at least until the situation has been clarified.

Notwithstanding, considering the circumstances, if there are no facts that have been left out of

consideration, we are left with no option but to reject your complaint.

Please let me know if you have any remarks.

At first they contacted me supposedly to say hello, then a letter came as if to check, after checking the profile it was indicated that the account is blocked and the funds must be returned to the casino - in order not to return the funds won by me, I did not manage to withdraw anything, I tried to contact the casino administration where I they ignored me, realizing that they would not withdraw the funds and would appropriate them, I reduced the balance to zero, all the screenshots of the account clearly show the time when the balance became zero, they stopped ignoring me and seemed to apologize for the false SMS about blocking, they gave me 1000 spins, why was I indignant and demanded at least 50% of my honest profit, but I was refused

And how is this a small misunderstanding?! at first they say that I was blocked due to the use of some bonus, that the won funds will be taken away, and then it is a misunderstanding and a mistake - and this is an official casino that has a license, I consider this a gross violation and their rating should be terrible

And on the pretext of the fact that I do not file any complaints - and how can I communicate with them if they are fraudsters, I submitted many applications and complaints to the gambling regulation service and the service that grants them licenses - so it has been 2 weeks that everything is being checked and regarding as you say, I don't understand, it's their mistake about the false SMS about blocking, I'll tell you this - its consultants who are looking into this case say that the legitimacy of this casino after this incident and apparently their mistake is now in jeopardy, and the truth is on my side

Dear YarPrixodon,

Thank you for your replies. I completely understand your frustration. There’s no doubt about the fact that the situation could and should have been handled much better on the casino’s end.

You mentioned that you have already contacted the casino’s official regulatory body regarding this issue. Could you please share with us the relevant communication? You can forward it to andrej.p@casino.guru.

Dear YarPrixodon,

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.

Dear all,

As explained earlier, we will now close this complaint as ‘Rejected’.

I believe that it goes without saying that our recommendation for First Casino team is to make sure that in the future players do not receive information that might mislead them and end up in situations like this one.

YarPrixodon, I hope you never come across a similar problem. Unfortunately, recovery of finances that have been played down is rarely possible. I’m sorry that I couldn’t be of more help.