Minocasino blocks account with €1000 winnings and does not respond

Hello, does anyone here have experience with Mino Casino?

My first withdrawal there went through without verification, but for the second withdrawal they wanted the documents.

The account has been fully completed.

I requested two withdrawals via MiFinity. I received a message stating there was an error and the withdrawal could not be processed.

I then logged into MiFinity and saw that the account there was also frozen.

MiFinity has only announced that there was an error with a payment somewhere and that a review is being carried out.

Yesterday I contacted Minocasino by email to ask if it was possible to withdraw my winnings to my bank account. I received no reply. Today, my account is suddenly blocked, and no one is responding!

One would really like to know what's going on!

My VIP manager hasn't been helpful at all, except for telling the finance department to respond, as this should have been within a few hours. Nothing since yesterday!

Are there similar cases?

Okay, then I'll do that.

Thanks

Hi amth77,

This is understandably worrying, especially since both the casino account and your MiFinity account became inaccessible while your winnings are still involved.

Since MiFinity told you that a review is underway, its restriction may be connected to its own payment checks. However, Mino Casino should still explain why it blocked your casino account. Did the casino send you any email explaining the closure or requesting further verification?

I can see that you have already submitted a complaint and it is currently waiting for review by our Complaints Team. For now, please make sure the complaint contains the MiFinity message, your communication with the casino, and any screenshots showing the €1,000 balance and the two withdrawal attempts before the account was blocked. Our team will let you know through the complaint if anything else is needed.

Please also be very cautious with unsolicited offers or links posted by other users. Do not share your login details, documents, verification codes, or wallet access, and do not pay anyone who claims they can recover the money for you.

Thanks,

Unfortunately, the casino has not responded at all and has not given any explanation.

This is a really unpleasant situation, especially when you receive absolutely no explanation for the account suspension. I would suggest writing to the casino again, requesting the reason for the suspension, confirmation of the €1,000 balance, and information on what happened to the two withdrawal requests. It's important to keep all documentation and be wary of anyone who promises to get your money back in exchange for an advance payment.

I've already asked twice, but nothing's happening.

That is certainly an unpleasant situation. Since you have already submitted a complaint, I hope our team will be able to review the case and investigate what happened.

Hopefully, the casino will contact you directly in the meantime or respond to our Complaints team if they reach the stage of contacting it.

The only thing I received was the following email, accusing me of fraud and game manipulation!!??

I didn't use any bonus, just regular slots that I always play everywhere!

This can't be right, just because you win money after having deposited almost the same amount beforehand, your account is blocked and the winnings are withheld.

Can they simply say "suspected fraud" and keep the money without proof, because there isn't any since I didn't do anything except play?

Mail, ddaruntr German translation

We regret to inform you that your account has been permanently closed.

By registering at our casino, you acknowledged and accepted all the Terms & Conditions outlined on our website:

1.6 Users must use all the services provided by the Company in accordance with the Terms and Conditions and applicable restrictions.

Based on the rule clause of General Terms & Conditions:

14.7 The Casino reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:

- you are suspected in any fraudulent, collusive, fixing or other illegal activities regarding the Casino or any other third parties;

14.8 In case of any violation of the rules while using the site and its services, or in case of any suspicion of fraud and other illegal actions from the player's side, the Operator has the right to close the existing player's gaming account and to follow a message to the player about the account closure.

Also, please be informed that your winning amount of 1000 EUR has been confiscated, and your account was closed due to the violation of the rules of the casino

This email serves as formal notice that your account has been permanently closed and cannot be reopened. It is prohibited for you to create any other account on our website.

All the following accounts will be immediately blocked as duplicates.

Please be informed that our Risk Department operated in accordance with our established rules.

We acknowledge any inconvenience this may have caused and appreciate your understanding.

If you have any questions, we will be happy to help you via Live Chat or email

We regret to inform you that your account has been permanently closed. By registering at our casino, you acknowledged and accepted all Terms and Conditions (T&Cs) listed on our website: 1.6 Users are required to use all services provided by the company in accordance with the Terms and Conditions and applicable restrictions. According to the Terms and Conditions: 14.7 The casino reserves the right, at its sole discretion, to void winnings, retain all funds (winnings and deposits) in your account, cancel bets, terminate the agreement, and prohibit the account holder from using the services or deactivate their account if: - there is suspicion that you are involved in fraudulent activities, collusion, match-fixing, or other unlawful acts related to the casino or third parties; 14.8 In the event of a breach of the rules when using the website and its services, or in the event of suspected fraud or other unlawful acts by the player, the operator is entitled to close the player's account and inform the player of this closure. We would also like to inform you that your winnings of €1,000 have been withheld and your account has been closed due to a violation of the casino rules. This email serves as formal notification that your account has been permanently closed and cannot be reopened. You are prohibited from creating another account on our website. Any further accounts you may open will be immediately blocked as duplicates. Please note that our Risk Management department has acted in accordance with applicable regulations. We apologize for any inconvenience and thank you for your understanding. Should you have any questions, please feel free to contact us via live chat or email.

Thanks for sharing the email. This is an important update.

The casino has now given you a reason for the closure, but the explanation is still very broad. Referring generally to suspected fraud, collusion, fixing, or other illegal activity does not really tell you what specific action they believe you committed.

Since you say you did not use a bonus and only played regular slots, the key question is what concrete behaviour or evidence led their Risk Department to this conclusion.

Your complaint with us is already open, so please add this full email there if you haven't done so already. The Complaints Team can then assess the casino's justification and, where appropriate, ask for supporting evidence behind the confiscation.

For now, I would avoid arguing the same point repeatedly with support. Keep all communication saved and let the complaint process focus on whether the casino can properly substantiate such a serious allegation and the decision to confiscate the €1,000.

Yes, but since I know myself that what they're claiming is a lie, everyone should know that too!

To simply make such a claim in order to avoid paying out the money is the most outrageous thing I have ever experienced.

And they couldn't have seen anything suspicious since I was just playing slots normally, so I know they're lying and that they're getting away with this shouldn't be happening, not just because of the money, but because THIS IS FRAUD!

I understand your point, especially since from your perspective you know how you played and you strongly reject the casino’s accusation.

At the same time, we have to be careful not to state as a fact that the casino is lying or committing fraud before the Complaints Team has had the chance to review the evidence from both sides.

What is absolutely fair to question is whether Mino Casino can actually substantiate such a serious allegation. If they confiscated €1,000 based on suspected fraud or manipulation, they should be able to explain what specific activity led to that conclusion and support it with relevant evidence.

Since your complaint is already open, I think the best thing now is to let the Complaints Team focus on exactly that point.

If the casino cannot properly justify the accusation, that will be highly relevant to how the complaint is assessed.

I can already say that they can't do that. Since I know I haven't done anything, they can't list or prove anything! That's logical to me.

I understand what you mean.

From your point of view, you know how you played and you are certain that you didn’t do anything fraudulent or manipulative.

That is exactly why the complaint process is important here. The key question is not just what the casino claims, but whether it can actually support that claim with specific evidence.

Since your complaint is already open, I think the best step now is simply to let the Complaints Team assess both sides. If the casino cannot explain what specific activity it considered fraudulent or provide evidence for such a serious accusation, that will be very relevant to the final assessment.

So, now the complaint has been rejected as well. Apparently, the casino presented something that supposedly proves fraudulent transactions. That's a joke! I made all my transactions through MiFinity, and I'm not being shown any evidence of this, neither by the casino nor here in the complaint process! There can't be anything that proves fraudulent activity because I didn't do anything of the sort!

MiFinity is simply conducting an account review, according to their support, due to the high number of transactions. If this means I'm suspected of fraud, thank you!

It would be nice if I could have seen that sometime, but it will probably never happen, how could it!

They could have at least asked a few questions before rejecting a complaint, but apparently the great casino is more important.

I can only warn everyone against playing there!

I can see why you’re frustrated, especially if the complaint was rejected based on evidence that you personally haven’t been able to see.

In some cases, casinos provide information to our Complaints Team that cannot be shared publicly or directly with the player, for example because it contains internal risk or fraud-detection data.

If the complaint was rejected after the team reviewed that evidence, it means they found the casino’s explanation sufficiently supported based on the information available to them.

I understand that this is difficult to accept when you strongly disagree with the conclusion, but at this point the complaint process has reached its outcome.

You are of course still free to share your experience here on the forum, but I would avoid presenting fraud by the casino as an established fact when the complaint review reached the opposite conclusion.

Once again!

I paid in normally, so there can be no proof of fraud!

Since the casino obtained evidence from the payment provider, who was willing to share the relevant information, and then provided it to your complaint resolver, I am afraid that your version of events does not appear to be fully supported by the available evidence.

I am sorry, but unfortunately there is nothing more we can do from our side.

The strange thing is that MiFinity still says they can't complete the investigation until the casino responds!

However, as soon as the payment service provider MiFinity has finished its review and the answer comes, I will certainly forward it here.

I have the entire transaction history from my bank account, and again, there's nothing wrong with it. Furthermore, everything was processed via EPS payment through MiFinity, so there's absolutely nothing that could be incorrect or fraudulent!

We'll see!

If they send you anything different from what was provided to our complaint resolver, it will certainly be worth reviewing.

However, our resolver communicated directly with the casino, and the casino stated that its payment provider had supplied important evidence. Therefore, I am not sure whether the payment provider will disclose anything directly to you or what the final outcome will be.

Well, if the casino is already accusing me of fraud, then I would surely find out from the payment provider, since it's supposedly connected to them, as I understand it.