Fruits4Real Casino - Player’s winnings were confiscated.

Casino closed my account and paid me only my deposit back. They explained me that my account has been red-flagged by security system but I don't understand what it means and there were no further explanations from casino. It was a couple of muths ago but I hope you can help me to find out more.

Hello Zigi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Yes, with bonus. I sent you the email from casino.

Thank you very much Zigi for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Zigi,

I'll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Fruits4Real Casino to join this conversation.

Dear Fruits4Real Casino team,

Please specify the reason why Zigi’s gaming account has been ‘red-flagged’ by the casino security system. You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.

We would like to ask Fruits4Real 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’.

Ok, I will write an email to casino again

Thank you, Zigi, for your cooperation. Please let us know when you receive a reply.

I received an email from casino. Here it is:

Dear Francisco,

As per our previous communication and per our Terms & Conditions, we reserve the right to close your account as per management decision.

For further information please refer to our Terms & Conditions:

https://omnislots.com/info/terms-and-conditions

Kind regards,

And there were no other explanations. I asked casino again why they confiscated my winnings.

I’m sorry to hear that, Zigi, but thank you for the update. I’ll contact the casino again and try my best to find out more.

Dear Fruits4Real Casino,

Please provide an explanation and relevant evidence on this case. You can forward the information to my e-mail address andrej.p@casino.guru.

Dear Zigi,

Unfortunately, we still haven’t received a relevant response from the casino.

We would like to ask Fruits4Real 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’.

Dear Zigi,

Unfortunately, as we have not received the requested information from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before submitting an official complaint to the casino’s Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly recommend you to contact the casino’s Licensing Authority - Curacao Antillephone.

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.