Happy Casino - Player's account was closed and his funds were withheld.

I deposited approximately 2985 units, or whatever the amount was, from my account.

Then, after chatting with them, I received an email stating they wanted information about certain deposits (winnings I had gained from other casinos), which I provided. Later, I received another email stating they were going to close my account. No money returned, nothing... and now I can’t even access my account. Really infuriated.

Dear mansonhw,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Www.happycasino.se.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been playing in the casino?
• Did you achieve any wins as a result of your deposits in the casino?
• Do I understand correctly the details about the transactions following a previously submitted bank statement?
• Could you please forward a more complete recent correspondence with the casino regarding the issue? My email is tomas@casino.guru

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

Best regards,

Tomas

Hello!

Have played with them before, received winnings with no problems at all.

Played with them maybe less than six months.

They wanted various proofs from other deposits (profits), which I gave them. But it wasn't enough. So they took it for granted that I launder money. Absolutely insane.

Really annoyed

Kind regards, Jesper

Please send me any communication you received from the casino where they justify their decision regarding the verification of your funds. I apologize for the inconvenience.

Send the information to my email at tomas@casino.guru

Sent something to your email... hope it was correct

Hope you received it in the email I sent from my email.

Thank you for your emails.

From the conversation you received from the casino representative, it seems the necessary proof of cashout from other casinos is required.

Have you provided screenshots or other proof you have made successful withdrawals from other casinos? I believe the screenshots need to be from the websites of the specific casinos, namely screenshots of transaction histories from the casinos you frequented come to mind, as well as screenshots of proof the casino accounts belong to you.

Please let me know if this suggestion makes sense to you, and if you will be able to submit such proof to the casino.

I'll await your response.

Have replied to you on Mail and sent pictures.

I am sorry if there was any misunderstanding, but, I would recommend you log in to the casino accounts where you won and cashed out recently and provide proof of a successful payout. Please let me know when you do so, and what the casino responds.

I have already given them pictures of my winnings with the correct tracking number id for the winnings they wanted. But according to them, not sure. Then they shut me down and my winters have never come from any third party that they wrote to me. But only from another game site. Inge more than that as well :S

Could you please specify which websites have you frequented and which websites you withdrew your winnings from?

Dear Jeppopeppo,

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.

It was from the casino winnerz.com

don't understand why those profits should have anything to do with my 3000 I deposited. I should get them back.

I would advise logging into your winnerz.com casino account and providing a screenshot of a successful withdrawal recorded in the withdrawal history as well as your profile information from winnerz.com, as this seems to be the proof the casino is expecting from you. Please let me know if you provided the proof and what the casino's response was.

I'll await your response.

I have done it. But only they could send a print screen. Which they did. But it didn't work. I had to do it.

even if they have done it, it seems to apply. Sick.

unfortunately I can't get anything out if I log in to winnerz.

regardless, I think they should pay back my 3000 approx. Which I put in.

Please send me your recent correspondence with the casino regarding the evidence of your winnings from Winnerz Casino. My email is tomas@casino.guru

Dear Jeppopeppo,

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.

They have received their withdrawals from winnerz. But it is not enough according to them. Absolutely absurd

So how do you proceed?

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

Hi Jeppopeppo,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Happy Casino to join the conversation and contribute to the resolution of this complaint.

That sounds very good. Tell me when, where and how it is done. They should not just take almost 3000 from me. Oh, I think I'm dealing with some third-party thing.

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.

Hi Jeppopeppo,

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 Swedish Gaming Authority (https://casino.guru/licensing-authorities/sweden-license) 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.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter