Incognito Casino - Player’s winnings are delayed, and account is closed.

Won 3300€. Withdrew all of it. 3 days still not processed. They have since terminated my account.

Dear Benjay89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Incognitocasino.io.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Have you been informed about the reason why your account was blocked?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 
• Have you completed account verification in the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thank you very much, Benjay89, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.  

Dear Benjay89,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Incognito Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Incognito Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal and the closure of his account?

Thank you in advance for your response!

Best Regards,

Kubo

Hi Kubo.

I have since made a formal complaint to the casinos licence holder - Gaming Curacao.

They are investigating as we speak.

I have also contacted my bank and filed 12 separate chargebacks totalling the full amount of each deposit of £2,480.00 since I have not received the services I was promised by the casino.

They have also broken their T&C's due to the withdrawal not being processed up to 24 hours as promised.

I have also checked Trust Pilot and they have done this to may other people it seems.

They are an offshore casino, allowing UK players register and play. On my bank statement, each payment are from a merchant called *ewave which is referenced as 'computer network services', clearly money laundering and fraudulent activity.

I have attempted to reach out to the casino countless times, I have not received any response at all. I have contacted live support, they all give the same response, "Your account is with the compliance team, you will receive an email".

I'm pretty certain they are in breach of their licence and I'm so glad Gaming Curacao are investigating them.

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.

Dear Benjay89,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Gaming Curaçao Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gaming-curacao.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo