The player from Germany has been accused of breaching T&Cs. The casino confiscated all winnings and refunded his deposit.
Casino confiscated my winnings and only paid out my deposit. Email from the casino is attached. I would like to know why casino did this.
Dear Marcoed,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus, please?
Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it 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,
Kristina
Yes, that was the only explanation from the casino. I have forwarded the email to you.
I played with the active bonus.
Before we move forward, could you please confirm that you have not used any robots, software, or other techniques to alter the gameplay?
Thank you very much Marcoed for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.
Hello Marcoed.
I am sorry to hear about your troubles.
It looks like some automatic check flagged you, but hard to say.
I would like to invite the casino representative into the case:
Could you please explain to us what happened?
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’.
Dear Marcoed.
Unfortunately, the casino is non-responsive. I recommend contacting the licensing authority.:
https://www.mga.org.mt/support/online-gaming-support/
Or you can contact Antillephone Curacao license.
Let me know if you need help, I will gladly help you.