The player from Ukraine had discovered $300 missing from his casino account. The casino support had justified the confiscation by referring to their terms and conditions. The player had denied receiving any detailed explanation and claimed that he had played live casino and sports betting without any bonuses. Upon review, the Complaints Team had found that the casino had flagged the player's sports betting activities as suspicious, aligning with the terms outlined in the casino's rules. As the Complaints Team lacked expertise in sports betting, they had been unable to assist the player further and advised him to submit his complaint on sports betting-related websites. The player had been informed that he could continue to participate in the casino section, but his activities in the sports section would be limited.
M88 Casino - Player's winnings were confiscated.
Amount: $300
M88 Casino
Safety Index:HighOther
REJECTED
Case summary
THIS IS A TRUE SCAM! AT FIRST, EVERYTHING WAS FINE! QUICK PAYOUTS AND VARIOUS BONUS OFFERS! BUT TODAY I LOGGED INTO MY ACCOUNT AND SAW THAT THERE WAS $300 MISSING! I CONTACTED THE LIVE CHAT, AND THEY INFORMED ME THAT THEY WERE TAKING MY $300 ACCORDING TO TERMS AND CONDITIONS CLAUSE 8.3! I HAVE DEPOSITED $600 IN THE LAST TWO DAYS ALONE!!! NOT ONLY DID THEY NOT REFUND MY DEPOSITS BUT THEY EVEN STOLE $300 FROM ME!
Dear xray200,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which games you focused on - slots, live casino, sports betting, etc.? Have you accumulated your winnings with or without an active bonus?
Did the casino specify the exact reason for confiscating your winnings? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can 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
I played live casino and sports betting. I did not take any bonuses. There is no correspondence. They never emailed me. The only answer I got from them was in the chat. They wrote in the chat that money was confiscated according to clause 8.3 of the rules. No one explained anything to me in more detail.
Thank you very much, xray200, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello xray200,
I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know M88 Casino was not very cooperative in solving player complaints with us in the past, but I will still contact the casino to see if we can help.
We would like to invite M88 Casino to join the conversation.
Dear M88 Casino,
Can you please provide more information on how should the player breach your rules? What was the player's balance deducted from the $300? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
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 xray200,
I reached out to the M88 Casino team, and they notified me about suspicious gameplay in the sportsbook associated with the bets you placed. This activity was flagged by their security team, aligning with the terms outlined in 8.3, as previously communicated by the casino team. While we did receive information about your involvement in casino games too, the issue at hand pertains solely to sports betting. Unfortunately, we are unable to assist you in this matter, as our services do not currently cover sports betting. We lack the necessary expertise to provide accurate advice on sports betting intricacies and cannot competently evaluate all aspects of the situation. Consequently, we regret to inform you that we must reject your complaint. We appreciate your understanding.
You can try to submit a sports betting-related complaint on these websites:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
The casino team has conveyed that you are welcome to access and participate in the casino section. However, it's important to note that your ability to engage in gameplay within the sports section will be limited. We regret that we couldn't offer more assistance in this particular situation.
Should you encounter any challenges with this casino or any other casino-related matters in the future, feel free to reach out to us without hesitation. We are here to help.
Best Regards,
Michal
Casino Guru
