The player from Germany is facing issues withdrawing €2700 in winnings after providing documents requested by the casino. The support team accused him of submitting a fake document. The casino now refuses to communicate further about the withdrawal.
Manga Casino - Player's winnings are being confiscated.
Amount: €2,700
Manga Casino
Safety Index:HighSafety Index
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8.7
Manga Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case opened
Current status
Waiting for casino to reply
1d 5h 13m 51s
Case summary
6 days ago
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1 month ago
Translation
Hello,
I deposited at the casino using crypto and took advantage of the welcome bonus. After I cleared the bonus, I wanted to withdraw my winnings. Then, the support team requested various documents. I uploaded the documents. The casino then sent me an email accusing me of uploading a fake document, which is absolutely not true. I uploaded my real documents. When I trimmed the documents because there were too many pages, something might have shifted, making it look odd, but the documents are 100% genuine. Now the casino refuses to engage further and will not release the winnings. We're talking about 2700 euros.
Automatic translation:
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1 month ago
Dear mohhanmef46,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Manga Casino.
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?
- Could you please share the communication in which the casino specifies the accusations against you?
- Could you please share the documents you provided to the casino for verification?
- 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
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3 weeks ago
Thank you very much, mohhanmef46, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.
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3 weeks ago
Hello, mohhanmef46!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.
Thank you!
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2 weeks ago
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.
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6 days ago
I am prolonging the timer as it seems like we are establishing the contact with the casino.
Manga Casino has 1d 5h 13m 51s to reply
Pavel is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
