Manga Casino - Player's winnings are being confiscated.

Hallo,

Ich habe bei dem Casino mit Crypto eingezahlt und den Casino Willkommensbonus in Anspruch genommen. Nachdem ich den Bonus freigespielt habe wollte ich auszahlen. Dann hat der Support verschiedene Dokumente angefragt. Ich habe die Dokumente hochgeladen. Das Casino schickte mir dann eine Email, in der sie mir vorwerfen, ein fake Dokument hochgeladen zu haben, was absolut nicht stimmt. Ich habe meine echten Dokumente hochgeladen. Es kann sein, dass bei den Dokumente als ich sie geschnitten habe weil es viel zu viele Seiten waren, irgendwas sich verschoben hat und es dann komisch aussieht, aber die Dokumente sind zu 100% echt. Nun will das Casino nichts mehr wissen und die Gewinne nicht auszahlen. Es geht um 2700 Euro.

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

Hallo Tomas, ich habe dir per Email geantwortet.

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.  

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!

Alles klar, danke

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.

I am prolonging the timer as it seems like we are establishing the contact with the casino.

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 Anjouan Gaming Authority (https://anjouangaming.com/submit-dispute/) 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 (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski