Manga Casino - Player’s winnings have been confiscated.

Ich habe bei Mangacasino um die 100 euro eingezahlt und 100 euro Casino Bonus. Ich habe dann gewettet und nicht gegen Bedingungen verstoßen. Ich wollte dann mein Guthaben im Wert von 498.17 Euro auszahlen, allerdings musste ich erstmal Nachweise senden. Nachdem ich alle Nachweise zur Verfügung stellte, wurde mein ganzes Guthaben bis auf meine Einzahlung weggestrichen. Ich schicke euch ein Screenshot der Email die ich bekommen habe.

Dear keziahowusu,

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? 

• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Was this your first deposit in the casino?
• Have you contacted casino support and asked for an explanation? With what result?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hallo, danke für die Antwort

-Ich wurde nach meiner Auszalhunganfrage per Email über die Konfiszierung und Kontoschließung informiert

-Slots

-Ja es war meine erste Einzahlung

-Der support sagt dass die Entscheidung endgültig und irriversibel ist

Thank you very much, keziahowusu, 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, keziahowusu! 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!

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 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