Mr. O Casino - Player’s winnings confiscated and account is closed.

I took a deposit bonus from them that I received via email.

I won big on a spin and after turnover I had around 8000 dollars and made a withdrawal.

I had already played and won at their casino so I was verified already.

First my withdrawal was interrupted and I checked with support why and they said that an extra check would be carried out, then they contacted me via email.

after a week they hadn't heard from me so I made another withdrawal which was again interrupted, I checked again via support and then they say I need to make more turnover, so I converted it they said I needed to make more.

New withdrawal after that was 8406 dollars.

This withdrawal was not interrupted so I waited a week but no answer or money sent by them.

after over a month when I contacted support again they said they needed new documents, pictures in front of my house and update of other previously approved documents.

I sent in these new documents and pictures and they said we will be in touch via email.

Once again I never got a response via email so I contact support again to ask if all the pictures and documents were ok.

Again they say they will get in touch via email, now 2-3 months have passed of these excuses.

Sen answered them that they have seized the money because other players in Norway showed similarities and closed all accounts.

I replied to the email that this is not okay but then I got no answers from them, I logged into my account and all the money was gone and even now when I tried to log in I couldn't even log in.

Dear jimtran1983,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve been experiencing with your withdrawals and account at the casino.

To help us better understand and address your situation, could you please provide us with the following additional details?

• Can you specify the exact dates of your initial withdrawal request and subsequent withdrawal attempts?
• Could you provide any screenshots or documentation of the communication you had with the casino’s support team and any emails you received regarding the extra checks and document requests?
• What specific documents did the casino ask for during the extra checks, and did they mention why these documents were needed after you had already been verified?
• Have you received any official communication from the casino confirming the closure of your account and the reason for it?

If you have any relevant email communications or documents that could help clarify your situation, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I don't know the dates because I couldn't log in to the casino now.

I can't communicate with casino support either because I can't log in, but I have an email they sent me that I can forward to your email.

They asked me for photos in front of my house and even so they wanted selfie with passport and new passport photo.

They didn't say why they needed these new pictures but I didn't ask either because I was happy they were finally going to do something about my withdrawal.

They sent me an email before they confiscated my money, and that was the only email they sent me in 2-3 months, even though they said several times they would contact me via email with more information.

I forward the email they sent about the reasons for seized money to your email Petronela.

Thank you very much, jimtran1983, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.  

Hello, jimtran1983,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Mr. O Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated? What steps should the player take to unblock the account and/or access the disputed funds?

Since we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Dear jimtran1983,

Just letting you know that I am already in contact with the casino outside the thread and waiting for additional details/supporting evidence.

Therefore, I am resetting the timer for the casino and will inform you once I have any relevant news or updates.

Thank you for your patience and understanding.

Ok thank you tell me if need anything

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.

Ok casino not talking to you?

Greetings,

Since I was in contact with the casino and they regularly replied, and I was promised to receive all the necessary details/evidence, I am extending the timer once again for the casino.

However, this is the last call for the casino to provide the requested. If nothing relevant is provided until the current timer expires, the complaint will be closed as 'unresolved', and the casino's rating/"safety index" will be decreased accordingly. The casino will be informed about the same also outside the thread in a while.

Thank you for your patience and understanding.

They just dont want to pay, just looking for new reasons.

Tell me one time I have to wager more even though wager was done, next time ask me to upload picture outside my house, next time something else.

Just hope I gamble my winnings away

Dear jimtran1983,

I am sorry for the delay. I got in contact with the casino representative again, and I am waiting for additional details/evidence, which I requested a while ago.

I or the casino will inform you of any news or updates.

The timer will be switched again for the casino.

Ok

Very long time they need to find something

Dear jimtran1983,

Unfortunately, even after several timer extensions and communication with the casino, they stopped responding and we have not been provided with relevant or sufficient details/evidence supporting the casino's claims and decision. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. I sincerely hope you will understand our (possibly only temporary) decision regarding the matter. There was more than enough time for the casino to provide us with the requested, and the timer was extended several times on top of our standard processing time frames for complaints.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I believe they will use this option soon. If that happens, you will be notified via email.

Best regards,

Branislav, Casino.Guru