NANOGAMES.IO Casino - Player’s account has been closed and winnings are withheld.

I am filing this complaint regarding the unjustified banning of my NanoGames account and the withholding of my legitimate winnings. While the platform has offered and returned my deposits (17137.3177 TRX and 200 USDT TRC20), they are refusing to honor my rightful winnings approx $24000 based on three allegations, all of which I can disprove with evidence.

Specific Issues:

1. Affiliate Fraud Allegation:

- NanoGames claims I engaged in affiliate fraud

- I have provided evidence showing the suspicious affiliates are connected to user "Goombas" from Canada

- I can demonstrate through IP verification that these accounts are not connected to me

- Common sense dictates that if I were running affiliate fraud, I wouldn't use my own name

- All suspicious withdrawals can be traced to Goombas' addresses, not mine

2. Account Impersonation:

- NanoGames claims I operated multiple accounts ("Ralph Gerken" and "Gerken")

- I have an existing support ticket documenting that I reported being impersonated by another user using the name "gerken"

- This report was made 3 weeks or longer before the current allegations

- It defies logic that I would report my own alternate account for impersonation

3. Account Trading Accusation:

- The platform misinterpreted a chat conversation about a different gaming site

- The user in question was Level 22, not Level 49 as discussed

- The conversation was clearly about another platform

- The user explicitly stated they couldn't use Telegram, preventing any off-platform transaction

- I have chat logs showing I declined offers from users "WinOrLose" and "GBRS" when they inquired if I was interested in nanogames.io account to which I declined and told them I dont need or require them now or ever because there is no use of them at all

Prior Communication:

- Multiple attempts to resolve through direct communication with NanoGames support

- Corresponded with Rai 

- Provided all requested documentation and evidence

- No prior warnings were ever issued to my account despite claims to the contrary

- I have been a daily active player with a positive community standing

Current Status:

- Account remains banned

- Winnings continue to be withheld

- Only offered return of recent deposits

- Management refuses to review provided evidence

- No specific timestamps or evidence of alleged warnings provided

Requested Resolution:

1. Full review of all evidence I've provided

2. Detailed explanation of any alleged prior warnings with timestamps

3. Investigation of my prior impersonation report

4. Release of legitimate winnings beyond mere deposit returns

5. Reinstatement of my account

6. If needed, I am willing to provide additional documentation or verification

I have been a loyal, daily player on the platform and have maintained a clean playing record. The timing of this ban coinciding with a significant withdrawal request raises serious concerns about the platform's integrity. I request a thorough, transparent review of my case based on evidence rather than assumptions.

I remain fully prepared to cooperate with any investigation and can provide additional evidence as needed. The community knows me as a role model player, and I have consistently strived to maintain that reputation.

Dear RalphGerken,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to better understand your situation.

• Do you have a regular account with this casino, an affiliate account, or both?
• Could you please forward the email communication between you and the casino regarding the allegations of multiple accounts? Additionally, include any other evidence that might be relevant to investigating your case. You can send these to me at veronika.l@casino.guru.
• What types of games did you play? Did you play using bonuses, or did you use your own deposited funds?

I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your cooperation and reply.

Best regards

Veronika

I only have a regular account. I was banned last year few weeks just after I joined because I had my cousin sign up under me and I used to deposit and withdraw for him too unknowingly and had to pass kyc for both accounts and had to just keep mine to keep playing and one of the moderators vouched for me then so I was allowed after nearly 1 month suspension. Other than that I never had or made account of lnked my self with any affiliate that could raise concerns.

Sure, I am emailing you the communication thread and some screenshots on that email

They have no such promotion where I could play with bonuses, I always played with my own deposited funds and was one of the regular depositing player. Thanks

Nanogames responded to a review written by an unknown follower of mine or a community member to which they responded .

Dear Ralph,

Thank you for reaching out and providing a detailed account of your concerns regarding your account ban and withheld winnings. We understand your frustration and appreciate your effort to address this matter.

We take all allegations and appeals seriously and have thoroughly investigated your case to ensure that our actions align with our Terms of Service and the integrity of the platform. After reviewing your claims and supporting evidence, we would like to address your points:

1. Affiliate Fraud Allegation

While we acknowledge your assertion that the suspicious affiliates are connected to another user, our investigation revealed a direct connection between your account and the flagged affiliate activity. This includes IP and behavioral patterns that indicate coordinated actions. Additionally, despite your claims to the contrary, evidence from our systems supports the allegation of affiliate fraud, which constitutes a breach of our Terms of Service.

2. Account Impersonation

We have carefully reviewed the evidence, including your support ticket regarding an alleged impersonation. However, our findings indicate that the accounts in question, including "RalphGerken" and "Gerken," were operated by the same individual based on IP logs, device information, and behavioral patterns. While we appreciate your claim of impersonation, the data does not support this explanation.

3. Account Trading Accusation

Our records include screenshots and logs provided by community members and internal monitoring that show you explicitly asking about purchasing accounts and providing your private Telegram contact. These interactions are in direct violation of our Terms of Service. Your explanation of this being a misunderstanding or relating to another platform does not align with the evidence we have gathered.

Final Case Decision:

Based on the comprehensive evidence and investigation:

The decision to ban your account and withhold winnings stands.

The evidence provided by both internal systems and community members conclusively supports the allegations against your account.

This case is now closed, and no further investigation will be conducted.

Final Notes:

We understand your disappointment and value your previous contributions to the platform. However, we have an obligation to maintain the fairness and integrity of NanoGames for all users. Our decisions are not taken lightly, and actions like these are made only after thorough review and consideration.

We appreciate your understanding and wish you the best in your future endeavors.

Best regards,

NanoGames

Dear NanoGames,

I must express my confusion regarding the decision to link my account with the profile in question. How can you claim that there’s a direct connection when I clearly reported that profile as someone impersonating me? Does that even make sense to you?

This is Ralph, and as I’ve mentioned, the other reviews you refer to were posted by members of the community on their own accord—nothing to do with me. Additionally, I would appreciate seeing the actual logs and screenshots you claim show any instance of NanoGames accounts being bought or sold. To date, I have not seen any evidence that supports these accusations.

Furthermore, I have the support ticket and a screenshot of the profile in question, which I had previously submitted to your team as part of my report. How could you possibly link this profile to me? Only a completely unreasonable person would do that.

I strongly believe there has been a misunderstanding, and I request a more detailed explanation with concrete evidence, as the current information provided doesn’t align with the facts.

Also I would like to know the instances where I have been warned and broke tos many times as mentioned by the owner MrBit itself. You must have something to back it up with. I will be grateful if you can provide anything other than the 1st time I was banned over an year ago when I was just new to the site and that issue was also cleared

Thank you very much, RalphGerken, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you RalphGerken for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NANOGAMES.IO Casino for their help in resolving this complaint. We would like to ask for any evidence of the accusations, you can forward any information to my email. (peter.c@casino.guru)

Thank you!

Does that require my response or is it directed towards the casino?

It is directed towards the casino, thank you for your understanding!