Non-Gamstop Casino - Player’s account closed and winnings confiscated.

I deposited £200 and won £90, I sent in all verification documents and was verified member, I went to withdraw £290 and it flashed up i can't withdraw until I spent the bonus, I never signed for any bonus or accepted any when I challenged this they closed my account and now I've lost my initial deposit and the £90 winnings it's a disgrace, very unfair and made me physically sick

Dear andrewbarnes379,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
• Have you received any explanation from the casino regarding the blocked account?  Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I bet of horses and football and played mega catch no bonus was offered and never accepted this is fraud they won't refund me my deposits I'm suffering with mental health and this is making me physically sick

I was fully verified

I told them this is fraud and this was there response

Is this being looked into please?

Thank you for your reply, andrewbarnes379. Were your winnings primarily obtained by sports betting?

Yes I deposited £200 and won £90 plus an open bet which was a winner too which made £11, the closing balance was around £300

Football and horses

Thank you for your reply, andrewbarnes379. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

I played fishing catch and won £100 too slots

50/50 split casino/ sport

Either way I had closing balance of £300

It's a disgrace that these people can do this terrible there thiefs

I gamble well over my deposit on catch a fish for well over £200

No news then ??

Thank you very much, andrewbarnes379, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 andrewbarnes379,

I'm Michal and I have taken over your complaint. I have reviewed your case and I understand your dissatisfaction with the whole situation, but I'm afraid we won't be able to help much as it looks like most of your disputed winnings originated from sports betting and horse betting. Unfortunately, we don't have a branch dealing with sports betting and horse betting. Our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only. I will still try to contact the casino to shed more light on this.

We would like to invite Non-Gamstop Casino to join the conversation.

Dear Non-Gamstop Casino,

Could you please furnish details on why were the player's winnings confiscated and the account closed? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

I gambled over £200 and won ££290 and £10 on horses

£300 in my closed account I spent over £200 on fishing game catch a fish and only £100 on sport

I never accepted any bonus and I used monies from sport bets to play casino game and hit a big win

When I went to withdraw its said no you've not used your bonus? What bonus I never used any, I told them it's fraud to withhold payments they they responded saying we don't take threats I simply informed them this is illegal and I contact law centre and legal aid

I have worked out I spent over £250 on casino games and £50 football

Thank you for clarifying, andrewbarnes379. Please remain patient while we await a response from the casino team. Hopefully, they will provide further insights into the situation.

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.

Dear andrewbarnes379,

I have tried to contact the casino repeatedly, but I have not received a response back at all. I’m afraid there is not much that can be achieved without cooperation from the casino 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 change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action. I would advise selecting casinos in the future based on their reviews and ratings to steer clear of such situations.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru