Onestep Casino - Player’s winnings have been confiscated.

I opened an account at Onestep in early October. I read terms and conditions carefully, so I'm certain I played in accordance with them. I won some bets and after a while, I attempted a withdrawal. Onestep responded by removing my funds, stating a long list of terms. I didn't find that relevant since none of them applied to me, so I started to suspect they had no real reason. Therefore, I have asked them a dozen times to be specific about even one, tiny example to justify that claim. Without any luck.

It would be so simple to answer a simple question about what the accusation is. I'm still dumbfounded about what it could be, so that would give a chance to clear any misunderstandings. Still, it seems they're not interested in clearing up any confusion.

Dear oscario,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

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

Of course I can provide. I registered on 07/10/23 and finished a thorough verification.

I have been playing on different things and played through a welcome bonus of 100 euros. That was finished long ago and I kept playing afterwards.

• Do I understand correctly that you completed the mandatory wagering of your free welcome bonus and instead of withdrawing your winnings you continued to play?
• How much was your balance right after you completed the wagering, please?

Thank you.

It was a deposit bonus, so I deposited 100 eur and got welcome bonus for same. I continued to play after completing wagering but cannot remember what the balance were immediately afterwards.

Thank you very much, oscario, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi oscario,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Onestep Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's winnings have been confiscated?

Thank you.

Best regards,

Tomas

Casino.Guru

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 oscario,

To inform you, I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be done. I will keep you posted.

Thank you for your patience.

Dear oscario,

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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt or https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

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

Best regards,

Tomas

Casino.Guru