Shinobibet Casino - Player's winnings have been confiscated.

I discovered this casino on October 1st and registered for the first time. There was a notification about a first deposit bonus, so I carefully read the terms and conditions before making a deposit and using the bonus.

Luckily, while using the second deposit bonus, I won and subsequently fulfilled the wagering requirements, then requested a withdrawal for the remaining balance. I then received an email from the casino regarding KYC, so I submitted all the requested documents, and after a while, I received an email confirming the completion of KYC.

However, two hours later, I received another email stating that a violation of the terms and conditions was found, resulting in the confiscation of my winnings and the termination of my account.

I don't understand how this situation occurred after the account verification was completed so suddenly.

Could you please investigate this issue?

Hello asummer,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Shinobi Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When did they close your account?
• Did the casino tell you which term did you breach?
• When was the last time the casino responded to you?

Looking forward to your answer.

Regards,

Nick

・I received an email from the casino confirming my account verification at 22:24 on October 3rd.

・I received an email from the casino closure of my account at 0:20 on 10/4.

・I received a message from the casino saying that it was a violation of their terms and conditions. I will attach a screenshot of the part of the message.

・The last response from the casino was at 23:00 on October 4th.

Dear Asummer,

Could you please clarify what types of games you were playing? Additionally, were you sharing your household with any other players or logging into the casino using someone else’s device?

If possible, kindly forward any further communication between you and the casino to nikolas.b@casino.guru for our review.

Looking forward to your response.

Best regards,

Nick

The only two games I played were limbo and a slot game called ninja vs samurai.

I was playing alone on my own device, with very little in common with other people.

For now, I will send you the exchange we have had so far. Please check it.

Thank you Asummer for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Asummer,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Shinobibet Casino to join the conversation.

Dear Shinobibet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@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 Asummer,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to at this stage. I noticed that the casino operator Bridge Technologies B.V. has an application for a gaming license that is in progress with the Curaçao Gaming Control Board (GCB). However, even if they receive a valid license, it may not be of much use because the GCB does not handle individual disputes between players and gaming operators. You can still try to file a complaint with them via this contact form, but it is uncertain if they will respond to it.

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru