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I deposited about 160 euros, and my balance increased to 1,438 euros. When I requested a withdrawal, I was suddenly told, "Due to a violation of the terms of service, 1,278 euros will be confiscated." All my winnings were confiscated, and my account was closed without my permission. By the way, I have never made any opposite bets.

160ユーロほど入金して、1438ユーロまで残高が増えたので出金申請したら突如『利用規約違反のため1278ユーロは没収します。』と言われ勝利金を全て没収され、アカウントも勝手に閉鎖されました。ちなみに私はオポジットベットなど一切しておりません。

Hello,

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 - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I will answer below.

Can you tell us what games you focused on - slots, live casino, sports betting etc?

→ Only baccarat is available. We do not offer opposite bets or any other bets.

Did you pass verification before losing access to your account?

What does it mean to pass verification?

Have you accumulated winnings with or without an active bonus?

→ Yes, I have accumulated winnings without using the bonus itself.

thank you.

下記回答します。

スロット、ライブカジノ、スポーツベッティングなど、どのゲームに重点を置いたか教えていただけますか?

→バカラのみです。オポジットベットなど一切しておりません。

アカウントへのアクセスを失う前に検証に合格しましたか?

→検証に合格とはどういう意味ですか？

有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

→はい。ボーナス自体を使用しておらず賞金を蓄積しました。

よろしくお願いします。

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

The email has been forwarded.

メールを転送しました。

再度転送しました。こちらにもメールコピーしたものを貼り付けます。

We would like to inform you that your withdrawal has been cancelled and the amount of €1,278.85 has been removed from your balance due to the breach of the following Terms & Conditions:

5.9.5 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Lastly, please note that the amount of your deposit must remain in your account in order to proceed with a withdrawal request.

Do not hesitate to contact us in case you require any assistance.

Kind regards,

Customer Support Team

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Please give me my 1,278 euros back.

私の1278ユーロを、返して下さい。

Hello there,

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

I would now like to ask MaxCasino.io for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

Is it a scam site?

maxcasino

詐欺サイトかよ。

maxcasino

maxcasino is a scam site. It is not a casino site, it is a scam site.

maxcasinoは詐欺サイトです。カジノサイトではなく、詐欺サイトです。

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.

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,

Peter