Touch Casino - Player's winnings have been confiscated.

The casino has confiscated my winnings, claiming that I participated in, or attempted to participate in, a manipulative game strategy to exploit the bonus I received. However, they have not provided any further explanation or evidence to support this accusation.

I received the first deposit bonus and played exclusively on slot games, strictly adhering to the allowed bet limits. I am confident that I did not violate any terms, and I believe the casino has unfairly confiscated my winnings.

I would greatly appreciate your help in reviewing this matter and offering guidance on how to proceed.

Dear iremekincinox,

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 clarify your situation.

Is this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to veronika.l@casino.guru. Alternatively, you can post it here.

Could you please specify which slot games you played?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

I played slot Hot pepper.

Here is the text from the only email from casino regarding my winnings:

"We are writing to inform you that after an internal investigation, this time winnings have to be confiscated. As per our bonus term and condition below:

1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

Website: https://touchcasino.com/en/bonus-terms"

Best regards,

Irem

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

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

Dear iremekincinox, I am in touch with the casino representative and I'm discussing your case. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear iremekincinox, there is a new casino representative in charge of the complaints so I have to wait for him to get back to me. I will set the timer for the casino for 7 days and hopefully, we will get a response soon. Thank you for your patience during this time!

Hello. Still no update?

Dear iremekincinox, the casino representative has not responded to my inquiries, I’m afraid there is not much that can be achieved without cooperation from casino's 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 the Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter