WOAH99 Casino - Player's winnings have been confiscated.

I deposited won 350

Played with no bonus

Did not buy or save games

Won 350 tried to withdrawal and they won't pay and took all my money

They say I saved free games which is definitely not true and I've asked when this apparently happened they won't tell me they won't recheck and the person on chat won't say anything about it and won't put someone else on even though I keep asking.

They just ripped me and I deposited 6 times today.

Dear shaneturner720,

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.

• Am I correct in understanding that you were accused of intentionally delaying bonus rounds?
• Are you aware of any actions from your side that might have led to such accusations?
• Have you purchased any bonus rounds while playing?

If there’s any relevant communication, please forward it along with your game history petronela.k@casino.guru.

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Ok I'll email you

No actions would have made my account buy free games

Definitely did not buy or save games

I wasn't playing using a bonus either, that's the part that I asked about and they just won't answer

Hi shaneturner720,

If there’s any relevant communication, please forward it along with your game history petronela.k@casino.guru.

Thank you.

Dear shaneturner720,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, shaneturner720, for providing all the necessary information via email. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello shaneturner720,

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 WOAH99 Casino to join the conversation.

Dear WOAH99 Casino,

Can you please forward any evidence to me at michal.k@casino.guru to support your claim the player has supposedly bought or saved free games and thus is not eligible for the winnings?

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.

So what ha0pens if they don't reply ?

I've wrote to them and said there accusing me of false stuff and they practically said once the system automatically picks up anything they can't change it even if they see proof there's a mistake and I should of been paid.

I've deposited heaps into this casino how can I at least get my money back

Dear shaneturner720,

Just to give you a quick update, I have reached out to the casino team, but I have received no response from them. I've contacted them via live chat as well, but the live chat operator was not very helpful and was not able to provide any useful answers. 

Unfortunately, your decision to participate in a recently established casino, untested over time, with a safety index below average, and lacks an official license means there is no gaming authority available to address issues like the one you've encountered.

While we hold a reputable "authority" status in the gaming industry and collaborate with numerous casinos to resolve player issues, regrettably, not all casinos are willing or able to cooperate with us in resolving complaints. I will make an effort to obtain a response from the casino team, but the likelihood of successfully resolving your issue is quite low without the casino's cooperation.

Dear shaneturner720,

I have repeatedly tried to contact the casino but have not received any meaningful response from their team. Without their cooperation, there isn't much that can be achieved. 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 your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

To avoid similar situations in the future, I recommend choosing casinos based on their reviews and ratings. I am sorry we couldn't be of more help this time.

Best regards,

Michal

Casino Guru