YOUSCASINO - Player’s balance confiscated.

I made a deposit, received the bonus, and started playing.

The wagering requirement for the bonus was 20x. I had a decent amount of wins and managed to meet the wagering requirement. I then transferred my balance to another provider and played their games. However, when I tried to withdraw the funds, my entire balance was confiscated, and my account was frozen for violating the terms and conditions.

Dear umehgyt79,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re experiencing with your account and withdrawal. To help us better understand and investigate the situation, could you please provide a bit more information?

• Were you given any specific reasons or terms and conditions violations when your balance was confiscated and your account frozen?
• Have you received any communication from the casino regarding this matter? If so, could you provide screenshots or details of these communications? My email address is 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

He wrote about how he intentionally uses bonus money to advance the game.

I will send you the contents of the email

Hi umehgyt79,

Thank you for sending the screenshots.

• To confirm, did the casino accuse you of delaying bonus rounds while using a bonus?

Looking forward to hearing from you.

Just like in the screenshot!

However, we do not use bonuses to delay the bonus round.

Thank you very much, umehgyt79, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, umehgyt79,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear YOUSCASINO team,

Could you please explain the player's situation in more detail? Why has the user's balance been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@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 umehgyt79,

I was in contact with the casino representative outside the thread, and I have a few important questions, while I am waiting for several details from the casino.

Although you claimed that you did not play "delayed rounds" - if it was not your intention to finish/collect the unfinished features/rounds accumulated during a play with an active bonus, can you please somehow rationally explain your return to the game(s) which you played with an active bonus and later accumulating several significant consecutive winnings with your real money deposit made after you lost the bonus, in these games?

I played the bonus on WinFirst and cleared the conditions on Oiran Dream and Milliontree.

"You cannot move your bonus balance or provider unless you clear the bonus multiplier."

These two types of games cannot be accumulated.

Alright, thank you for the additional information. So, now I will definitely need the requested details and evidence from the casino because their explanation now makes no sense. That is basically the reason I have not shared anything with you yet - because nothing was sufficiently substantiated with relevant evidence or clarification.

Although I have to "pull" everything from the casino and it is taking significantly longer than expected, at least I am still in contact with one of the casino representatives, who replies to my messages outside the thread from time to time.

So, let's wait for their next response and the requested details/supporting evidence. I will inform you once I have any news or updates.

However, please note I am extending the timer for the casino for the last time only because the casino representative got back to me outside the thread. If they do not respond sufficiently and/or provide the relevant supporting evidence and clarification, the complaint will be closed as unresolved, without further discussion. I informed the casino representative about the same a while ago.

Thank you for your patience and understanding.

Dear umehgyt79,

Unfortunately, since we have not received any further response from the casino regarding the issue (besides only an insufficient explanation from the casino's customer support) and they stopped responding completely, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao Antillephone N.V.) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, or general information about complaint processes HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru