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I deposited $150 at this casino. I won $4026, I went through a identification process of them constantly delaying my payout and always asking for the same identification documents repeatedly.

I finally got approved and was told I could not have all my winnings only $3000 as I had won more than they payout!!!!!

Finally after making a withdrawal they send an email saying all my winnings were void as I had made 2 bets over $10 ($12 and $12.50).

And that all my winnings were void and i had only my original $150 left.

This place is a scam and you should not be advertising and supporting them at all.

Dear Jonathan,

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. Have you accumulated your winnings with or without an active bonus? If you have redeemed a bonus when depositing funds in to your account, please forward me its name or a specific link. I would like to check promotional terms and conditions. Furthermore, if there’s any relevant communication between you and the casino, please forward it too. 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

Yes, they confiscate monies when you win too much (false programming/anchoring) and then void all winnings and the bonus after digging for some kind of loophole to hide behind like i bet too much ($12AUD). What casino voids $4026 of winnings of a punters if they place 2 (actually 2 out of 1000s of spins) bets of approx $8USD on slots?

This process took over a month of back and forth emails. Even then withdrawals are limited to $500 per day and they state they take 7 business days per payout (which was actually 13 business days for one non-approval). Whilst they buy time to find some way in which not to make a payout to the punter.

They are actively trying to not payout the minor few that win at this shady establishment. If this stands inline with what you think is a good online casino it speaks volumes about the site and it's reputability.

Dear Jonathan,

Thank you very much for your quick reply. Could you please advise if you have redeemed any promotional offer when depositing funds in to your account and forward me any relevant communication? Thank you.

Yes it was a 250% welcome bonus with 30x turnover of the total. Which was completed.

Dear Jonathan,

I have checked promotion terms and conditions, and this is what I found:

"During an active bonus, the maximum bet per hand, spin, card, etc., is $10 (£10, €10, or ZAR 100). This maximum bet rule will remain active until the wagering requirements have been completed. Betting above this limit will void the bonus and any winnings thereof."

Are you aware of placing single bet higher than the maximum allowed?

They told me I made 2 bets of 12 dollars AU (approx $7-8 USD) which I didn't.

This is in the turning over of over $15,750.

They said I had won too much and voided 1026 dollars of winning, then I went through verification for over a month and then 2 weeks later waiting for a withdrawal they voided all winnings saying i made the two bets above.

And left me with my original $150 stake. From $4026!

Which is absolutely greasy practice from an online casino.

If your account is still accessible, could you forward me your game history please?

How do I do that?

I can see my history but it's many pages and there is no option to download a copy.

If there’s no option to download it, customer support should be able to forward it to you.

I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jonathan.

I absolutely appreciate that you shared your experiences with the Casino Guru team. Have you contacted the casino support about the game history?

Please, send it to my email adress jozef.k@casino.guru . Thank you.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.