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I won £1,302 after depositing £700 without claiming any bonuses. The maximum I could withdraw in one transaction was £500, which I submitted. After many excuses and lots of emails chasing this up, I eventually got paid.

I then submitted my next withdrawal for £500, which sat as pending for days, more emails chasing this up. Then I couldn’t access my account.

I emailed again and they said my account had been closed and the £802 they owed me had been withheld due to breaching 9.11 of their terms and conditions.

The only thing I did was deposit, play the games and won. This to me is theft so I would appreciate any help or advice on getting my money back

Regards

Dear denideni,

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. Do I understand correctly that you did not breach the term that was specified in the message from the casino?

Could you please clarify which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I played on one slot game. I do have the email trail between me and the site which hopefully is attached. Kind regards

Denise

I don’t understand the way I breached their terms and conditions and they haven’t responded to my request to clarify that.

I deposited £700 in seven transactions of £100 each time and my maximum single bet on the slot was £10.

So in my opinion I haven’t breached any normal rules of betting.

They took my £700, plus fees and only paid back £500 when I had £1,302 in real cash in my account.

Regards

Thank you very much, denideni, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Hello denideni,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Anonym Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Anonym Bet Casino,

Can you please clarify how the player has breached the terms and conditions?

Kind regards,

Adam

Thanks Adam,

Hope you have more luck than I have at getting them to respond.

But thanks for trying.

regards

Denise

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.

They will not respond, they are just scammers.

I just want them to be banned from allowing UK players to access their site to steal their money.

Dear denideni,

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 am sorry we could not be of more help on this occasion.

Best regards,

Adam