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Casino confiscated my winning and left only deposit amount.

I started playing in the casino on 05.03.2025. It was my first deposit and I got winning with it. After providing all necessary documents my account was verified. I was asked to send proof of payment method, which I provided also but after that my withdrawal was canceled and winning voided. Casino considered my actions as violation of term and management after internal investigation decided to close account. I requested withdrawal of my deposit amount and waiting for payment.

Dear v2931864,

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.

Did you accumulate your winnings with or without an active bonus?

Did you only use payment methods registered in your name?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Dear v2931864,

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.

Dear Dominika,

I used my first Welcome Bonus and deposited also my money. I completed wagering and got winning.

Sure, I used payment methods registered on my name.

I shared emails from casino to you.

Thank you

Dear v2931864 and Dominika,

I hope you are all doing well. I would like to take this opportunity to respond to the above story. In principle, the account given by v2931864 is correct. And, if I am not mistaken, the refund has already been processed. Could you confirm this for me anyway, v2931864? I would appreciate it.

Regarding the complaint itself, we are of course willing to provide more insight into the actions of the Casino. Therefore, I would like to ask Casino Guru if they could assign an agent to our case, whom I can privately provide with more information. Have a good day! Best, Emmy

Dear Dbosses Casino, you can contact me at my email address: dominika.l@casino.guru.

Dear all, thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, v2931864,

I am sorry to hear about your trouble. From now on, I will assist you with the case. Let's ask the casino for more details.

Dear Dbosses Casino Team,

Could you please check our external communication and provide the requested details?

Thank you.

Dear Branislav,

I replied that same day but let me forward it to you, for your convenience. 🙂

Best Emmy

Greetings all,

Dear Emmy and Dbosses Casino,

Thank you for your email and the additional information.

Can you please check my last email regarding the matter and provide me with the requested details?

Thank you.

Good morning to you both!

I replied to your email Branislav.

Have a great day! Best, Emmy

Dear Emmy and Dbosses Casino,

Thank you for your emails and all the additional information.

I replied a while ago, waiting for your response and the requested details.

Thank you. Looking forward to hearing from you.

Hi Branislav,

I replied to your email yesterday.

Please let me know if there's anything else you would need from me.

Have a great day!

Thank you, Emmy and Dbosses, for your email and additional details. I am sorry for the delay, as usual.

Waiting for further information/details/supporting evidence. Please check my last email.

Thank you. Looking forward to hearing from you.

Hi Branislav,

I forgot to respond here as well, apologies. Just for the record and for v2931864 to see: I responded to your email on Friday.

Best, Emmy

Greetings all,

I am sorry for the delay. I sincerely believe the complainant understands my delays due to a significant number of open cases, when I am trying to help him to resolve the matter, although outside the thread, we are basically stuck in a circle, without any development.

Dear Emmy and Dbosses,

I am waiting for further details and/or supporting evidence via email.

Please note that we are not moving anywhere, and we cannot keep the complaint open forever. As I indicated several times during our external communication, our position is clear. Therefore, if the casino cannot provide us with the requested evidence confirming its claims, a justified reason to confiscate the user's winnings, and the decision, nor follow our recommendation, I am afraid I will be unable to close the case in favour of the casino.

Thank you for understanding. Looking forward to hearing from you.

Good day to you both,

Thank you for your patience in this matter. While we understand and respect CasinoGuru’s position, we must point out that we have acted in line with the guidelines as stated on our website. We stand by the decision made by a team of experts. However, we are aware that we are unfortunately unable to provide evidence, due to circumstances beyond our control. That is why we have chosen to resolve the matter fairly by taking a neutral stance and returning the original deposit, making it available for withdrawal by the player. We fully accept that a penalty or point deduction may follow.

Thank you for your response and the email, Dbosses Team.

I replied to your email a while ago (I am sorry for the extensive content) and tried to explain the situation and circumstances in more detail. Waiting for your email and answers.

Thank you. Looking forward to hearing from you.

Good morning Branislav,

I emailed you a few days ago but forgot to mention that here. Apologies.

Have a nice day! Best, Emmy

Thank you for your email, the additional information, Emmy and Dbosses, and your interest in addressing the matter.

Dear v2931864,

I was informed that the casino representative should have contacted you outside the thread (probably via email) regarding resolving the issue by finding a reasonable middle ground.

Can you please inform us about any updates?

Thank you.

Hello Branislav,

Yes, we're in conversation. I'll update the ticket later with additional details.

Great, thank you for the confirmation, v2931864.

Feel free to provide us with any news or updates regarding the matter. More details would be appreciated.

Thank you. Looking forward to hearing from you.

Hello Branislav,

The casino representative contacted me and offered a solution for my case.

After a short discussion, we agreed on a way to resolve this matter fairly for both sides. I no longer have a complaint about Dbosses casino.

Thank you for your long-term help.

What great news, v2931864!

We’re thrilled to hear that your issue has been resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Thank you, too, Dbosses Casino Team, for your help and cooperation!

Best regards,

Branislav B, Casino.Guru