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I made a huge win of around €10,000 in the casino. The last two months have been very stressful in order to withdraw the money. I had to send the casino numerous documents, especially about the origin of the money that I deposited (around €2500). I did everything they asked for, even screenshots from other casinos I had played in before. Today they sent me the following email, in which they announced that my winnings have been canceled and I will only get the deposit back. That is so unfair, I won the money fairly! If I had lost, I would not have gotten it back either, I trusted the casino and it abused it! I did not use the deposit bonus and made the winnings with real money. They wrote me reasons why but to be honest I still don't understand what I did wrong. I hope you can help me

Ich habe in dem Casino einen riesen Gewinn von ca. 10,000€ gemacht. Um das Geld auszubezahlen wurden die letzten zwei Monate sehr anstrengend. Ich habe dem Casino zahlreiche Dokumente, vor allem zum Ursprung des Geldes, welches ich eingezahlt habe (ca. 2500€) schicken müssen. Ich habe alles getan was sie gefordert haben sogar Screenshots aus andere Casinos in denen ich zuvor gespielt habe. Heute haben sie mir folgende Mail geschickt, in der sie ankündigen, das meine Gewinne gestrichen sind und ich nur die Einzahlung zurückbekomme. Das ist so unfair ich habe das Geld fair gewonnen! Hätte ich verloren hätte ich es auch nicht zurückbekommen ich habe dem Casino vertraut und es hat es missbraucht! Ich habe den Einzahlungsbonus nicht genutzt und die Gewinne mit Echtgeld erzielt. Sie haben mir Gründe geschrieben warum aber um Ehrlich zu sein verstehe ich immer noch nicht was ich falsch gemacht haben soll. Ich hoffe ihr könnt mir helfen

Dear lolzgamer12099,

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.

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Do you currently have access to your casino account?
• Did the casino specify which term you breached? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Dear Kristina,

I played slot machines from Bgaming and no longer have access to my account. I am attaching the casino's reasoning at.

Liebe Kristina,

ich habe Spielautomaten von Bgaming gespielt und habe keinen Zugriff mehr auf meinen Account. Ich füge die Begründung des Casinos bei.

Thank you very much, lolzgamer12099, for your cooperation. 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, lolzgamer12099,

I am sorry to hear about your unpleasant experience 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 Freedom Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated? Has the casino already refunded the deposited funds?

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).

Thank you.

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 lolzgamer12099,

Since we have not received any relevant details/supporting evidence from the casino regarding the issue and the casino's claims and the decision to confiscate your winnings, 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 - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions, 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 by contacting me via email or reacting to my last messages on Skype. However, to proceed, we will definitely need more details and the supporting evidence requeted.

Best regards,

Branislav, Casino.Guru