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Casino confiscated my winnings and only paid out my deposit. Email from the casino is attached. I would like to know why casino did this.

Casino hat meinen Gewinn konfisziert und nur meine Einzahlung ausgezahlt. Email vom Casino finden Sie im Anhang. Ich möchte gerne wissen warum Casino das gemacht hat.

Dear Marcoed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus, please?

Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, 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

Yes, that was the only explanation from the casino. I have forwarded the email to you.

I played with the active bonus.

Ja, das war die einzige Erklärung vom Casino. Habe die Email an Sie weitergeleitet.

Ich habe mit dem aktiven Bonus gespielt.

Before we move forward, could you please confirm that you have not used any robots, software, or other techniques to alter the gameplay?

No I have not.

Nein, hab ich nicht.

Thank you very much Marcoed for your reply. I will now transfer your complaint to my colleague Matej (matej@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 soon.

Hello Marcoed.

I am sorry to hear about your troubles.

It looks like some automatic check flagged you, but hard to say.

I would like to invite the casino representative into the case:

Could you please explain to us what happened?

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’.

Dear Marcoed.

Unfortunately, the casino is non-responsive. I recommend contacting the licensing authority.:

https://www.mga.org.mt/support/online-gaming-support/

Or you can contact Antillephone Curacao license.

Let me know if you need help, I will gladly help you.

Casino contacted me via email and after I re-submitted my documents my account was verified and the balance was transferred to my bank account. So the case can now be closed. Thank you all.

Casino hat mich per E-Mail kontaktiert und nachdem ich meine Dokumente erneut eingereicht hatte, wurde mein Konto verifiziert und der Restbetrag auf mein Bankkonto überwiesen. Der Fall kann also jetzt geschlossen werden. Danke euch allen.

Dear Marcoed,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.