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Good afternoon A month ago I successfully registered at this casino! I made deposits, played slots and bet on sports. Everything was fine until I created a withdrawal request. After which my entire balance was confiscated and they said that my country was added to the list of prohibited countries! But when I registered there were no problems and the country was not prohibited!!! They are scammers and deceivers!!!

Dear xray200,

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 if you received any winnings from this casino previously?
• Have you been advised about any changes in the Terms and Conditions?

If there’s any relevant communication, please forward it along with any supporting evidence to 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

I have never won before. I also did not receive any notifications about changes in the rules. But even in their rules it is written that they do not notify their customers if they make any changes to their rules.

Виграші раніше ніколи не отримував. Повідомлень ніяких про зміни в правилах не отримував також. Але в них навіть в правилах написано що вони не повідомляють своїх клієнтів якщо вносять якісь зміни в свої правила.

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 in the near future.  

Hello xray200,

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

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

Dear MiCasino,

Can you please comment on the issue? Why have you confiscated the player's winnings? Is it correct that Ukraine wasn't a restricted country at the time when the player registered at your casino?

Thank you.

Kind regards,

Tomas

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 xray200,

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. 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 might 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.

In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

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

Best regards,

Tomas