Bet Ninja Casino - Dobici igrača su konfiskovani.

I have bet with a company called Betnija, I had a bet with my initial £50 (they added bonus funds also). I won with my original funds and ended up overal several bets getting up to 2900, I requested withdrawal and been pending, I verified all my documents all fine, and they have confiscated all my winnings but said I have a £50 good will gesture. I am fuming, I requested the withdrawal on Thursday last week and only an hour ago have they decided to confiscate my winnings, my issue is from Thursday I have waited on £2900 so I have continued to deposit since then probably around £600 obviously knowing I had these funds coming back in, but regardless of what happened with my further deposits they would of confiscated anyway please help!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Cavey,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position on the breach of the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

• Has the wagering requirement of the bonus that was activated been completed, partially, or fully, based on the information available to you?
• Could you please explain how much the casino contributed in bonus money to your account initially?

Thank you in advance for your reply.

Best regards,

Tomas

Hi there, yes I understand the issue with the free bonus part, but the fact they still took all my deposits afterwards, knowing they would not let me ever withdraw is a shambles the owe me £500 in later deposits that I only put in because I was waiting for my pending withdrawal of £2900

Hello Cavey,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

We are unable to intervene regarding potential winnings originating from subsequent deposits. Claiming potential winnings would have been confiscated is premature. Please note online casinos might check gameplay before any payout when bonuses are involved for any breach in casino terms. From our point of view the funds you deposited were risked and you had a chance to win and have to bear the losses.

Please let me know if you will be able to supply the relevant game records for us to review.

My email is tomas@casino.guru

Looking forward to your reply.

Dear Cavey,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru