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I won a large sum. Now they've taken €12,900 from my account, leaving €100. But they say I probably committed fraud, so they've simply taken the money.

Ik heb een groot bedrag gewonnen. Nu hebben ze 12900 van mijn account afgehaald, hebben €100 laten staan. Maar ze zeggen dat ik waarschijnlijk fraude heb gepleegd en dus hebben ze het geld maar weg gehaald.

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Dear Carola,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation and that such a large amount has been removed from your account.

To be able to understand what happened and see how we can assist, could you please clarify a few points for us?

• Did the casino specify what type of fraud they believe you committed? For example, did they mention multiple accounts, VPN usage, bonus abuse, identity issues, etc.?
• Before the funds were removed, did you receive any warning, email, or request for documents from the casino?
• Was your account fully verified (KYC) before this issue occurred?
• Did you use any bonuses or promotions when winning this amount? If yes, which one?

If you have any additional communication from the casino explaining their decision (emails, chat transcripts, screenshots), please upload them here in the complaint thread or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Carola,

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,
Petronela
Casino.Guru