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I am filing this complaint against Casiblu Casino regarding the confiscation of my winnings.

On August 15, 2025, I signed up for an account at Casiblu Casino and made a deposit of 5441.22 TRY. I played the game 'East Coast vs West Coast' with a bet of 200 TRY and managed to win approximately 128,000 TRY, which is roughly €2,700, after completing all the bonus wagering requirements.

After the win, I attempted to verify my account on the site but encountered a strange error. I contacted the live chat support for assistance. The support agent instructed me to upload all my verification documents directly through the chat, which I did. I believed my account was fully verified at that point, so I proceeded to request a withdrawal of my winnings.

When the money did not arrive in my account, I contacted live chat support again to inquire about the delay. The support agent informed me that my winnings had been confiscated. They justified this by stating there was "collusion" and that I had violated a clause in their terms and conditions, specifically mentioning "same device, same IP, same address." They pasted a large section of the terms into the chat.

This accusation is completely unfounded. I am a legitimate player, and I have no knowledge of any such activity. Unfortunately, I do not have a transcript of the live chat conversation to provide as evidence.

I am seeking the mediation of Casino.guru to review this case. My desired outcome is for Casiblu Casino to pay out my full winnings of 128,000 TRY.

Thank you for your assistance.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casiblu Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you had any successful withdrawals with this casino, please?
• Is there anyone from your household using the same device and playing at this casino, please?
• Have you used the VPN while accessing this site?
• Have you accumulated your winnings with the help of bonus, please?

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,

Katarina

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

If anything seems suspicious, contact us directly.

Stay safe.

Have you had any successful withdrawals with this casino, please?

-No

Is there anyone from your household using the same device and playing at this casino, please?

-No i have been playing on my personal android phone.

Have you used the VPN while accessing this site?

-No i used my datapackage from my mobilephone provider.

Have you accumulated your winnings with the help of bonus, please?

-Yes.

I also would like to point out i seek mediation for 128,000 TRY not 5,441 TRY like it says on the "title" i made a mistake.

Hello secret8975,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear secret8975,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

The disputed amount has been adjusted to reflect the correct information.

Looking forward to your reply.

Katarina

Hi,

All communication regarding this matter was handeld via the chat function on the website. I dont have any transcripts to download of the chat. And all mail conversation i just generic "welcome email" and "deposit confimation" that sort of stuff.

Thank you very much, secret8975, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear secret8975,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casiblu Casino representative to join this conversation and participate in resolving this complaint.

Dear Casiblu Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

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 Anjouan Offshore Finance Authority ("There is a complaints form directly below the license on the validator page) 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru