HeyCasino! - Igrač se suočava sa konfiskacijom zbog kašnjenja u sprovođenju ograničenja.

I am submitting this complaint to highlight a critical issue that was not properly addressed in my previous dispute: the operator’s prolonged delay in enforcing the cashback winnings cap and the financial harm caused by retroactive confiscation.

The operator credited a 10% daily cashback to my account, advertised as wager-free and real money, and credited directly to my real balance. After receiving this cashback, the casino:

Allowed continuous gameplay for more than three weeks

Approved and paid 12 separate withdrawals totaling approximately 300,000 NOK

Explicitly informed me in writing that pending withdrawals were delayed only due to weekly/monthly withdrawal limits, not due to any bonus cap or breach

At no point during this period was I warned that my balance was restricted, capped, or subject to removal.

At no point was the balance frozen or adjusted when it exceeded the alleged 100,000 NOK limit.

Only after 22 days, the operator suddenly applied the cashback cap and retroactively confiscated 492,216.91 NOK, including:

Remaining balance

Cancelled pending withdrawals

Funds that had already been mixed with real-money gameplay

This delay is the core issue of my complaint.

If the operator truly considered all winnings above 100,000 NOK invalid, the cap should have been enforced immediately at the moment the threshold was reached, not weeks later after:

Active withdrawals were approved

The balance was freely playable

The casino’s own support confirmed withdrawals would resume in the next cycle

Because of the operator’s inaction and delay:

I continued playing under the belief that the funds were valid real money

My financial decisions were directly influenced

The later confiscation caused substantial financial damage

The casino now claims the earlier payments were an "error," yet simultaneously treats the later confiscation as correct. This creates a contradictory situation where:

Errors benefiting the player are reclaimed retroactively

Errors benefiting the operator are enforced

I am not disputing that a cashback cap exists in the terms.

I am disputing how and when it was enforced, and whether a casino can delay enforcement, allow withdrawals and gameplay, and then confiscate funds retroactively after weeks of silence.

I respectfully ask Casino Guru to review this case specifically from the perspective of:

Delayed enforcement

Legitimate player reliance on approved withdrawals

Retroactive application of restrictions

Whether funds that were treated as real balance for weeks can later be invalidated

I am able to provide:

Written confirmation of withdrawal-limit explanations

The email explicitly confirming the confiscation amount and timing

Full transaction and gameplay history

Thank you for reviewing this complaint.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please send me the game history and the transaction history that the casino shared with you?
• Send this information to my email at tomas@casino.guru for review

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 Tomas,

Thank you for your response and for reviewing my complaint.

Please find attached the full game history and transaction history that were provided to me by HeyCasino. These documents include all relevant betting activity, cashback credits, withdrawals, pending withdrawals, and the subsequent confiscation of funds.

I would like to highlight that these records clearly show:

The cashback was credited as wager-free real money.

Multiple withdrawals (12 in total) were approved and paid over an extended period.

Excess balances were not removed promptly when the alleged cap was exceeded.

Funds were confiscated retroactively after a significant delay.

These points are central to my complaint, particularly regarding delayed enforcement and retroactive confiscation.

Should you require any additional documents, screenshots, or clarifications, please let me know and I will provide them immediately.

Thank you for your time and assistance. I appreciate your efforts in reviewing this matter.

Best regards,

Jamal *****

Dear Jamal77,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Jamal77,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from HeyCasino! to join this conversation and assist in addressing the complaint.

Dear HeyCasino!,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Stefan and Casino Guru Team,

Thank you for your continued efforts in reviewing my complaint.

Based on my review of a significant number of complaints involving this operator, I have serious concerns regarding their level of cooperation.

In many cases, including my own so far, the operator:

Does not respond to complaints,

Does not participate in the dispute resolution process,

Or completely ignores requests from mediators.

This apparent pattern of non-cooperation is difficult to reconcile with the very high public rating currently assigned to the casino, which seems inconsistent with the actual complaint-handling behavior observed across multiple cases.

The operator’s failure to engage meaningfully in complaint resolution:

Undermines transparency,

Delays fair outcomes for players,

And raises legitimate questions about accountability.

I remain willing to resolve this dispute amicably at any time, provided the operator engages and responds in good faith.

Kind regards,

Jamal 

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 Stefan,

I would like to respectfully request a review of the current rating not only for this casino, but also for the other brands operated by the same company.

Based on my experience and on multiple complaints published on your platform, these casinos appear to follow the same policies, the same terms and conditions, and the same approach in handling player disputes. In particular, they show a repeated pattern of non-cooperation, delayed enforcement of rules, and retroactive actions against players.

Since these brands are operated under the same management and use identical operational practices, I believe their Safety Index and overall rating should reflect this pattern of behavior across all related websites (approximately 15 brands), not only the single casino involved in my case.

I kindly ask you to take this into consideration when assessing the fairness and reliability of this operator group.

Thank you for your time and for the work you do in protecting players.

Kind regards,

Jamal

Dear Jamal77,

We will attempt to contact the casino representative outside of the complaint thread in the hope of receiving a response as soon as possible. Your patience is much appreciated.

Dear Stefan,

Thank you for your efforts.

If the operator continues to ignore this complaint and fails to cooperate, I will proceed with formal escalation to the relevant Norwegian authorities, including submission of full documentation for potential regulatory and technical enforcement measures (such as DNS blocking) against all related websites targeting the Norwegian market.

I hope this will not be necessary and that the operator will finally provide a proper response.

Kind regards,

Jamal

Dear Stefan,

It now appears that almost three weeks have passed since this complaint was opened (one additional week after the initial two-week deadline), and yet the operator has shown no interest in responding or cooperating — neither within the complaint thread nor through any external communication as previously stated.

This behavior reflects a clear pattern of non-cooperation, which is consistent with what I observed when reviewing other complaints about this operator on this platform, where the company rarely participates in dispute resolution.

As a result, I have decided to pursue this matter through legal channels in Norway, independently of the licensing authority, as I no longer have confidence in a regulator that grants licenses to operators who fail to properly engage in player protection and dispute resolution.

I also formally request that regulatory measures be considered, including DNS blocking, not only for this website but also for at least 14 other related websites operated by the same company, which follow the same policies and target the Norwegian market.

Dear Jamal77,

We have been informed that the casino intends to resolve the complaint; however, we are still awaiting their official response.

I understand that this situation must be frustrating for you, and I want to assure you that I am doing my best to move the matter forward as quickly as possible. In the meantime, I will extend the timer by an additional seven days to allow the casino sufficient time to respond.

Your patience is very much appreciated.

Dear Stefan,

Thank you for the update.

I will wait for one final additional week to allow the operator the opportunity to provide an official response to the complaint.

If no response or cooperation is received within this period, I will proceed with formal action through the relevant Norwegian authorities, including submitting a full file for consideration of appropriate regulatory measures against this company and preventing it from continuing to operate in the Norwegian market.

I hope this step will not be necessary and that the operator will provide an official response before the deadline expires.

Kind regards,

Jamal

Dear Stefan and Casino.Guru Team,

It has now been four full weeks since this complaint was opened, and to date there has been no response or cooperation whatsoever from the operator.

Given that the confiscated amount is very substantial, I formally request that the casino’s rating be lowered to the minimum possible level, so that other players are properly warned and do not become involved with an operator that refuses to engage in dispute resolution.

According to your own platform, there are 91 complaints related to this operator, and in none of them has the casino meaningfully participated or helped resolve the dispute. This demonstrates a clear and consistent pattern of non-cooperation.

I hereby confirm that I will continue pursuing this matter with the Norwegian authorities. I have already received assurances based on formal Norwegian legislation adopted by Parliament regarding the blocking and enforcement measures against unlicensed operators targeting the Norwegian market.

I am committed to pursuing this case for as long as necessary in order to prevent this operator — and the approximately 15 related websites operated by the same company — from continuing to operate in the Norwegian market.

Thank you for your continued support and for considering this request in the interest of player protection.

Kind regards,

Jamal

Dear Jamal77,

I would like to let you know that I managed to get in touch with the casino representative outside of the complaint thread. Hopefully, we will receive their response here very soon.

Dear Stefan and Casino.Guru Team,

The deadline has now expired, and it appears that there is still no response or cooperation from the operator.

At this stage, I kindly ask you to advise me on alternative options available to proceed with this case, as the standard mediation process has clearly failed.

In addition, given the operator’s continued lack of cooperation, I formally request that the casino’s current high rating be reviewed and lowered accordingly, so that other players are properly warned.

Thank you for your continued support.

Kind regards,

Jamal

Dear Jamal77,

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 Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) 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