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am filing this formal complaint against Howl.gg (operated by Genius Touch B.V., License 1668/JAZ) for the illegal confiscation of $6,700 in legitimate winnings.

Case Summary:

I deposited $900 in skins from my personal, long-standing Steam account. Through fair play, I reached a balance of approximately $9,700. After successfully withdrawing $3,000, the operator froze my account and seized the remaining $6,700.

The Operator's False Accusations:

The operator's support (agents 'Kostas' and 'Ziko') provided a generic list of 40+ User IDs, claiming they are linked to me. I categorically deny this. My defense points are as follows:

Public Network Infrastructure: I have accessed my account from a Public Internet Cafe/Cafe Bar. Any "links" found by their automated system are technical false positives caused by a shared public IP address. The operator has failed to provide any hardware-specific evidence (Hardware IDs/MAC addresses) to prove these accounts belong to me.

Inconsistent and Predatory Claims: Once I debunked the "multi-accounting" claim with the public network explanation, the operator shifted their narrative, accusing me of "low risk play." This inconsistency proves they are acting in bad faith, searching for any pretext to avoid paying out a large winner.

Intentional Refusal of KYC/EDD: I have repeatedly offered to undergo Enhanced Due Diligence (EDD). I offered to provide my ID, my partner’s ID (as I used her wallet for one withdrawal), and proof of shared residence to prove we are a household, not a "bot farm." The operator flatly refused to verify my identity, choosing instead to misappropriate my funds.

Legal and Regulatory Violations:

Violation of Proportionality: Even if a technical ToS breach occurred (withdrawal to a domestic partner), the seizure of $6,700 is a disproportionate and illegal punitive measure.

Breach of AML/KYC Duties: By refusing to verify a player's identity and proceeding directly to asset seizure, the operator is in breach of their licensing conditions.

My Demand:

I request a manual audit of my account by a senior compliance officer. I am ready to provide all necessary documentation to prove my identity and the legitimacy of my $900 Steam deposit. I demand the immediate release of my $6,700balance."

I can send whatever you need, please help me!

The operator has now blocked my access to the live support chat immediately after I requested a formal dispute process. This further proves their attempt to avoid accountability and seize my $6,700 without a fair review.

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.

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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Could you please confirm whether you have utilized a payment method that is registered under another individual's name?
• Is there any chance that someone from your household or using the same IP also created an account at this casino? If so, have you accessed the casino from the same device?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Hello Attila,

Thank you for your questions. Here is my detailed response to clarify the situation:

Games: I played a wide variety of games, including Slots, Sports Betting, and Live Casino. I was an active player across the entire platform.

Deposits: I made a single initial deposit of $900 in CS2 Skins from my verified Steam account. I played and won from that balance, so no further deposits were necessary.

The "40 Accounts" Claim: The casino's claim that I am linked to 40+ accounts is mathematically and technically impossible. I exclusively use my personal PC and mobile phone. I suspect this is a massive technical false positive caused by:

Public Network Usage: I accessed the site from a Public Cafe/Bar network in Germany on several occasions.

Roaming Connectivity: I use a UK SIM cardwhile residing in Germany. Due to roaming routing, I sometimes faced connection issues and had to ensure a stable local German connection to access my account.

Device Integrity: I challenge the casino to provide Hardware IDs or MAC addresses for these 40 accounts. They will not match my devices because I only operate one single account.

Withdrawal Method: I used a crypto wallet for my withdrawals. If there was any overlap with other users, it must be due to the shared public network or common IP addresses provided by the service providers in the area.

Refusal of KYC: The most critical point is that the casino explicitly refused to verify my identity. I offered my ID and proof of residence multiple times to prove I am a unique individual, but they chose to seize my $6,700 winnings instead of conducting a manual audit.

The operator allowed me to play for 11 days (including 8 days of trade ban). They only raised these "security concerns" once my balance reached a significant amount.

I have evidence of all the accusations that were made against me.

The first time, I was accused of money laundering involving cryptocurrency. They claimed that I deposited CS2 skins and withdrew cryptocurrency, which does not make logical sense, especially since this option was not blocked by them at the time.

The second time, I was accused of playing only low-risk games.

The third time, I was accused of multi-accounting, with claims that I had around 40 accounts.

I am not denying that there could have been technical or location-related issues. For example, I was using a UK SIM card while being a resident in Germany, and I may have used public internet networks that could have been routed through a VPN without my knowledge. However, I had no reason to intentionally use a VPN, as I am a resident in Germany.

Furthermore, if I had truly been involved in multi-accounting, it would not make sense for me to deposit CS2 skins worth approximately $1,300 on the site.

Overall, I believe these accusations are inconsistent, and I have records that show when each of these claims was made. I am willing to provide this evidence if needed.

Since this matter does not involve a small amount of money, I am prepared to file multiple formal complaints with Curaçao Gaming authorities and I will also seek advice from a lawyer specializing in online gambling law and gaming law who handles cases of this nature, if this situation is not resolved properly.

Regards,

[Redacted]

Dear Player, Thank you for your response. Could you please provide clarification regarding your use of a UK SIM? Is this the same phone number you provided during the registration process? Additionally, could you please confirm the country of residence you indicated during registration? Thank you for your cooperation.

Dear Onoriumarin,

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.

Sorry for being late, yes so I use my UK phone number even if I m in Germany because it s an important number for me and I have to receive some important calls from Country Court from UK, yes I use this phone number even at register, I register from Germany, I use Germany internet from home for this

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, Peter (peter.c@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,

Attila

Hello there,

Thank you Onoriumarin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Howl Casino for their help in resolving this complaint. We would like to know why the player's winnings have been confiscated and what we can do to help resolve this issue.

Thank you!

Dear Onoriumarin, the casino has provided me with evidence of multiple accounts. As you may know each person may only operate one account in their name and use solely their own funds. As you activity constitutes a clear violation of this policy we believe the steps the casino has taken to be justified and we will subsequently to reject your complaint. Thank you for your understanding.

Kind regards,

Peter