Pelican Casino - Igrački nalog je zatvoren.

.The casino blocked my account, alleging that I held duplicate accounts. That is not true. I completed full KYC verification, the account is registered in my name, and I made the deposit using my own account. I do not have any other accounts. The issue suddenly arose when I tried to withdraw my winnings; prior to that, they hadn't seen any problem.

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Dear halucynowa,

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 fully understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

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

Best regards,

Jean

Dear Jean,

Thank you for your reply. Here are the answers to your questions based on my situation:

• Regarding the bonus: Yes, my winnings originated from a 100 free spins bonus. I successfully met all the wagering requirements, and the funds became part of my real cash balance. After that, I completed the KYC verification process. I was also required to make a deposit to fully verify my payment method. I deposited my own funds and successfully wagered that deposit as well.Regarding the IP / Household: No, it is absolutely impossible. No one else from my family or household has ever created an account at this casino, nor does anyone else use my IP address for gambling.Regarding the timeline: I opened my account on June 26, 2026. The issue occurred on the exact same day in the evening, right after I submitted my withdrawal request. That is when my account was blocked.Regarding the casino's rules: I am 100% sure that I followed all the terms and conditions correctly. The casino simply refuses to pay out my winnings and is completely avoiding contact with me.I will forward all my email correspondence and relevant chat transcripts directly to your email address (jean.s@casino.guru) right away.

Thank you for your help in resolving this matter.

Best regards,

[redacted]

Dear halucynowa,

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, Samko, (samuel.s@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,

Jean

Dear halucynowa,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Pelican Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Pelican Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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 Samuel

As you can see, the casino cannot even respond here. This perfectly shows their attitude towards the players.

Hello halucynowa,

thank you for your message.

I understand your frustration. I have also tried to contact the casino through additional communication channels to encourage them to participate in this complaint and provide their explanation.

For now, we need to wait for their response. If the casino continues not to cooperate, this will be taken into account when assessing the complaint.

I will keep you updated once I receive any further information.

Thank you for your patience.

Hello everyone,

As the casino has failed to respond to this complaint despite multiple invitations and additional attempts to establish contact outside of the complaint thread, I am unfortunately unable to continue the investigation or fairly assess the circumstances of this case.

For this reason, I am closing this complaint as unresolved. The casino's lack of cooperation will also be reflected accordingly in its Casino Guru Safety Index.

Dear halucynowa,

since the casino has not provided any explanation or evidence supporting its actions, I would recommend escalating this matter to the relevant licensing authority.

According to the available information, you may submit your complaint to the Curaçao Gaming Authority by emailing complaints@cga.cw. You can also find a step-by-step guide on how to prepare and submit your complaint here:

https://casino.guru/guide/submitting-complaints-to-regulators

Finally, I would like to note that should Pelican Casino decide to cooperate in the future and provide the requested information, they are welcome to contact us and request that this complaint be reopened. If that happens, we will gladly continue our investigation.

I am sorry that we were unable to achieve a better outcome in this case, and I wish you the best of luck with your complaint before the regulator.

Samuel

Casino Guru