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Withdrawal cancelled and winnings confiscated without explanation

I am submitting this complaint because I believe my winnings were unfairly confiscated.

I registered with PiratePots using my real personal information and selected Sweden as my country of residence. My account was successfully verified and approved by the casino.

I deposited €27 of my own money. I did not claim or use any bonus or promotion.

I played using my own mobile phone while connected to my home Wi-Fi. I did not use a VPN, proxy, or any software to hide my location or IP address. I did not submit forged documents, abuse bonuses, or engage in any fraudulent or unlawful activity.

After playing, my balance reached €338.89. When I requested a withdrawal, the casino cancelled it and confiscated €311.89, leaving only my original €27 deposit in my account.

The casino sent me an email referring to several possible violations of their Terms & Conditions, including VPN use, forged documents, bonus abuse, and fraudulent activity. However, they never told me which specific allegation applies to my case.

I contacted both customer support by email and live chat several times and asked them:

Which rule I allegedly violated.

What evidence they have.

Why my winnings were confiscated.

They refused to provide any details and only replied that their decision was final and that they could not provide any further information.

I believe this is unfair because:

I used only my own deposited funds.

I never claimed a bonus.

My account was verified and approved.

The casino accepted my registration with my real Swedish details.

They still allow me to access my account, despite claiming I committed serious violations.

I respectfully ask Casino Guru to investigate this case and ask the casino to provide evidence supporting their allegations or return my confiscated winnings of €311.89.

Thank you for your assistance.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please list which documents you were asked to provide during the verification process?
• Have you used a deposit method in your own name?
• If necessary, forward additional information to my email at tomas@casino.guru or post screenshots here.

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

Hello Tomas,

Thank you for reviewing my complaint.

Here are my answers:

1. How long had you been a player and when was your account blocked?

I had been a player for approximately 1–2 months. My account has not been blocked. I can still log in, but my withdrawal was cancelled and €311.89 of my winnings was confiscated.

2. Which games did you play?

I played slots only.

3. Which documents were you asked to provide?

I completed the verification process by providing my identity documents. After requesting my withdrawal, I was also asked to submit a selfie while holding my driver’s licence. This verification was approved.

4. Did you use a payment method in your own name?

Yes. I deposited using a payment method registered in my own name. Revolut

I have attached the emails showing that:

my additional verification was approved,

the casino confiscated my winnings,

the casino refused to explain which specific Terms & Conditions I allegedly violated,

and stated that their decision is final.

Thank you for your assistance.

Dear Mircan86,

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, Martina (martina.b@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 Mircan86,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Piratepots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

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 ADR – an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players.

I am sorry I could not be of more help on this occasion.