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Casino confiscated my winning with the reason that I played restricted game while bonus was active. But this is not stated anywhere in casino terms and conditions. They do not have a list of prohibited games in the terms. There is also no separate category of games available for playing with a bonus.

I need tp know clear information about why my winnings were voided and to return my amount back.

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Dear Narima,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you effectively, could you please provide us with more details regarding your case?

• What specific game or games were you playing when your winnings were confiscated?
• Can you provide a copy of the bonus terms you received when claiming the bonus?
• Were you able to locate any information regarding restricted play either in the casino lobby/ specific Bonus conditions or on their website?

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

Best regards,

Petra

Hello,

I played Mistery Joker 6000 and 1419 Uncharted Seas. As I learned from live chat support Mistery Joker 6000 is considered as restricted game, however this is not stated anywhere. They do not have a list of prohibited games in the terms. There is also no separate category of games available for playing with a bonus. There is simply no list of restrcіed games anywhere in this casino. It is unclear what they are arguing for the confiscation.

Thank you for your reply and for providing the previous details, Narima.

• Do you have any screenshots or documentation that could support your claim?
• Have you reached out to the casino support for clarification on their decision? If so, what was their response?

You can send me all the relevant documents/communication to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

I am sorry I couldn't find email sent from casino regarding my account closure. I think I got it in spam and after some period it was deleted automatically. Live chat history is not available for me also as account is closed already. Somehow I saved the last text in chat in a text document. If it is helpfull, it was : Your withdrawal request of $1,643.16 has been declined due to a breach in our Bonus Terms & Conditions by playing a restricted game (Mystery Joker 6000) while your bonus was active. Unfortunately, your winnings has been forfeited and your balance was adjusted to your initial deposit.

As I already mentioned I couldn't find such term in Bonus Terms and Conditions.

Dear Narima,

Thank you for your reply and for providing the previous details.

• Could you please provide a screenshot or a link to the relevant bonus you are referring to?

Additionally, if you have any further evidence or records of your attempts to communicate with the casino, please share them with us. This may include screenshots, emails, or chat transcripts.

You may send all supporting documents to petra.h@casino.guru, or alternatively, post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear Narima,

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.

Hello,

As I already explained my account is blocked and unfortunately I don't have access to games and bonuses.

Dear Narima

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,

Petra

Dear Narima,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Quacksino Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 Narima,

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.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Kahnawake and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE. I am sorry I could not be of more help on this occasion.