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Casino confiscated €1,000 after partial withdrawal was already paid.

I requested a €2,000 withdrawal via Skrill (first withdrawal, no bonus used).

KYC verification was completed successfully.

The casino paid €1,000 without any issue.

The remaining €1,000 stayed pending for over 145 hours.

After I contacted support asking about the delay, the casino cancelled the withdrawal and confiscated the remaining €1,000.

They claim I breached Terms & Conditions but refuse to specify:

– which rule was breached

– when it happened

– what exact action caused it

They only sent a generic list of T&C clauses and stated the decision is final.

Important facts:

– Partial withdrawal already approved and paid

– No bonus used

– KYC completed

– No betting activity after withdrawal request

I believe this is an unjustified confiscation of funds.

An official complaint has already been submitted to the MGA.

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.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mmendel,

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.?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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

Good day.

1. Slot machines only

2. I didn't use anything to mask my IP, I also play at other casinos and I know that it is prohibited. They also accept players from Slovakia. They had no problem with KYC and paid out half of the winnings without any problems.

3. I live alone so it's out of the question at home.

Thank you

Dobry den.

1. Len hracie automaty

2. Nepouzil som nic na maskovanie IP, hravam aj na inych kasinach a viem ze je to zakazane. Prijimaju aj hracov zo slovenska. Pri KYC nemali problem a vyplatili polku vyhry bez problemov.

3. Zijem sam tak z domacnosti je to vylucene.

Dakujem

Dear Mmendel,

Thank you for your reply. Have you reached out to the customer support following the confiscation? Have they provided any clarification other than the terms and conditions they have cited previously?

If so, could you please forward any new communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear Mmendel,

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.

I sent you an email with the answer on February 6, 2026.

Dear Mmendel,

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

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

Thank you!

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 the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter