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My account at Ursacasino was suddenly closed, and my winnings were confiscated. When I contacted support, they claimed that I had engaged in "state game abuse".

However, when they explained what that meant, it became clear that I have not done anything that fits their own description. I have followed all terms and played fairly. It seems they have simply made up a reason to withhold my legitimate winnings.

I have requested more information and evidence from them, but they have not provided anything concrete — only vague accusations with no proof. I believe this is an unfair and unethical decision, and I am requesting that Casino Guru investigates this matter.

Thank you for your assistance.

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.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Kristina,

Thank you for your response.

Regarding your questions:

I primarily played slots. I started with Book of Dead, and after a significant win there, I continued with games like Jack Hammer 2, Secrets of Atlantis, and Epic Joker, if I recall correctly. Unfortunately, I’m unable to verify this list with full certainty since I currently don’t have access to my account. I might have played something more but these are the ones I remember. I diid however double check the terms of conditions to make sure none of the slots I did play were on the restricted list.

I was never asked to complete a verification process. My first withdrawal was processed without any issues. However, the current issue arose during the second withdrawal attempt.

The winnings in question were accumulated while I had an active bonus.

Please let me know if you need any additional information.

Best regards,

Tyyni L***

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear laukkanentyyni16,

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.

Hi, I did send all the evidence to this Gmail address kristina.s@casino.guru already a few days ago. Have you not received it?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you laukkanentyyni16 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ursa Casino for their help in resolving this complaint. We would like to know why why were 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 Gambling Supervision Commission (https://www.isleofmangsc.com/gambling/complain-about-a-licence-holder/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter