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Hello,

I tried to cash out and my account was closed. I reached out via chat and was told that all of my winnings would be confiscated and that they would only pay out my deposits. It's been 3 days since then and they haven't even paid out my deposits yet.

Regards,

Francisco

Hola,

Puse a cobrar y me cerraron la cuenta, contacté por el chat y me dicen que me confiscan todas las ganancias y que solo me pagarán mis depósitos, hace 3 días de eso y aun no me han pagado ni tan solo los depósitos.

Saludos

Francisco

Dear travonig25,

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 while your account was still active - slots, live casino, sports betting, etc.?

Do I understand correctly that €1,200 (dispute value) were your winnings? Have you accumulated 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

Hello,

I only made about 10 bets, I didn't accept any bonuses.

I left the account with about 1200 euros, I don't know the exact amount since the closure caught me off guard. (800 euros of profits + 400 of my deposit). I started to collect and after a few days they closed my account, I contact them through the chat and they tell me that they will only pay me my deposits, that was 3 days ago and they have not paid me either the deposits or anything, many Thanks for the help.

Greetings

Francisco

Hola,

Solo hice unas 10 apuestas, no acepté ningún bono.

Dejé la cuenta con unos 1200 euros, no se el importe exacto ya que me cogió desprevenido el cierre. (800 euros de ganancias + 400 de mi depósito). Puse a cobrar y al cabo de unos días me cierran la cuenta, me pongo en contacto con ellos por el chat y me dicen que solo me pagarán mis depósitos, de eso hace 3 días y no me han pagado ni los depósitos ni mada, muchas gracias por la ayuda.

Saludos

Francisco

Thank you for your reply, travonig25. Could you please clarify which games you bet on?

Did you receive any explanation from the casino regarding the confiscated winnings and/or blocked account? 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 travonig25,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.