I would like to start a discussion about my current situation because I honestly do not know what practical route is left for a player when almost every party involved either does not respond, refuses to provide evidence, or redirects the matter elsewhere.
I currently have three separate disputed casino cases involving Sweet Bonanza / Pragmatic Play, with a total disputed amount of €6,667.34.
1. Buff Bets – €4,140
Buff Bets confiscated approximately €4,140 in winnings and accused me of serious violations including bonus abuse/manipulation-related conduct.
The case was investigated through Casino Guru. Casino Guru requested supporting evidence from the casino, but the complaint was ultimately closed as:
"Unresolved – Insufficient Evidence from Casino."
Despite that outcome, I still have not received the money.
I also contacted the relevant Anjouan licensing/oversight channels and an ADR provider, but I have not received a meaningful resolution.
2. Blindluck – €1,567.15
Blindluck confiscated €1,567.15 based on an alleged bonus max-bet violation.
This case was also submitted to Casino Guru.
Blindluck did not cooperate with the complaint process and the case was eventually closed as:
"Unresolved – No Reaction Policy."
Again, the money was not returned.
3. Blindluck – new €960.19 confiscation
More recently, Blindluck confiscated another €960.19.
This time they referred generally to clause 5.9.5 of their Terms & Conditions.
The problem is that this clause contains several completely different possible allegations, including VPN/IP manipulation, forged documents, bonus abuse, fraud/collusion and software-assisted play.
Blindluck has still not told me which specific allegation actually applies to me or provided the evidence supporting it.
I had no active bonus, my bonus balance was €0.00, my account was KYC verified, and I played normally on my own phone.
Blindluck stated that its decision is final and said that supporting evidence would be provided to the licensing authority and ADR service if required.
However, I have repeatedly asked Blindluck to identify which ADR provider is actually appointed to handle disputes against them, and they have still not provided that information.
I have now submitted a new Casino Guru complaint concerning this separate €960.19 confiscation.
The bigger problem: where is the actual dispute-resolution mechanism?
I have contacted or attempted to obtain assistance from:
Blindluck
Buff Bets
Anjouan licensing/oversight channels
recognised ADR providers
Casino Guru
Pragmatic Play / Sweet Bonanza
One ADR provider, iGamingADR, did respond and confirmed that they are not appointed for either Blindluck or Buff Bets.
Other ADR routes I have contacted have so far not provided a substantive response.
I have also contacted Pragmatic Play and asked them to verify whether the disputed Sweet Bonanza game rounds were genuine, whether the operators were authorised to offer their games, and whether their systems detected any manipulation or irregularity. I am currently still waiting for their response.
I have also submitted a formal Data Subject Access Request to Blindluck requesting account, game, IP/device, KYC, fraud/risk and investigation records. Blindluck confirmed that this request is being processed.
What concerns me most is that I have spent months trying to use the supposedly available complaint and dispute-resolution mechanisms, yet I still cannot find a party that will actually review the evidence and make an enforceable decision.
I am not claiming that all of these organisations are working together or deliberately ignoring me. I am simply describing what has happened in practice.
Casino Guru has already concluded in one case that the casino provided insufficient evidence, and in another case the casino did not cooperate at all. Yet as the player, I am still left without the disputed funds and without an effective route to enforce anything.
I would therefore genuinely appreciate advice from people with experience in this area.
What practical options remain when:
the casino refuses to provide evidence;
the casino does not cooperate with Casino Guru;
the operator does not identify its appointed ADR provider;
ADR providers do not respond or say they are not appointed;
the licensing authority does not provide a substantive response;
and the player is left with thousands of euros in disputed winnings?
If anyone has dealt successfully with an Anjouan-licensed operator in a similar situation, or knows how to determine the actual appointed ADR provider for Blindluck or Buff Bets, I would especially appreciate your advice.
At this point I am not looking for another generic answer telling me to "contact the casino." I have been doing that for months.
I am looking for a realistic next step that can actually lead to an independent review or recovery of the disputed funds.
