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I am submitting this formal complaint regarding the unjustified confiscation of €380.09 from my account balance. I believe the casino has acted in bad faith, as my account and identity (KYC) had already been fully verified and approved just before the seizure of my winnings.

The situation began when I had a pending withdrawal of €100 and decided to make a new deposit to claim a bonus. I successfully completed the wagering requirements for this bonus while strictly adhering to the €5 maximum bet limit. To ensure everything was done correctly, I chose not to activate or play the additional free spins at all, as I wanted to withdraw my winnings immediately. I then submitted a new withdrawal request for €500 on April 1st.

The casino initially cancelled this request but did not confiscate any funds at that time. Instead, they requested a selfie with my ID for further verification. As shown in my attached screenshots, this selfie and all other KYC documents were explicitly approved by the casino. It was only after my account was officially "KYC Verified" that I resubmitted my €500 withdrawal request.

However, my transaction logs provide crucial evidence of what happened next. On April 3rd at 16:33, the €500 was credited back to my wallet, but only one minute later at 16:34, the casino manually removed €380.09 from my balance with the description "Taken to system". When I contacted the casino to ask which specific rule I had allegedly broken, they refused to give me any details. Their only response was: "Please be informed that our decision is final and was made in accordance with our terms and conditions."

I wish to state clearly that I have never used a VPN or any IP-masking software; I access the site exclusively via a standard Finnish mobile data connection. Since the casino allowed me to continue depositing and officially approved my identity verification after the gameplay in question, their sudden decision to seize my winnings is contradictory and lacks any specific basis. I have attached screenshots of my transaction logs, my approved document list, my verified account status, and their unhelpful email response.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).

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

Best regards

Attila

Dear Pakki,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru