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I played in casino a couple of times and had 2 successful withdrawals. But when I played last time in February casino did not pay my win and just returned me my deposit. As a reason I received this email:

"Please note that during a routine check of your account it has been flagged by our internal security system.

Please note that we prohibit customer collusion and take active measures in prohibiting any use of robots or other devices that distort the normal game. As per our Terms and Conditions, in case of fraudulent behaviour or violation of our rules we reserve the rights to take actions such as reduction of betting limits, closing of accounts, confiscation of winnings, etc."

I would like to know what was wrong with my gameplay what casino took this decision. I hope you can help me.

Dear Jolan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you activated any bonus when depositing funds into your account?

Were you advised specifically which rule has been broken and why your winnings have been cancelled? Please forward any relevant communication to petronela.k@casino.guru.

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Yes, I played with a bonus. The games I've played are Jokerizer and Blood Suckers Fixed. I don't know which rule I violated. I was only given general information. I forwarded the email from the casino to you.

Ja, ich habe mit Bonus gespielt. Die spiele, die ich gespielt habe sind Jokerizer und Blood Suckers Fixed. Welche Regel ich verletzt habe weiß ich nicht. Ich wurde nur allgemein informiert. Die Email vom Casino habe ich Ihnen weitergeleitet.

Thank you very much, Jolan, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jolan,

I looked at your complaint and will do my best to help you. I would like to invite LiliBet Casino into this conversation. Casino, can you please specify what was the problem with the player’s winnings?

Hello dear Jolan,

We are sorry that you were not satisfied with our casino!

First of all, thank you for the information you shared with us. I have forwarded the information you have given to the relevant friends of our team. We will contact you as soon as possible regarding the issue.

Hello again Jolan,

Our team has reviewed your status and decided to reload your balance.

We look forward to seeing you with us again.

Dear Jolan,

should I consider this case as resolved?

Thank you very much. I'll make a withdrawal now and let me know when I get the money.

Danke sehr. Ich werde jetzt eine Auszahlung tätigen und sage Bescheid, wenn ich das Geld bekomme.

Dear Jolan,

it has been a week now. Did you receive your winnings, please?

Yes, I received the money. Thanks very much!

Ja, ich habe das Geld erhalten. Vielen Dank!

Dear Jolan,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru