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I won €11774 from a €500 deposit and the €750 associated welcome bonus. They paid €2000 of the total account balance and then I received an email saying my account has been closed and they have removed my winnings. They haven't given me a proper explanation, they just said that following an internal investigation, management decided to close my account. I've replied to the email twice asking for a proper explanation but they won't reply to me. I won the money fairly, I made sure to check the terms before I played so that I didn't break any. I'm so upset they have done this to me, I feel like I've been robbed!

Dear kellsbellsfox94,

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. 

• Do I understand correctly that the casino didn't specify which rule you breached?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Yes that is correct, they just told me that after an internal investigation, management decided to close my account. No further information was given even though I emailed asking for more information.

I have forwarded the relevant communications to kristina.s@casino.guru.

Kellie

Thank you very much, kellsbellsfox94, 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 kellsbellsfox94 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Touch Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

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 EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Kahnawake Gaming Commission (https://casinoguru-en.com/licensing-authorities/kahnawake-license). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter