Anonymous Casino - Os ganhos do jogador foram confiscados.

I started playing at this casino after receiving a first deposit bonus.

I checked the prohibited games and played normally,

When I tried to withdraw my money, I was told it was confiscated because I had played a crash game.

However, I only play regular slots and don't even open any crash games.

It was clearly the casino's mistake, but when I told them that, they didn't even reply.

I filed a complaint as it is clearly a fraudulent website.

このカジノで初回入金ボーナスをもらってプレイをはじめました。

禁止ゲームも確認して普通に遊んでいたのですが、

出金した際にクラッシュゲームをプレイした為に没収と言われました。

ただ私は普通のスロットしかプレイしておらずクラッシュゲームは開いてもいません　　

明らかにカジノ側のミスなのにそれを伝えても返事すら来ません。

明らかな詐欺サイトなのでクレームを提出しました

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear rikiriki0708,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Anonymous Casino.

• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• Could you please share a link to the bonus you have played with?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

Can I access my gameplay history on my account?

If you have access, could you let me know?

I can't access it so I can't give you the history.

I played a regular slot machine, but it was confiscated because I falsely claimed to have played a crash game.

Can you share the link to the bonus you played?

I don't know because I can't access the site.

I used the 100% welcome bonus.

アカウントでゲームプレイ履歴にアクセスできますか？

もしアクセスできたら、教えていただけますか？ 　　

アクセスする事が出来ないので履歴はだせませんが

普通のスロットをプレイしたのですがクラッシュゲームをプレイしたと虚偽の申告で没収されました

プレイしたボーナスのリンクを共有していただけますか?

サイトにアクセス出来ないので分かりません。

使用したのは100％のウェルカムボーナスです。

Dear rikiriki0708,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Submitted

提出しました

Dear rikiriki0708, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Dear rikiriki0708,

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.

My account has been blocked, so I can't view the site. Also, I haven't received any email replies, so I can't make a claim.

Dear rikiriki0708,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you rikiriki0708 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Anonymous Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter