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FAFA29 / JILI Gaming Disputed Winnings Complaint

I deposited AUD $10 of my own funds into my FAFA29 account.

I did not use any bonus, promotion, free credit, rebate, or other promotional offer connected to the disputed winnings.

Through normal gameplay across multiple games provided on the platform, I increased my balance to approximately AUD $5,996.71.

As my balance grew, I increased my bet sizes, eventually wagering up to approximately $60 per spin. This was normal manual gameplay and not the result of any bonus, automated software, or known exploit.

I submitted a withdrawal request for approximately AUD $5,996.71.

Shortly afterwards, the winnings were removed from my account and I was informed that the funds had been forfeited.

The explanations provided by FAFA29 have been inconsistent:

The forfeiture notice stated that funds were forfeited due to "promotion terms or inactivity."

After I explained that no promotion or bonus had been used, support later advised that the winnings had been flagged due to "suspicious gameplay" or "irregular betting activity."

FAFA29 then informed me that they themselves had no evidence that I had violated any rules, but stated that JILI Gaming had instructed them not to process the withdrawal.

FAFA29 provided the following statement:

"From our side, we do not have any evidence suggesting that you violated any rules or intentionally engaged in prohibited activity."

FAFA29 also advised that JILI Gaming had opened Ticket #6513642 and that the matter was under review.

The only communication attributed to JILI Gaming stated:

"Our Technical Team and Support Team are currently investigating and working diligently to resolve the issue."

The communication did not identify:

Any specific rule breach.

Any prohibited conduct.

Any evidence of fraud.

Any game malfunction.

Any reason why the winnings should be confiscated.

Subsequently, FAFA29 repeatedly advised that:

No final determination had been made.

The matter remained under review by JILI Gaming.

They were awaiting JILI's decision.

However, when I requested basic information regarding the review, FAFA29 later stated that they could not even confirm the status of Ticket #6513642.

I also requested:

Licensing details.

Regulatory information.

Applicable terms and conditions.

Complaint and dispute resolution procedures.

FAFA29 did not provide these details and instead advised they would need to obtain them and forward them later.

I attempted to contact JILI Gaming directly using the email address provided by FAFA29. Gmail returned a delivery notification stating there was a temporary problem delivering the message.

At present:

My winnings of approximately AUD $5,996.71 remain unpaid.

No specific rule breach has been identified to me.

No evidence of wrongdoing has been provided.

FAFA29 has stated they have no evidence that I violated any rules.

The reasons given for withholding the winnings have changed during the dispute.

The matter is described as being under review, yet no timeframe or meaningful status information has been provided.

I am requesting that FAFA29 and/or JILI Gaming provide evidence supporting the confiscation of my winnings or alternatively pay the disputed balance in full.

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 ZooBoyKnot11,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Karla,

Thanks for your response.

I will continue to wait and cooperate.

I would gladly have let it take its own course except that I submitted the withdrawal request, was denied the request and then told it was due to suspicious activity and then the money was forfeited from my account, that's the extent of the explanation.

Followed by bizarre statements that contradict or don't make sense, email address to Jili that actually gets delivered and not bounce back.

If they had of said "we've identified suspicious activity, your withdrawal is being held for a week while we investigate" I'd have let it go but all I've got in return were contradicting or vague statements each day and no mention of the money.

This is just to show you what I've been facing for nearly 7 days now.

Begs the question, if indeed a gaming provider is the one investigating the matter, being Jili gaming and not FaFa29, why then were my funds immediately forfeited by FaFa29..

The casino has acknowledged my complaint and confirmed that the matter is currently under review by JILI Gaming. They have advised that the final decision remains with the game provider and have asked me to wait for JILI's response. As of now, I still have not received a technical explanation addressing the issue I reported

And this afternoon.

I advised the casino that I had received no communication from JILI Gaming and that the email address provided appeared invalid. I also explained that any Casino Guru review would necessarily concern FaFa29's handling of the dispute because my funds were held by FaFa29. The casino did not address these points and instead repeated that the matter was under JILI Gaming's jurisdiction and that I should wait for a response.

Dear ZooBoyKnot11,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, no there has been no successful withdrawal at all, they still claim the provider, jili gaming is reviewing the game play and so fafa29 was acting on instruction from the provider to forfeit funds pending investigation. I check in every day almost to see if there has been any progress they say no, they won't give me direct contact with the provider to attempt to contact Jili gaming to see what progress there is. I had sent an email to your email address with some informations. Unsure of the importance of it. But yes, it's been greater than 14 days since I requested withdrawal and still nothing. I requested withdrawal on the 31/05/2026

Has there been any information gathered regarding my complaint against FaFa29?

Just an FYI received this just before

I have also submitted a request for verification via this site also https://gamecheck.com

Couldn't upload the images individually unfortunately so I've uploaded to Imgur platform. There are many many more screenshots showing conflicting statements and incorrect things from the casino to myself.

The screenshots can be found here

https://imgur.com/a/3MZe3Gf

https://imgur.com/a/A8VCtKF

In these images, it shows communication with the casino following the forfeiture, my deposit of raw $10aud that I won the money with and then on the promo page showing terms and conditions shows my loss rebate which was returned to me as per their processes following your loss for the 24 hours period.

This afternoon and yesterday afternoon. Each day is basically like this.

I have since messaged SKG Australia which is an apparent mediator for the casino but have not had any help or response as of yet

Hello ZooBoyKnot11,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Apparently now they've said they reviewed it and it was forefeited?? Anyway, wouldn't waste your breath on it now. They're obviously a scam and I'm not gonna get it back.

Now they come out with this old chestnut

Dear ZooBoyKnot11, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots 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.

Karla

Hi Karla,

Thanks for your response.

Yes I have made withdrawals from this casino, in fact, I made one approx 4 days after the large amount was forfeited. I won $880 using a bonus bet rebate, they were slow to release the funds but they did release them whilst "they conducted a review of my y suspicious play"

Yes, I have passed any verification, although there is a fairly straight forward way of verification. Which doesn't require an identification.

I accumulated my winnings without any bonus at all, I deposited $10 of raw cash from my bank to their payid account and played for approx 1 to 1.5 hours

I played casino slots only. Jili Gaming slots and I won the amount across a various number of slots, approximately 3 however the major part of it was won playing lucky Jaguar 500. I was raising my bet when I began to win larger amounts, eventually betting maximum amounts ($65) but intermittently then lowering the bet back to a reasonable amount.

Absolutely I can send all correspondence, game play logs, game win loss logs from the actual play cycles. Currently now, the casino still says they found nothing suspicious about my gameplay on their side but the gaming provider "Jili Gaming" were flagged and subsequently informed the casino to forfeit the amount however they cannot provide me with any legitimate contact details for this provider nor can they provide and evidence of this direction for them to forfeit my money. Now they state my account is being security reviewed and I quote " to keep my money safe"

I will compile and email all docs to you. Or a google drive link.

Just now this response was received.

We've reverted back to this tired old excuse now

Well they claimed many different things again to avoid payment. And now claim it's all done and forfeited

supposedly changes again now to issues arising frim gameplay. Will not provide policy, will not allow escalation to provider and will not acknowledge the winnings and continuously sits behind the "suspicious gameplay excuse" cannot provide any evidence though.

They are stating now that withdrawals are subject to an automated review process and that process is final. I have requested a manual review of my game play to prove there was no suspicious activity but so far they are just repeating themselves.

Daily update of the circus.

Dear ZooBoyKnot11,

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, Samuel, (samuel.s@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,

Karla Mayfly

Dear ZooBoyKnot11,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from FaFa29 Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear FaFa29 Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear ZooBoyKnot11,

I tried contacting the casino via live chat, but unfortunately they were not willing to cooperate. I also couldn't find any support email address on their website to contact them directly.

Could you please let me know whether the casino has ever contacted you by email regarding this issue? If so, please let me know.

Thank you.

Yes, that seems to be the case most of the time. Or let on as though they will co-operate and then do anything except that.

No, never ever contacted via any other method. And always me who had instigated. This evening they requested identification as a means of verification, of course this was suspicious. So I sent an ID with incorrect numbers on one of the identifiers. This was requested of me to verify and to complete the request. To which they then responded they are wuatngg on Jili to lift and apparent block they have instructed fafa29 to place on the winnings due to suspicious game play.

Essentially, they are saying they are powerless to release any funds until the restriction from Jili is lifted??...

When asked for an email of Jili correspondence for my own confirmation. There's nothing except request of patience from me and only via the online chat.

Have you attempted contact with their apparent "complaints mediation" group? SKGaming australia. They tout themselves as being so on-top of complaints Yada Yada Yada, only for casinos they endorse, of course fafa29 is one of many.

I attempted to contact them via the only means possible, online chat, and no avail. They didn't even actually acknowledge the message

Hello ZooBoyKnot11,

thank you for your cooperation throughout this complaint.

I also attempted to contact SK Gaming Australia, as you suggested. Unfortunately, I was not successful there either, as I did not receive any response to my inquiry.

Additionally, during my review I noticed something else that I believe is worth mentioning. Both FaFa29 Casino and the organization you referred me to, SK Gaming Australia, present themselves as being associated with a Gaming Curaçao licence. However, the former Gaming Curaçao licensing framework has not been valid for quite some time. Relying on outdated or no longer valid licensing claims significantly undermines the credibility of both the casino and any third party claiming to oversee or mediate disputes on its behalf. Unfortunately, this further reduced my confidence that I would be able to obtain any meaningful cooperation in this case.

Unfortunately, despite my attempts to contact the casino through multiple channels, as well as my attempt to reach SK Gaming Australia, I have not been able to establish any meaningful communication with the relevant parties. Without the casino's cooperation or any independent authority willing to engage with the case, I have no practical way to investigate the matter further or assist you in recovering your funds.

For this reason, I will now close this complaint as unresolved. This outcome will negatively affect the casino's Safety Index rating on Casino Guru and will serve as a warning to other players. Should the casino decide to cooperate in the future and provide the necessary information, the complaint can be reopened.

I am sorry that I could not bring you a better outcome in this case.

As a final recommendation, I encourage you to be particularly cautious when choosing online casinos in the future. Before depositing, it is always worth checking whether a casino holds a legitimate, verifiable license and what its reputation is. On Casino Guru, you can find detailed reviews, Safety Index ratings, complaint histories, and other useful information that can help you avoid casinos of this type.

I wish you better luck with your future gaming experiences.

Samuel

Casino Guru