MENACE.com Casino - A conta do jogador foi encerrada e os ganhos confiscados.

Hello,

I would like to report Menace Casino for unjustly confiscating my balance of $2,807 USD and permanently closing my account without valid grounds.  

I deposited $1,500 USD (5249 TRX cryptocurrency) on 5 December 2025 (UTC+1) (see deposit attachment) and played standard baccarat, placing bets valued at several hundred dollars. I did not use bonuses, bots, external tools, or any prohibited strategies. My gameplay was entirely manual and fully compliant with the casino’s Terms & Conditions.  

On 5 December 2025 at approximately 23:00 UTC+1, I requested a TRX withdrawal for the full balance of $2,807 USD. The withdrawal remained pending for an unusually long time, so I contacted support twice. Both times, the agents informed me that the withdrawal was undergoing a routine review, that there was nothing to worry about, and that it would be processed once cleared. I was never asked to complete KYC verification.  

However, on 6 December 2025 at 14:02 UTC+1, I received an email from Menace Casino stating that my account was permanently closed, my withdrawal cancelled, and my entire balance confiscated. They accused me of violating Terms 9.1.3, 9.1.4, and 9.1.5, alleging cheating, fraud, use of bots, or unfair advantage. I categorically deny these claims. The casino has provided no evidence whatsoever to justify such accusations.  

(Email attached: Gmail - Menace.com - Final Decision)  

This appears to be an unjustified and fraudulent confiscation of legitimate winnings. I respectfully request AskGamblers’ assistance in ensuring that Menace Casino releases my rightful withdrawal of $2,807 USD.  

I demand to receive my balance.

Thank you for your support. 

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Stay safe.

Dear beast2025,

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.  

• How long have you been a player at this casino, please?  
• Did you pass the verification before you lost access to the account?  
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,  

Katarina

Dear beast2025,

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.

Hello, I am sending you the relevant information.

I have joined the casino recently in the beginning of December. Made in total 3 deposits with the last one being the most substantial - it was about 1.5k USD. When i tried to withdraw 2.8k usd they denied it and banned my account. I will be sending you the screenshots to your email.

Hello beast2025,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear beast2025,

thank you for your response and emails.

I have discussed your case with my colleagues, and after careful consideration, we have concluded that the casino acted within its rights. The casino has provided a report from the game provider confirming a breach of the terms and conditions, and the available information indicates that opposite betting did occur.

Given these circumstances, our ability to proceed further is limited. Even if we were to confront the casino, they would rely on the game provider’s report to support their position, and we would not have sufficient grounds to successfully challenge their decision.

For these reasons, we regret to inform you that we are unable to assist further with this complaint.

We understand that this decision may be disappointing. We regret that we are unable to offer further assistance at this time. If you require clarification or believe additional review is warranted, please contact the Comoros regulator (AOFA) directly. To submit a complaint, please visit the casino's website, locate the Comoros stamp, and click on it. You will be presented with a button "Submit a complaint". We also suggest reviewing our article on submitting complaints to the regulator for guidance.

I am sorry I could not have been of more help.