MYBC.game Casino - A conta do jogador foi encerrada e os ganhos retidos.

Hello, I registered there on February 13th and received an offer of 100 free spins with no wagering requirements and no deposit, see screenshot. I accepted the offer and subsequently had 43 USD (37 Euros) in real money credit. Yesterday, I made my first deposit of 55 USD and received a bonus that was completely different from the offer I received from them yesterday. I then wanted to cancel the bonus, as it's not possible to do so myself. I told the support team in the chat that after the cancellation, I should have 98 USD and would like to continue playing with that amount without wagering requirements. After all, before my 55 USD deposit, I had 43 USD in real money. The unfriendly support representative then told me that such a thing didn't exist, that the money I had before my deposit wasn't real money. But it definitely was, as you can see from the offer in the email from February: 100 free spins with no deposit, no wagering requirements, and winnings were real money.

Now he has blocked my account and only refunded my deposit; my free spin winnings of 43 USD, which were definitely real money, were simply withheld.

Another disreputable new casino that uses fraudulent methods.

I hope someone can help me here.

Hallo, ich hatte mich am 13. Februar dort registriert und bekam als Angebot, 100 Freespins ohne Umsatz und ohne Einzahlung, siehe Screenshot. Habe ich in Anspruch genommen und anschließend 43 usdt (37 Euro) Echtgeldguthaben gehabt. Gestern habe ich dann zum ersten Mal eingezahlt, 55 USDT und bekam einen Bonus, der ganz anders war als das Angebot, was ich von denen gestern erhalten hatte. Daraufhin wollte ich den Bonus stornieren lassen, da man es selber nicht kann. Ich habe ihm im Chat gesagt, dass ich nach der Stornierung also 98 USDT haben müsste und damit dann gerne weiterspielen würde ohne Umsatzbedingungen. Denn vor meiner 55 USDT Einzahlung hatte ich ja 43 USDT Echtgeld. Daraufhin meinte der unfreundliche Support, so etwas gibt es nicht, das Geld was ich vor meiner Einzahlung hatte, wäre kein Echtgeld gewesen. War es aber definitiv, sieht man ja auch an dem Angebot aus der Email vom Februar, 100 Freespins ohne Einzahlung, ohne Umsatz, Gewinne also Echtgeld.

Jetzt hat er meinen Account gesperrt und lediglich meine Einzahlung zurückerstattet, meinen Freespin Gewinn von 43 Usdt, der definitiv Echtgeld war, wurde einfach einbehalten.

Ein weiteres unseriöse neues Casino, was mit betrügerischen Methoden arbeitet.

Ich hoffe mir kann hier geholfen werden.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the full, uncropped promotional offer you received from the casino on 13 February? My email address is veronika.f@casino.guru.
• Did you save any screenshots showing that the winnings from the free spins were transferred to your real-money balance?
• Did you try to withdraw your winnings in February after you finished playing with the free spins?
• Additionally, could you please send me any screenshots or transcripts of your conversations with customer support regarding the cancellation of your deposit bonus and your previous winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I sent you the email from February 13th. Unfortunately, I can't send you any transcripts of our conversations, as I only communicated with them via live chat. The winnings from my free spins were definitely real money, just as advertised in the email. Unfortunately, I didn't take a screenshot. And now I no longer have access to my account.

Hallo, ich habe Ihnen die Email vom 13. Februar zugeschickt. Leider kann ich Ihnen keine Protokolle mit denen zusenden, da ich ausschließlich via Livechat mit denen kommunizierte. Die Gewinne aus meinen Freespins waren definitiv Echtgeld, so wie es auch in der Email angeboten wurde. Leider habe ich keinen Screenshot gemacht. Und jetzt habe ich keinen Zugriff mehr auf mein Konto.

Dear AK1982888

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, Martina (martina.b@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,

Veronika

Dear AK1982888,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MYBC.game Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

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.

Dear AK1982888,

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 ADR – an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) 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 Anjouan Gaming Authority itself.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.