Quacksino Casino - A retirada do jogador foi confiscada.

At quacksino, I took advantage of the welcome bonus. I lost the first 3 bonuses and on the fourth bonus, everything was on my side. On two slots together I won about €6000. After playing around the wagering requirements (€18,000), I was left with a €5350 balance. According to the terms and services, you were allowed to win a maximum of €5000. Of course I respect that.

I had therefore paid out €2000 so they could round up my balance to €5000.

After waiting for several days and having to provide KYC first, they cancelled my payout and removed all funds in my accounts except the €150 deposit.

I did not break a T&C. I did not play higher than the maximum bet. I did not play on low stakes. I neatly played around the full wager requirements.

The casino did not let me know anything else.

Hopefully you can assist me in recovering my fair won funds.

Dear TB888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Quacksino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you received any communication from the casino regarding the confiscation of your winnings?
• Have you contacted support and asked for an explanation? What response have you received?
• Have you passed account verification in the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning Tomas,

Thank you very much for picking up this ticket.

Yes, my account is still accessible. My last deposit is the only amount currently on my balance.

No communication at all. I have asked support 24 hours ago for a explanation but no response yet. Will share with your whenever I get a response.

I received an e-mail regarding "proof of address", uploaded a document and it seems to have a pending status. They didn't ask for my Id/Passport yet.

When I have any more information or e-mail contact with them I will share with your here or by e-mail.

Kind regards,

Nicky *****

Good afternoon,

Still no response whatsoever from quacksino. They completely ignore me.

Kind regards,

Nicky *****

Thanks for the explanation.

Please forward any recent exchange between you and the casino regarding the payout, verification, or confiscation of your winnings.

Send this information to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear TB888,

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.

Good afternoon,

Still no response from quacksino whatsoever. They just ignore me.

Resume: Never received an email about the confiscated funds. No reaction on e-mails I have sent to support.

Also I can't login anymore, since today? Get the error: message_undefined.

My originele deposited funds were still on my balance. I didn't touch it to await your actions.

Kind regards,

Nick

Thank you very much, TB888, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear TB888,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Quacksino Casino representative to join this conversation and participate in resolving this complaint.

Dear Quacksino Casino,

Could you comment on the situation?

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 TB888,

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 Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru