Casino Universe - La cuenta del jugador se cerró después de ganar.

On October 15, 2024, I won money at the casino. A couple of days after the event, I went to check my withdrawal only to find that my account had been closed.

I went to ask about it in the chat. They replied that my account was under investigation. From time to time, I have checked the status. Almost two weeks have passed, and I still haven't received any updates on the situation. I offered to send them any documents they might need. The chat support has not addressed this issue, and my messages seem to have been of no use. I have read all the bonus terms and rules while playing, so I am aware of them and have followed the casino's rules while playing.

15.10.2024 olen voittanut kasinolla rahaa. Pari päivää tapahtuman jälkeen menin katsomaan kotiutustani niin tilini oli suljettu.

Kävin kysymässä chatistä tapahtuneesta. Vastasivat minulle, että tilini on tutkinnan alla. Olen silloin tällöin käynyt kysymässä tilannetta. On kulunut lähes 2vk jo ja mitään tilanteen päivitystä ei ole vieläkään tullut. Olen ehdottanut, että voisin lähettää dokumentteja heille mitä tarvitsisi. Chatti ei ole ottanut asiaan kantaa eikä viesteilläni ole ollut mitään virkaa. Olen lukenut pelatessani kaikki bonussäännöt yms. Joten olen ollut tietoinen säännöistä ja olen pelatessani noudattanut kasinon sääntöjä.

Dear Gamess,

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. 

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?

Could you please share your communication with the casino regarding the investigation? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

This was my first time playing at this casino. So the first repatriation.

Before playing, I sent documents in the Kyc confirmation section of the casino, some were still waiting for approval.

I collected my winnings with an active bonus, I completed a rollover. My bonuses showed the recycling amount, which I followed, and when the recycling was full, this Bonus was removed and the bonus money was transferred to my own balance.

Tämä oli minun ensimmäinen pelikerta tällä kasinolla. Joten ensimmäinen kotiutus.

Lähetin ennen pelaamistani dokumentteja kasinon Kyc vahvistus kohdassa, osa oli jäänyt odottamaan hyväksyntää.

Keräsin voittoni aktiivisen bonuksen kanssa, sain suoritettua kierrätyksen. Bonuksissani näkyi kierrätys määrä mitä noudatin ja kun kierrätys tuli täyteen poistui tämä Bonus ja bonusrahaa siirtyi omaan saldooni.

Dear Gamess, do you have any updates regarding the investigation, please?

I have sent them an email. Above is a picture of it, there is no other situation update at the moment. The casino's chat does not take a stand when you ask about the incident or account investigation.

Olen lähettänyt heille sähköpostissa viestiä. Ylä puolella kuva siitä, muuta tilanne päivitystä ei ole tällä hetkellä. Casinon chatti ei ota kantaa mihinkään, kun sieltä on kysynyt tapahtuneesta tai tilin tutkinnasta.

The latest situation update

Uusin tilanne päivitys

Dear Gamess, was the investigation completed last week as mentioned in the screenshot?

It has not been completed and no new information has been received regarding the investigation.

Ei ole valmistunut eikä mitään uutta tietoa ole tullut tutkintaan liittyen.

Latest situation update

Viimeisin tilanne päivitys

Dear Gamess, please provide an update by the end of the week.

Dear Gamess, am I correct in understanding that your casino account was blocked, but they will still pay your winnings?

that's how I understood it too, but I'll find out when the money comes into the account. Yes my account has been blocked!

Dear Gamess, do you have any updates on the amount to be returned to you?

They refunded me €100, so I didn't get my winnings.

He palauttivat minulle 100€, joten en saanut voittajani.

Thank you very much, Gamess, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, Gamess!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

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.

We are extending the timer as it seems like we are beginning to establish the contact with the casino.

We are in an ongoing conversation with the casino, so I am prolonging the timer for 7 more days.

Gamess, thank you for your patience!

Hello Gamess,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Gamess,

I am sorry for the long wait, but we still have not received the required information from the casino. They have requested further evidence from the platform provider, but, given the holidays season I guess, there are delays at all stages of communication. I ask you once more to extend your patience as I extend this timer for 7 more days.

Hello Gamess,

I have received an information from the casino representative that your account was blocked under the MGA license in all casinos under this owner/platform. For some reason, you were allowed to play and have accumulated winnings which were then confiscated. I still not quite fully understand the reason for the block and the mechanism of it, but I was told that you should write to the casino support and they will connect you to the Softswiss platform support which should help you with your problem or at least just give an explanation. As I cannot see any other way of dealing with this for now, please, do as mentioned in the previous sentence and let me know as soon as you will learn anything new.

Can I send pictures of the conversation between me and the casino by email when I can't send them here?

They told me that there is no such support.

Voinko lähettää sähköpostissa kuvat minun ja kasinon välisestä keskustelusta, kun en saa tässä lähetettyä.

Kertoivat sieltä minulle, että ei ole olemassa sellaista tukea.

Gamess, please, send all communication between you and the casino and you and the softswiss to my e-mail: pavel.k@casino.guru

Gamess, have you received any news from the casino yet? They should have contacted you last week.

They haven't contacted me at all.

Eivät ole ottaneet yhdeyttä lainkaan.

We need just a little bit more time to make our decision and to try to push the casino to give us more info.

Hello, Gamess!

Unfortunately, I must tell you that we must close this complaint as unresolved. After our multiple attempts to learn of what you are accused, we received only vague explanations and contradictory information along with the request to send you to the casino support and promises that you will be contacted. Such behavior is unacceptable to us and this complaint should have been closed as unresolved long time ago. There will be a decrease in the Safety Index which, I hope, will make the casino to dedicate more time and attention to this case.

For now, I can only recommend you to open a complaint with an ADR (https://casinoreviews.com/), but do not expect much from that website. The next option is to lodge a complaint directly with the casino regulator - MGA (https://www.mga.org.mt/player-hub/lodge-a-complaint/), which should be more helpful. If you decide to do so, please, let me know by sending the confirmation that your complaint has been accepted to my e-mail: pavel.k@casino.guru.

I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru Team