ArcticWin Casino - Un jugador denuncia que el casino le confiscó los fondos.

Casino stole money from me with no reason stated no dispute resolution no customer service fake email address for support literally no response or accountability it's a chat bot that refuses to connect you to anyone they should be shut down as they dont follow their liscensers regulations

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.

• Have you accumulated your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
• Could you please specify how much money the casino confiscated from you?
• Have you received any response from the casino regarding the reason for the confiscation of your 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

Yes I've submitted all kyc documents the winnings were through a sign up bonus which I read all terms and conditions thoroughly and played by said terms completing my playthough amount this money was won well after the bonus and playthrough was complete they had already removed money's to satisfy the maximum winnings allowed in the bonus and had no reason and gave no reason at all for taking the entirety of the funds in my account and leaving it at 0.00 may I remind you I had already completed the conditions of the bonus and the casino had already removed anything over the max allowed winnings the casino has not responded at all to email or their live chat all is documented even when I threatened legal action the exact amount they stole was 790.25 no reason stated just states manual adjustment

• Please forward the emails or screenshots of your chat conversations showing your attempts to communicate with the casino after your winnings were confiscated to veronika.f@casino.guru.
• Have you played any other games besides Big Bass Splash while your bonus was active?
• Did you ensure that you did not place any bets exceeding the maximum allowed bet limit during bonus play?

Dear FROZENKARTEL,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru