Karhubet Casino - Las ganancias del jugador fueron confiscadas.

I have played at this casino with my own money without any bonuses. I made a deposit (€25) and won a total of €975 while playing. When I made a withdrawal request, the casino put the withdrawal on "review" and the payment has not been made within the promised time.

Later, the casino voided my winnings/refused to pay them, vaguely citing an audit or rules that were not clearly identified. I have not broken the casino's rules, I have not used any bonuses, and I have not received a reasonable explanation for the voiding of my winnings.

I have contacted customer service several times, but I only get general responses like "the payment department is looking into this", with no timeline or concrete reason. I feel like I am being unnecessarily delayed and that my winnings have been voided without a legitimate reason.

I am asking for help to determine whether the casino's operations are in accordance with the rules and fair play, and whether I am entitled to the €975 I won.

Olen pelannut kyseisellä kasinolla omalla rahalla ilman bonuksia. Tein talletuksen (25 €) ja voitin pelaamalla yhteensä 975 €. Kun tein kotiutuspyynnön, kasino asetti noston "tarkastukseen", eikä maksua ole suoritettu luvatussa ajassa.

Myöhemmin kasino mitätöi voittoni / kieltäytyi maksamasta niitä vedoten epämääräisesti tarkastukseen tai sääntöihin, joita ei ole yksilöity selkeästi. En ole rikkonut kasinon sääntöjä, en ole käyttänyt bonuksia, enkä ole saanut perusteltua selitystä voittojen mitätöinnille.

Olen ollut yhteydessä asiakaspalveluun useaan otteeseen, mutta saan vain yleisiä vastauksia kuten "maksuosasto tarkistaa asiaa", ilman aikataulua tai konkreettista syytä. Koen, että minua viivytellään perusteettomasti ja että voitot on mitätöity ilman oikeutettua syytä.

Pyydän apua sen selvittämiseksi, onko kasinon toiminta sääntöjen ja reilun pelin mukaista, ja onko minulla oikeus saada voittamani 975 €.

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.

Dear Jenspali,

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 that I can fully understand the situation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Hello,

I did not complete the Kyc process because it was never requested by the casino.

It's possible, but I highly doubt that someone else would have used the same IP.

and I didn't use the bonus at all.

Hei,

en suorittanut Kyc-prosessia sillä sitä ei pyydetty ikinä kasinon toimesta.

on mahdollista, mutta epäilen vahvasti että jokin muu olisi käyttänyt samaa ip:tä

ja en käyttänyt lainkaan bonusta.

Hello Jenspali,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please explain in more detail how it's possible that someone from your household also created an account here? How many people from your household have an account at this casino?

That's not possible. They won't prove that to me and I know the claim is false that someone in the same household would also have an account. That's their scam

Ei se olekkaan mahdollista. He eivät todista kyseistä asiaa minulle ja tiedän väitteen olevan väärä, että jollakin samassa taloudessa olisi myös tili. Se on heidän huijaus

What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?

Slots. Will I ever see my winnings?

Kolikkopelejä. Tulenko koskaan näkemään voittoani?

Dear Jenspali

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, Michal (michal.k@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

I have screenshots of the situations if you want to see them, I'd be happy to send them to your email. I really want the situation to be resolved.

Minulla on näyttökuvia todisteeka tilanteista mikäli haluatte niitä katsoa, lähetän kyllä ilomielin vaikka sähköpostiinne. Haluan todella että tilanne ratkeaa.

Hello Jenspali,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

In the meantime, if you have any new evidence or communication with the casino team that might be helpful, please forward it to me at michal.k@casino.guru

I would like to invite Karhubet Casino to join the conversation.

Dear Karhubet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 Jenspali,

I have contacted Karhubet Casino and received their reply; however, it was not quite the response I anticipated or wished for.

While we always aim to find a resolution on our forum, there can be specific limitations to what we can accomplish in certain situations.

I have received the following response:

Hi Michal,

​

We hope you are well.

Following a thorough review of the account, we would like to inform that the winnings of the player have been forfeited, the initial deposit has been refunded, and the account has been closed due to a same household registration, in accordance with our Terms and Conditions (Section 4.3).

As outlined in our Terms and Conditions: karhubet.com - casino and slot games on the go. 

"Holding multiple accounts being registered or used by you or by anyone from the same family or living in the same household and/or across multiple devices is strictly prohibited. The Company shall not be responsible in any way for preventing the registration of multiple accounts, but can take action, including retaining all monies in such accounts as well as any related Winnings, against any person opening multiple accounts, including but not limited to situations where accounts are registered from the same household, regardless of the registration details provided at the time of opening such accounts. Any and all bonuses and free bets accrued using such multiple accounts shall be voided and removed."

This action has been taken in line with our compliance and security policies to ensure fair usage of the platform and adherence to our Terms and Conditions.

We sincerely apologize for any inconvenience this may cause and appreciate your understanding. If you have any questions or require further clarification, please do not hesitate to contact us.

Kind regards,

Marisol

Karhubet

I have asked for the supporting information and evidence regarding their claims, and I received this reply.

Dear Michal,

Thank you for your message.

We would like to clarify that the confiscation in question was related to the registration of multiple accounts from the same household, which is a direct violation of our Terms and Conditions.

However, due to data protection regulations (GDPR), we are unable to provide supporting evidence that contains personal details of other players. This measure is in place to protect the privacy and confidentiality of all account holders.

We appreciate your understanding regarding this matter and remain available should you require any further clarification within these guidelines.

Kind regards,

Olga

Karhubet

Although this certainly is not the response I had anticipated, we cannot fault the casino for following their privacy policy and their compliance with GDPR regulations.

Nevertheless, Karhubet Casino does have a designated Alternative Dispute Resolution ("ADR") service - eCOGRA Limited.

eCOGRA is a third-party organisation offering independent adjudication in relation to betting and gaming disputes; thus, I recommend that you submit a Claims Form at ADR For Online Gambling | eCOGRA Complaints. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Upon receiving your confirmation regarding the submission of the complaint, I will proceed to temporarily close the case as we await the regulator's decision.

This may not be the ideal course of action, but it reflects the current possibilities.

Please let me know how you want to move forward.

Okay, so should I contact eCOGRA?

Can they help me? Can you also participate in the discussion/give them your opinions?

Okei eli otanko yhteyttä eCOGRAAN?

voivatko he auttaa minua? Pystyttekö te osallustumaan myös keskusteluun/mielipiteiden antoon heille?

Dear Jenspali,

You, as the individual who has a dispute with Karhubet Casino, must submit a complaint to eCOGRA yourself. We cannot do this for you; we can only provide assistance within our own complaint forum.

Since eCOGRA is an independent ADR service, we cannot get involved. They have their own procedures for processing player disputes as an independent dispute mediator. We have absolutely no means or entitlement to get involved in their process.

For more information on how to formulate your request, you might find our article How to submit a complaint to a regulator | Casino Guru helpful.

I sincerely hope that eCOGRA will be able to assess your case favorably. As the designated Alternative Dispute Resolution (ADR) service for Karhubet Casino, they are entitled to request and receive all relevant information and evidence from the casino to conduct their review.

Unfortunately, beyond this point, there is little else we can do to assist further in this matter.

Please keep me informed and forward any confirmation you receive regarding the submission of your complaint to eCOGRA.

Ok, thanks for trying to make fun of Karhubet's win annulment decision.

thanks,

I will contact eCogra immediately.

Ok, kiitos kuitenkin kun yritette jeesata Karhubetin voiton mitätöinnin ratkaisun kanssa.

kiitos,

otan yhteyttä eCograan välittömästi.

Dear Jenspali,

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.

Ok, thanks for trying to make fun of Karhubet's win annulment decision.

thanks,

I will contact eCogra immediately.

Ok, kiitos kuitenkin kun yritette jeesata Karhubetin voiton mitätöinnin ratkaisun kanssa.

kiitos,

otan yhteyttä eCograan välittömästi.

Dear Jenspali,

Please let me know once you have completed this step and share the evidence of your complaint submission to eCOGRA with me at michal.k@casino.guru. This will help me keep track of the situation and follow up as needed.

Yes, I contacted ecogra and sent all the photo evidence that I have sent you to the email. Now I am waiting for their response.

Joo otin ecograan yhteyttä ja lähetib kaikki kuvatodisteet mitä olen sinullekkin lähettänyt sähköpostiin. Nyt odottelen heidän vastausta

Dear Jenspali,

I have received only one email from you dated 23. 2. 2026, but alongside multiple livechat and email screenshots with the casino, there is no communication with eCOGRA attached.

Please share the evidence of your complaint submission to eCOGRA with me at michal.k@casino.guru.

I sent you an email.

Laitoin sinulle sähköpostia.

Dear Jenspali,

Thank you for your email dated March 20, 2026. However, it did not include the confirmation I requested. I responded to you on the same day and am looking forward to your prompt reply.

Can I have a longer response time? I don't feel like commenting at all in the time given now.

saanko pidemmän vastaus ajan, en kerkeä kommentoimaan nyt annetussa ajassa lainkaan.

Dear Jenspali,

As this case has now exceeded our area of competence, we regret to inform you that we cannot keep it open any longer.

The case can be concluded in one of two ways: if you are unable to provide confirmation that you have escalated your case to the designated Alternative Dispute Resolution (ADR), I will have to close it as rejected. Alternatively, if you can provide confirmation of your escalation, I will proceed to close this case as Unresolved - Waiting for the regulator's decision.

Please understand that we handle over 1,200 cases each month, and it is essential for us to allocate our resources effectively. Keeping a case open without any meaningful progress is unfortunately not feasible.

I kindly request your prompt attention to this matter.

Thank you for your understanding.

Dear Jenspali,

We are extending the timer by 2 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.

Dear Jenspali,

We regret to inform you that, as we have not received confirmation that you submitted a complaint to the casino’s official ADR, eCOGRA, we must close this case as rejected for now. At this stage, we are unfortunately unable to provide further assistance. Although we would have preferred to handle your case through our complaint forum, the casino’s privacy policy and applicable regulations prevent them from sharing the necessary information and evidence with us.

Since all available avenues of our assistance have been exhausted and you have already been advised on how to escalate the matter further, we no longer have sufficient grounds to keep the complaint open.

Thank you for your understanding, and we sincerely wish you success in resolving this matter through other channels.

Best regards,

Michal

Casino Guru