NANOGAMES.IO Casino - Los fondos del jugador se confiscan después del cierre de la cuenta.

Dear Casino Guru Team,

I am submitting this complaint regarding NanoGames, a crypto casino platform where I was previously a registered user. Several months ago, I closed my account and self-excluded due to gambling-related concerns. I believed the account was permanently closed and inaccessible.

on 14 July accidentally made two deposits to the same wallet address that had been associated with my old NanoGames account as it was in my saved addresses and I clicked on that instead of the address I intended to send my crypto to. I did not realize that the address was still active or capable of receiving deposits. Despite my self-exclusion and account closure, NanoGames accepted the funds. I contacted their support immediately to explain the mistake and ask for the funds to be returned.

Their support team refused, stating that they do not assist with accidental transactions and that users are responsible for checking account status before depositing. I find this response both unethical and irresponsible. These deposits were made after I had self-excluded, and the account was closed. NanoGames still controls the wallet where my funds were received, and they have the technical ability to return the funds, yet they are choosing not to.

I am not requesting the return of any winnings — only a refund of my own money, which should not have been accepted under a self-excluded account in the first place. This is not a matter of poor decision-making on my part; it is a clear failure on their part to properly block deposit activity for a user who is supposed to be excluded.

I respectfully ask for your help in mediating this issue and urging NanoGames to return the funds that were wrongly accepted. Thank you for your time and support.

thankyou.

[removed by Casino.Guru admin]

Hello,

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

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

• Could you please share with me the transaction hash of the 2 accidental deposits so we may independently verify the transactions?
• Could you please share a transaction hash of any previous successful transaction made when your account was still active?
• Have you removed the casino's address from your saved list as a precaution?
• Could you please share the communication between you and the casino discussing the incident? Send emails exchanged or chat transcripts to my email at tomas@casino.guru

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

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Thank you for your patience, and stay safe.

Thank you very much 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 Danwi590,

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 NANOGAMES.IO Casino representative to join this conversation and participate in resolving this complaint.

Dear NANOGAMES.IO 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.

Hi I have made countless attempts to contact them, they are just ignoring my messages now, can we make sure this is public and people know they are more than willing to steal your money when placing money into an account on their website. This is extremely unjust and unfair and it is a lot of money that they are just simply refusing to send back to me.

thankyou

Dear Danwi590,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru