Suomikasino Casino - La participación del jugador en el torneo ha sido bloqueada injustamente.

Dear,

I am writing to formally raise a complaint regarding Suomikasino, where I have been a long-standing, verified customer.

Recently, I experienced what I believe to be a serious violation of my rights as a player.

I was an active participant in a tournament promoted directly to me by the casino. After losing my loyalty bonus, I continued playing using my own deposited funds.

I spent considerable time and effort competing, playing day and night, and I was clearly in the lead. The first prize of the tournament was €1600.

Over the course of the tournament, I deposited and lost over €1200. I was therefore expecting at least a partial return based on my position.

At this point I have over 50 000 points on tournament, which basically means over 2000 wins over 15x, you can imagine how hard is to get that.

However, I was suddenly and without warning removed from the tournament. No reason was given, and no prior notice was provided.

This action appears arbitrary and unfair — especially considering that the tournament was actively promoted by the casino and that I had heavily invested in it.

Following this, I was also blocked from accessing the casino's support chat, making it impossible for me to resolve the issue directly with them.

This situation raises serious concerns regarding:

Transparency and fairness in promotional campaigns

Unilateral exclusion of a verified player without explanation

Blocking communication channels, denying my right to raise concerns

Possible breach of responsible gambling and fair play regulations

I request a thorough investigation into this matter and urge you to take the necessary steps to ensure that licensed operators uphold the standards expected of them. I am happy to provide screenshots, deposit records, or any other relevant documentation to support my case.

Thank you for your attention.

Sincerely,

T***** S******

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Dear Tommero,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Suomikasino Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share the link for the tournament with terms and conditions included, please?
• How long have you been a player at this casino, please?
• Could you please forward all communications you have had with this casino regarding this matter to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Dear Katarina,

I have respond you by email.

Br,T*****

Thank you very much, Tommero, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 Tommero,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Suomikasino Casino to join the conversation.

Dear Suomikasino Casino,

Could you please clarify why the player was removed from the tournament? According to the player, no reason or prior notice was provided from your side regarding this decision, which does not appear to align with fair practice principles.

If there are any factors influencing this decision that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

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.

I’m not sure whether this was the intended outcome, but ever since I raised my concerns and opened a complaint about their actions, I have now been removed from all tournaments and VIP programs across their sister casinos: Nopeampi.com, GetLucky.com, and Galaksino.com.

As a result, I have lost benefits potentially worth hundreds, if not thousands of euros—this includes the deactivation of loyalty shop points accumulated through gameplay.

This development feels deeply unfair and disheartening. I attempted to resolve a legitimate issue in good faith, but instead of a constructive response, the situation has only deteriorated. It now seems that seeking transparency or fairness has led to punitive measures, which raises serious concerns about the operators' intentions and integrity.

Surely, this cannot be aligned with Casino Guru’s principles either?

Dear Tommero,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 eCOGRA – an alternative dispute resolution service (ADR For Online Gambling | eCOGRA Complaints) and submit a complaint to them via the online form or via email at info@ecogra.org. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority (MGA) itself (Lodge a Complaint - Malta Gaming Authority). Please let me know how the ADR or MGA responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru