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Withdrawal cancelled and winnings confiscated without explanation

I am submitting this complaint because I believe my winnings were unfairly confiscated.

I registered with PiratePots using my real personal information and selected Sweden as my country of residence. My account was successfully verified and approved by the casino.

I deposited €27 of my own money. I did not claim or use any bonus or promotion.

I played using my own mobile phone while connected to my home Wi-Fi. I did not use a VPN, proxy, or any software to hide my location or IP address. I did not submit forged documents, abuse bonuses, or engage in any fraudulent or unlawful activity.

After playing, my balance reached €338.89. When I requested a withdrawal, the casino cancelled it and confiscated €311.89, leaving only my original €27 deposit in my account.

The casino sent me an email referring to several possible violations of their Terms & Conditions, including VPN use, forged documents, bonus abuse, and fraudulent activity. However, they never told me which specific allegation applies to my case.

I contacted both customer support by email and live chat several times and asked them:

Which rule I allegedly violated.

What evidence they have.

Why my winnings were confiscated.

They refused to provide any details and only replied that their decision was final and that they could not provide any further information.

I believe this is unfair because:

I used only my own deposited funds.

I never claimed a bonus.

My account was verified and approved.

The casino accepted my registration with my real Swedish details.

They still allow me to access my account, despite claiming I committed serious violations.

I respectfully ask Casino Guru to investigate this case and ask the casino to provide evidence supporting their allegations or return my confiscated winnings of €311.89.

Thank you for your assistance.

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.

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Dear Mircan86,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your reply.

This is not a delayed withdrawal case.

The casino has already cancelled my withdrawal and confiscated €311.89 from my balance. They informed me by email that the confiscation is final and have refused to provide any evidence or explain which specific rule I allegedly violated.

My account was fully verified, I deposited only my own money (€27), I did not claim any bonus, and I have not used a VPN or engaged in any fraudulent activity.

The casino has confirmed that their decision is final, so there is no pending withdrawal to wait for. I would therefore appreciate it if my complaint could be reviewed as a confiscation dispute rather than a delayed withdrawal.

The casino has now confirmed for the third time that their decision is final. However, they continue to refuse to identify which specific rule I allegedly violated or provide any evidence supporting the confiscation of my winnings. Every reply I receive is a generic statement referring to their Terms and Conditions without addressing my questions. I respectfully ask Casino Guru to request this information from the casino, as I have been unable to obtain it myself despite multiple attempts.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mircan86,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla