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This company is a freaking scam! They had closed down my account without any verifications mentioning that I have more than one account which I do not. I have deposited $300myr for my first deposit and managed to bet and win till $2800 myr. Therefore I chose to withdraw

Then I have received an email saying that my account will be closed down permanently and winnings will be confiscated. A freaking scam company till now I'm unable to get my money back

Dear kcbaby,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela ,

Yes as we stay together we might have the same IP Address. The person whose account that was permanently closed down is my friend's.

For the winnings it was accumulated with the active bonus. My friend had deposited $100 sgd and receive another $100 sgd as a bonus.

My friend's account was also successfully verified. It was his first time depositing today and they closed down his account without any personal verifications which is ridiculous and confiscated a sum of $915.04 SGD.

Just because the IP Address is the same, so those who are staying together can't even bet? Even when my friend contacted live support they kept repeating that decision is final.

My friend deposited $100 of his hard earned money and bet for hours to get to $915.04 and they can just close down an account just and when they like just because the IP address might be the same.

Such an unpleasant and disturbing experience. They can just take consumer's money as and when they like without PROPER VERIFICATIONS and procedure

Dear Petronela

Think it's not considered as a active bonus already as my friend has hit over the $5000 turnover. This picture attached is roughly how it looked like. As after you hit $5000 wagered then you can request for withdrawal

The balance left for profit was $915.04

Dera kcbaby,

Thank you for the clarification. Could you please provide more information about your account (not about your friend's account)? Have you completed the account verification in the past? Were your winnings accumulated with or without an active bonus, please?

Dear kcbaby,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.