Ovitoons Casino - Выигрыш игрока конфискован.

Deposited 75€ on 2021-12-31 with 200% bonus 20x wagering requirement. Got through the wager and ended up with 2000€.

Made a withdrawal request on 2021-01-01 of 2x 1000€. After this I got my account fully verified after submitting my documents.

On 2022-01-12 they cancelled my withdrawals and confiscated the funds. I of course asked them about this since they did not send me any emails or notify me in any way about the situation. They said to me in the live-chat that I have played some prohibited games like jackpot games, which I do not have done.

Now I know the terms and conditions of this bonus and the games I can play with the bonus balance and I have not played any of those prohibited slots. I also asked which slot I have played then, but they did not answer me.

There is no gaming logs available at their site to see which slots I have played, but I have played at their site with a bonus before and on other Mirage corps other sites enough to know the bonus terms.

That being said I would like Ovitoons to return my money they took and let me withdraw it.

Dear bledi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you specify which bonus have you activated? You can post the bonus link here when replying.

Do I understand correctly that you have no access to your game history in the account? Have you tried contacting the casino and asking them to send it to you? If not, I would recommend you to do so as soon as possible and then, please, forward it to me.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Photos of the email promo:

I will send an email to the casino and ask for my casino history.

Also to add some information, they added some random bonus to my account + the 75€ deposit after they confiscated the 2000€. Not sure whats up with that. Do they think that makes it OK? Hope we get this sorted.

Thanks.

I do not have access to my game history but have sent an email to Ovitoons and asked for it.

Thank you very much for your reply, bledi. So let's wait for a few more days and hopefully the casino will provide you with the game history soon. If not, we will intervene. Thank you in advance.

Hello,

Ovitoons casino got back to me. The answer was similar as it was in their live chat. They are not sharing my game history with me nor do they tell me what prohibited slots I have allegedly played. And yes I did not play "Jack Hammer" slot or any jackpot slots in that regard.

Thank you very much bledi for your cooperation so far. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello bledi!

From now on, I will take care of your complaint. In order to proceed I'd like to invite representatives of Ovitoons Casino into this complaint to provide us with an explanation and help by participating on the resolution.

We would like to ask Ovitoons 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.