Bet Ninja Casino - Выигрыш игрока конфискован.

I played my second welcome bonus and made a withdrawal but it did not go through. I got an email saying:

Hello Tuisku,

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We have confiscated the winnings of 176 EUR because we have reasons to believe you are abusing our bonus promotion.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Has the casino blocked your account as a result of the accusations?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
• Could you please specify the amount you deposited in order to activate the bonus?
• Could you please describe in your own words your gameplay of the second welcome deposit bonus?
• Could you please share with me your communication with the casino regarding the issue? Make sure the sender and recipient are identifiable. Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

No they have not blocked my account, i played slot games, i deposited 180€, i wagered the bonus until there was 176€ withdrawable money and then i made withdrawal. I dont have any more communications with them than that email which i mentioned

Thanks for your reply.

• Could you please forward the original email or share a screenshot with me? Make sure the recipient and sender are visible. Send the information to my email at [email protected]
• Have you completed account verification in the casino?

Thanks in advance for your cooperation.

i send today evening

Dear hinttari

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear hinttari,

I am sorry to hear about your problem with Bet Ninja Casino.

I will now try to contact a Bet Ninja Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Bet Ninja Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hello everyone,

I would just like to inform you that Bet Ninja Casino has replied to my email regarding this complaint.

Dear hinttari,

According to Bet Ninja Casino's emails, the amount of €176 should be recredited.

Could you please confirm if this is correct?

If yes, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear hinttari,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru