Koru Casino - Выигрыш игрока был конфискован.

Removed 1440 from balance based on breach of terms, absolute rubbish initial win was around 1600 no bonus taken..

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?
• Has the casino specified which Terms and Conditions you allegedly breached? Please forward me the email you received from the casino after your winnings were confiscated at [email protected].
• Have you passed the full KYC verification or at least submitted any identity documents to the casino for verification?

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

Best regards

Veronika

Deposited 100 several times had a win of around 1500 with no bonus at all.

Had a few wins balance increased to just under 3 k i set it aside used vip spins ladder anyway terms amd conditions breached apparently at the very least the initial win should be paid.

Check my avccount patrick b.

Give me a valid explanation what balance was reduced from 2200 to 750.

Doubt you can apart from baffling me with bulldust

Thank you for your reply.

Please note that at Casino.Guru, we do not have direct access to your casino account. In order to properly investigate your complaint, firstly, we need to collect as much information from you as possible. Once we have a clearer understanding of the situation, we will contact the casino representative to join the resolution process and request an explanation regarding their decision to confiscate your balance.

Therefore, to proceed with the investigation, please forward the communication between you and the casino customer support regarding the alleged breach of the Terms and Conditions, as well as any other relevant evidence, to [email protected].

I appreciate your time and cooperation.

Hi Veronika.

There is no information to provide.

Basically had a win they said they did my a favour by not taking the entire balance 2200 left me with 750 confiscated 1440 with no valid explanation i have asked them to provide clarifiction as to exactly what happened cant get a valid response in my opionion they just stole it.

I have not received any emails from you yet. Please forward the conversations you had with customer support regarding the confiscation of your winnings to me at [email protected] so that we can gain a deeper understanding of what happened.

Email sent

Would like the review posted of possible going to get nowhere with this outfit.

Thank you for your email. However, it would greatly assist our investigation if you could provide some of the communication you had directly with the casino.

We need to review the casino's position and their explanation regarding why your winnings were reduced. Therefore, please forward any emails you received directly from the casino to me.

If your communication took place through live chat, kindly provide the chat transcripts or screenshots of the conversations instead.

Hi Veronica i have asked several times they cannot provide a valid explanation, my guess is they dont have one ! Have had no communications from finance department only VIP manager said he liased with the powers at b to get me a cashout now a new vip manager is asking me to redoposit and have a new start in essence no actual emails exist to fwd to you. they simply decided they didnt want to pay and removed exactly 1440 from my balance in my opionion totally valid winnings with no bonus active at the time of win...

I.see they must be paying you money to advertise 🙄

Hello Patrick11w34,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Patrick11w34

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, Michal ([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,

Veronika

Thanks..

Hello Patrick11w34,

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

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

Dear Koru Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at [email protected] for an independent review.

Thank you in advance.