Auf Casino - Das Spielerkonto wird geschlossen und die Gewinne werden eingezogen.

I deposited $350 into this casino! Played slots and bet on sports! Didn't take any bonuses from them! Successfully passed account verification! When I made a request to withdraw funds, they blocked my account and confiscated my balance! They sent me a notification by email that I violated their rules. They didn't specify what exactly I violated. The amount that was confiscated was $508! This is the winnings together with the deposits!

Dear xray200,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you effectively, could you please provide more details regarding your situation?

• Have you contacted the casino’s support team to request more information or clarification since the block? If so, what did they say?
• Did the casino give you any additional explanation after accusing you of money laundering, or was it just the one email?
• Have you ever had any previous accounts with this casino or any connected brands?
• Do you know if someone else might have used your payment method or account details?
• Which payment method(s) did you use for your deposit, and were they in your name?

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

That's how I applied and I always get the same answer. "We draw your attention to the fact that according to clause 1.5. The user undertakes not to use the account for the purposes of fraud or money laundering."

I did not receive any more specific explanations. They say that they are a licensed casino, but they do not even have a license! They say on their website that they are in the process of obtaining a license! Therefore, it is not surprising that they behave so fraudulently! I did not have any other account in this casino.

No one else could use my data except me. I used crypto wallets that belong to me.

Так я звертався і завжди отримую одну відповідь. "Обращаем ваше внимание, что согласно пункту 1.5. Пользователь обязуется не использовать аккаунт в целях мошенничества или отмывания денег."

Більш конкретних пояснень я не отримував. Вони розповідають що вони ліцензійне казино але в них ліцензія навіть не має! У них написано на сайті що вони перебувають в стадії отримання ліцензії! Тому не дивно що вони так по шахрайські себе поводять! Жодного другого акаунту в цьому казино в мене не було.

Ніхто інший крім мене моїми данними скористатися не міг. Я використовував крипто гаманці які належать мені.

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 in the near future.

Hello xray200, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Auf Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being denied ad the account has been blocked? I would also appreciate if you could provide us with any and all relevant evidence. Any and all sensitive information can be sent to me directly at matej.l@caisno.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the 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 may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue whatsoever. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curaçao Gaming Control Board Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. While GCB states in this article that they do not handle complaints between players and casinos, messaging them may prompt some changes in the future, or influence license renewal later on. If you decide to go ahead, you can fil out the contact form via this link. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej.l@casino.guru). I am sorry I could not be of more help on this occasion. :(

Best regards,

Matej