GrandWin Casino - Die Gewinne des Spielers wurden eingezogen.

All my casino and sports winnings have been deleted. Apparently, I manipulated bonuses. I see this as nothing more than a pretext by the casino. I can't understand what I could have possibly manipulated.

Wir wurden sämtliche Casino und Sport Gewinne gelöscht. Anscheinend habe ich Boni manipuliert. Dies sehe ich nur als Vorwand vom Casino. Ich kann nicht verstehen was ich manipuliert haben sollte.

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.

• Could you please send me a link or a screenshot of the bonus you activated and played with shortly before your account was blocked?
• Was it a casino bonus or a sports bonus?
• Could you please describe your most recent winning gameplay at this casino in more detail?
• Have you made any successful withdrawals from this casino before?

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

• Unfortunately, I don't have a screenshot, but it was the sports welcome bonus and the casino welcome bonus (linked to a deposit).
• My account was not blocked, only all winnings were cancelled.
• The last win came from the live casino (roulette).
• No, I haven't made a withdrawal yet. I requested one, successfully completed the verification process, and then my withdrawal request was cancelled and the winnings were cancelled.

• Leider habe ich keinen Screenshot aber es war der Sport Willkommensbonus und der Casino Willkommensbonus (an Einzahlung geknüpft)
• Mein Konto wurde nicht gesperrt sondern nur alle Gewinne storniert.
• Der letzte Gewinn stammt aus dem Live Casino (Roulette)
• Nein ich habe noch keine Auszahlung vorgenommen. Ich hatte eine beantragt, habe dann erfolgreich die Verifizierung durchlaufen und dann wurde meinen Auszahlungsantragt gecancelt und die Gewinne storniert.

Please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings at veronika.f@casino.guru.

Could you also specify how much money you won from each of the bonuses?

I forwarded the correspondence to the email address.

Ich habe die Korrespondenz an die eMail weitergeleitet.

Thank you for your email.

Please note that, according to the message you received from the casino, your winnings were confiscated due to a sports bonus manipulation. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika