Motherland Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

I started playing at this casino a couple of months ago. Everything was fine. I deposited, played, and withdrew. But on October 20th, they blocked me, accused me of breaking the rules, and said they were confiscating all my money. My last deposit was $600. So, they confiscated my own money. They still haven't responded to me about which rule I violated. I'm tired of them and I'm writing to you so you can sort this out. Please help me get my money back!!!

Я пару месяцев назад начал играть в этом казино. Все было хорошо. Делал депозит-играл-снимал. Но 20 октября меня заблокировали обвинили в нарушении правила и написали все ваши деньги конфискуем. Последний раз я сделал депозит на сумму 600 $. То есть они конфисковали мои собственные деньги. В ответ на какуй пункт нарушил они так и не ответили. Я устал от них пишу вам чтобы вы разобрались. Помогите мне вернуть мои денег пожалуйста!!!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Played slots and bet on sports.

No, they didn’t ask for verification; they blocked it immediately after I made a withdrawal.

Last time I received a bonus.

50% of the deposit but I lost it.

I deposited $600 and placed a bet on sports. I used the bonus money on slots and lost it immediately.

Previously, there were no problems; I withdrew money directly to crypto 10-15 times.

Играл в слотах и ставил на спорт.

Нет, верификацию не попросили сразу же заблокировали после того, как я поставил на вывод.

Последний раз я получил бонус.

50% от депозита но я их проиграл.

Я сделал депозит на 600$ и поставил на спорт. Бонуску крутил на слотах и проиграл я бонусные средства сразу же.

Раньше не было никаких проблем раз 10-15 снимал сразу же на крипту.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent. Check it out!

Dear Islombek97

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 (michal.k@casino.guru). 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,

Kristina

Hello Islombek97,

I'm Michal, and I have taken over your complaint. I have looked into this case, and I will reach out to the casino to gain further insight into this issue and explore how I might be able to assist.

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

Dear Motherland Casino,

I would be grateful if you could share information concerning the closure of the player's account and the confiscation of their winnings. In particular, what actions or gameplay by the player were deemed to be in violation of the terms and conditions? If there are any additional factors affecting the situation that cannot be disclosed publicly, please do not hesitate to communicate them directly with me via email at michal.k@casino.guru

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.

Dear Islombek97,

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

Should you want to pursue your complaint further, you can submit it to the Curacao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru