Casitabi Casino - プレイヤーの賞金は没収されました。

On November 20th, I registered at this casino and deposited $500 using the 100% first deposit bonus, which can be up to $500.

I won around $1,100 and fulfilled the wagering requirements.

I completed the KYC and submitted a withdrawal request.

After that, I received a request to verify my cryptocurrency address.

They asked for the transaction history of the deposit source to my private wallet.

However, the wallet I used for the deposit had been completely deleted, so I couldn't provide it.

When I explained this, I received an email stating that my winnings had been confiscated.

I cannot accept this confiscation, so I would like you to investigate the matter.

11/20にこちらのカジノに登録して最大500ドルの初回入金100％ボーナスを使用して500ドル入金しました。

そこで1100ドルほど勝利し、出金条件を満たしました。

kycを完了させて出金申請をしました。

その後仮想通貨アドレスの認証がきました。

そこでプライベートウォレットへの入金元の履歴を求められました。

しかし、入金元のウォレットは完全に削除しており、提出できませんでした。

そのことを説明すると勝利金の没収のメールが届きました。

納得のできない没収のためそちらで調査して頂きたいです。

Dear menri627,

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.

Have you contacted your payment provider to request the transaction history?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I haven't inquired.

Forward the email.

問い合わせていません。

メールを転送します。

Dear menri627, are both the wallets you used registered in your name?

Why haven't you reached out to your payment provider for the transaction history?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

What is being asked is not the payment provider, but the history of the payment exchange you used before, which has already been terminated and cannot be contacted.

History for payment provider MetaMask has been submitted.

And it's not likely that someone else created it.

求められているのは決済プロバイダーではなく、以前使用していた決済取引所の履歴です。そちらは既に解約済で問合せ不可です。

決済プロバイダーMetaMaskの履歴は提出済です。

また他の人が作成している可能性はありません。

Thank you very much, menri627, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, menri627!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: info@gcb.cw. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team