Manga Casino - プレイヤーの賞金は没収されました。

I deposited 100 euros at Mangacasino and received a 100 euro casino bonus. I placed bets without violating any terms and conditions. When I attempted to withdraw my balance of 498.17 euros, I first had to send in verification documents. After providing all the required documents, my entire balance, except for my initial deposit, was wiped out. I am attaching a screenshot of the email I received.

Ich habe bei Mangacasino um die 100 euro eingezahlt und 100 euro Casino Bonus. Ich habe dann gewettet und nicht gegen Bedingungen verstoßen. Ich wollte dann mein Guthaben im Wert von 498.17 Euro auszahlen, allerdings musste ich erstmal Nachweise senden. Nachdem ich alle Nachweise zur Verfügung stellte, wurde mein ganzes Guthaben bis auf meine Einzahlung weggestrichen. Ich schicke euch ein Screenshot der Email die ich bekommen habe.

Dear keziahowusu,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Manga Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? 

• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Was this your first deposit in the casino?
• Have you contacted casino support and asked for an explanation? With what result?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.