4Kasino Casino - 플레이어의 상금은 몰수되었습니다.

Good morning!! I won 4000 at this Casino 4Kasino but it took days for them to refuse my documents and in the end, they accepted them on 01/13/25. However, today, 01/15/25, they took all the money claiming I did something wrong, like my identity, which had already been verified. They returned only 35.00 to my balance. They accused me of something I didn't do!! I'm just someone who plays, and you have no idea how angry I am with this Casino. I'm inconvenienced because I already had plans for the money...

Bom dia!! Eu ganhei 4000 neste Casino 4Kasino porém demorou dias recusando meus documentos por fim aceitaram Dia 13/01/25, porém hoje 15/01/25 tiraram todo o dinheiro alegando que fiz algo errado tipo minha indentidade já verificada, porém devolveu 35,00 no saldo. Fui acusada por eles por algo que não fiz!! Sou uma pessoa que simplesmente joga, nossa vocês não sabe a raiva que estou deste Casino, prejudicada pois já tinha planos com o dinheiro...

Dear Rocasino77,

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 forward me the email you received from the casino after your winnings were confiscated? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here.

Could you kindly specify if you accumulated your winnings with or without a bonus?

What types of games did you play (e.g. slots, live casino games, sports betting)?

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

here is the print and my winnings on 11/01/25 without any violation on my part, i did not use vpn i did not falsify any documents, i am verified now and i deposited to win then they gave me a bonus i complied and i used the balance to reach more than 4,000, but i used it and decided to take the 4,000. after the very complicated verification they withdrew the balance and returned only the 35.

estao o print e o meu ganho dia 11/01/25 sem violação por minha parte, não usei vpn não falsifiquei nenhum documento, sou verificada agora e depositei para ganhar depois me deram um bônus eu cumpri e usei o saldo para chegar a mais de 4.000, porém usei e decidi tirar os 4.000. após a verificação bem complicada eles retirou o saldo e devolveu somente os 35.

Thank you for your emails and your reply.

Could you please specify what bonus did you activate and play with? Kindly send me a link or a screenshot of the bonus along with its Terms and Conditions.

I activated a welcome bonus at the Casino, I hit the full roll, I managed to make the amount then they credited the amount I won which was about 380 around, so I took the amount won and started playing other games because with bonuses only the games they choose, playing games of my preference because the bonus had already been released, I managed to reach more than 4,000.I looked up the terms on the platform, another thing if there is something wrong why deceive the person so many days for withdrawal !!! Just say you were going to cancel at the beginning. It's fraud to avoid paying. I spoke to support several times and they didn't say anything about an error, just that I had to wait. After they took the money they told me to look at the email, and that it was unrecoverable, they said you can't go back, where did you see the deposit you put there can't go back either because there's no withdrawal either. If you look, they accuse you of document fraud and IP changes. I've never done any of these things, so much so that the documents were approved, I don't know how to use this IP fraud, in fact I've never had a similar problem, I've been playing for years on several platforms. In fact they confiscate it because the person gets high values, that's it.

Eu ativei um bônus de boas vindas ao Casino bati o rolove completo, consegui fazer o valor aí creditaram o valor que ganhei que foi uns 380 por aí, então peguei o valor ganho e comecei a jogar em outros jogos porque com bônus só os jogos que eles escolhe, jogando em jogos da minha preferência porque o bônus já tinha sido liberado, consegui chegar á mais de 4.000.eu procurei na plataforma os termos, outra coisa se tem algo errado porque iludir a pessoa tantos dias para saque!! Era só dizer que ia cancelar no começo. É fraude é para não pagar. Eu falei com suporte várias vezes e eles não falaram nada de erro só que tinha que aguardar. Depois que tiraram o dinheiro mandaram olhar o email, e que era inrevesivel, colocaram que não pode voltar atrás, onde se viu o depósito que coloca lá também não pode voltar a atrás porque nem saque existe pelo jeito. Se você observar eles acusa de fraude em documentos e alterações de IP nunca fiz nenhuma destas coisas tanto que os documentos foram aprovados, eu nao sei usar essa fraude de IP aliás eu nunca tive problema parecido, eu jogo a anos em várias plataformas. Na verdade eles confiscam porque a pessoa consegue valores alto é isso.

Thank you very much, Rocasino77, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Rocasino77,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Unfortunately, it appears that you have chosen to play at a casino with a low safety index, as assessed by our analysts. Casinos in this category often do not prioritize cooperation with us or address player concerns effectively. However, we remain hopeful that this will not be the case, and that the casino will provide the necessary assistance to resolve your issue. I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding.

Best Regards,

Kubo

I'm waiting for an answer, I hope I get it because I haven't been able to speak to them, the attendants pretend not to understand what happened...

Eu estou aguardando a resposta, tomara que consiga porque eu não consegui falar com eles os atendentes finge não entender o acontecido...

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 Rocasino77,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

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

Best Regards,

Kubo