CasinoStriker - 플레이어의 상금이 압수되었습니다.

Hello

I made a deposit in LTC cryptocurrency $100+200%, went to play slots, Book of Oil slot, gave me a bonus and winnings 6.06 LTC that's around $440, but after the process of crediting to the balance, the winnings were deducted from my account, they do not give me an answer in the chat, and they do not answer on the official email also.

Please help me to fix that.

Hello dvk12,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoStriker. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much was exactly deducted? When was the last time you spoke to the casino and what was it about? Did they explain the reason of voiding your winnings?

Looking forward to your answer.

Regards,

Nick

That was my first deposit and my account was not verified. 

In the moment when money should be added to the balance they add and then just disappear. 6.06 LTC was deducted.

My last message was sent 35 hours ago on the official email and twice in the live chat but they said to send email again.

Hello dvk12,

Can you please clarify that the screenshot you forwarded regarding your bets are in LTC currency? Do I understand it correctly that your bets were 0.04 LTC?

Yes, bet was 0.04 LTC ($2.6 bet) and win was 6.06 LTC($430-450$) BECAUSE of the bad price of bitcoin now, price drops a lot now.

I know there are some stupid rules in this casino, but I need confirmation from the casino about this.

After checking the casino bonus terms, I would guess that the money was not credited to you due this term:

However, they should still have added the 200€ from the winnings bet and confiscate only the remaining of that amount. Did you receive anything from that bet or nothing at all?

NO, they removed all the bonus win.

Hello dvk12,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello dvk12,

Based on the casino bonus terms, we believe that the amount of 200€ should have been credited to you from the winning bet (not the full 440). I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you dvk12 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinoStriker for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

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 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. In the meantime, I recommend you contact the Gaming Curaçao (https://casinoguru-en.com/licensing-authorities/curacao-license-4) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter