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My deposit was taken and winnings were confiscated

I deposited real money and played on MobileCasino88, and everything seemed fine at first. But after I won a large amount and tried to withdraw, they suddenly restricted my account and accused me of having a "duplicate account" and committing "fraudulent activity."

They said this was because another account was connected to mine—but that account belongs to my partner. We live together and sometimes use the same internet or device, but we have separate accounts and we play honestly.

I reached out to their support multiple times, explained everything, and even offered to send documents or ID to prove we’re different people. They didn’t investigate properly. Instead, they said their higher management made a final decision to confiscate all my winnings and my deposit.

I feel extremely disappointed and unfairly treated. I never received proof that I violated their terms, and I lost both my winnings and the money I deposited.

I’m writing this review to warn others. Be careful when using this site, especially if you expect fair treatment or transparency. As far as I know, they are also not licensed by PAGCOR or any trusted gaming authority.

Dear Hims0428,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please be aware that most online casinos do not allow multiple players from the same household to create accounts and play.

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?

Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

Thank you for your response and for taking the time to look into my case.

Please find my answers below:

Games I played:

I mostly played slot games, but I also played live casino occasionally.

Account status and verification:

I can still log in to my account, and I can see that my balance is still there, but I am unable to play or withdraw. I was not asked to complete verification, but I’m willing to submit all necessary documents if needed.

Bonus status:

I accumulated my winnings while using an active bonus, but I made sure to fully complete the required turnoverbefore requesting a withdrawal.

I hope this helps clarify everything. I’m sincerely hoping for a fair and thorough review. Thank you again for your support.

Best regards,

Hims0428

Thank you very much for your reply, Hims0428. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

Thank you for your continued assistance and for taking the time to address my concerns. I truly appreciate your support during this challenging time.

As per your request, I am providing the conversation between myself and MobileCasino88. I hope this information will aid in the resolution of my complaint.

Please let me know if you require any additional information or documentation. I am committed to cooperating fully to resolve this matter.

Thank you once again for your help.

Subject: Clarification Regarding Account Ownership​

Dear Kristina,

I hope this message finds you well. I would like to clarify that the account in question is registered under my partner's name. However, I am the one communicating with you on their behalf, as I am more comfortable handling written correspondence in English.

Please let me know if you require any additional information or documentation to proceed with the complaint.

Thank you for your understanding and continued assistance.

I apologize, but our company policy prevents us from addressing complaints with a third party, no matter the circumstances. Please instruct your partner to file an official complaint when possible, and we will try to help.

Thank you for your understanding, and this complaint will now be rejected without the possibility of reopening.