Casino confiscated my winning and left only deposit amount on my balance.

I started playing at the beginning of March, made only one deposit and gained winning but soon amount was confiscated. The casino named the following reason: "We have identified several connected accounts, with the sole purpose of taking advantage of our welcome bonus offer". I cannot agree with this. Its really a nonsense. I never had any account with this casino. I request for further investigation and returning my winnings back.

Dear jjorusovich,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with the casino.

To assist you better and understand the situation fully, could you please provide us with more details by answering the following questions:

• Can you confirm the exact date of your deposit and when you started playing?
• Do you have any correspondence with the casino regarding this matter (e.g., emails, chat logs)?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you provided any documents required for verification to this casino?

Your cooperation in providing these details will help us investigate and work toward a resolution.

If you have any relevant communication or documentation, please feel free to forward it to [email protected]

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Tomas

Dear jjorusovich,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Tomas,

I registered account in the casino on 04.03.2025, deposited and started playing at the same date.

I played slots.

I was not asked to pass KYC verification before depositing and playing. So I played and was going to upload documents but my winning was confiscated soon and I didnt try to verify account after that.

I contacted support casino via chat and unfortunatelly didnt save a screenshot of conversation, but just copied this text: "We have identified several connected accounts, with the sole purpose of taking advantage of our welcome bonus offer".

Thank you very much, jjorusovich, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]), 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.

Dear jjorusovich,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betcake Casino representative to join this conversation.

Dear Betcake Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova