Konibet Casino - Акаунт гравця заблоковано, виграш відмовлено.

I won big on a game like roulette on December 23, 2023 Japan time, but Konibet refused to withdraw it and froze my account. How can I get it back?

Dear tani,

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

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

• Could you please advise how long were have you been a player of the casino? 
• Have you been communicating with the casino since the incident last year?
• Would you be able to provide any additional relevant information regarding the case?
• Could you please explain in more detail your gameplay on roulette? (have you played on a single table? What type of bets have you placed, etc.)
• My email is tomas@casino.guru

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

Thank you, Thomas

I became a player in December 2022.

I kept winning and losing, and was losing until the incident.

I hadn't been in contact with the casino, so I contacted Casino guru this time.

The roulette is a live game called The Greatest Cards, provided by a provider called Playtech.

There are 52 playing cards, and I would bet on around 16 of them each time I played.

At that time, I was playing with a friend and betting on the same spot.

That's all.

Then, after winning big, my withdrawal was refused and my account was frozen.

If your winnings were achieved in December 2023, why haven't you contacted the casino since that time?

Thanks for your reply.

A friend of mine who was playing with me also had his withdrawal refused and his account frozen, and he was in contact with the casino at the time.

As a result, Konibet refused the withdrawal, calling it collusion.

Thank you very much, tani, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru)  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.  

Hello tani,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

As you can see, Konibet has not responded to my request, so I would like to contact the casino regulator.

I would appreciate your help in making this process smoother.

Hello tani,

Here is the link to the Anjouan Gaming Authority:

https://gamingcontrolanjouan.org/contacts/

Please inform me when you submit your complaint, and I will mark it in our system as awaiting the regulator's decision.

Thank you.

I submitted a complaint through your link.

But isn't the regulating authority Curacao?

I see this in the casino's footer:

After clicking this icon:

Do you see anything else there?

I understand.

I tried sending an email to the email address listed on the above site, info@gamingcontrolanjouan.org, but I received an error message because the address was unknown.

So I submitted a complaint through the contact form on the above site, but I have yet to receive a reply.

Is this organization still functioning?

The Anjouan Gaming Authority has recently gained popularity due to Curacao restructuring its licenses. Typically, complaints to Curacao's regulator take up to three months to resolve. In contrast, the timeline for the Anjouan Gaming Authority is uncertain, so be prepared for potential delays of weeks or months.

I am closing this case with the status: waiting for the regulator's decision.

Please reopen the case when the regulator decide or in case of any updates, the complaint will be reopened automatically after 3 months.

Dear tani,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear tani,

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 Tani,

Unfortunately, the Anjouan Gaming Authority is not yet addressing complaints. I recommend waiting another three months to see if they start handling them. (they should)