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On January 8, 2026, I received an email informing me that my account was being closed for violating the terms and conditions, specifically rules 4 and 10, but without providing any evidence of which condition I had violated. As a result, €1,450.09 was deducted from my account (€196.93 in deposits and €1,253.16 in winnings). Despite my repeated attempts to explain that I haven't violated any rules (I only have one account, no one in my family plays, I haven't committed any fraud, and I've always submitted all the required verification documents), they haven't responded.

Con fecha 08/01/26 recibí un correo en el que se me indicaba que se cerraba mi cuenta, por haber incumplido los términos y condiciones, aludiendo a las reglas 4 y 10, pero sin dar ningún tipo de evidencia de qué condición incumplí. Como consecuencia de ello, me restaron de mi cuenta 1.450,09€ (196,93€ de depósitos y 1.253,16€ de ganancias). Por mucho que intento hacerles ver que no he incumplido nada (tengo una única cuenta, nadie de mi familia juega, no he cometido ningún tipo de fraude y siempre he enviado toda la documentación de verificación), no contestan a nada.

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Dear warnizo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Good morning Veronika,

I'll answer you point by point:

• No one in my house has created another account, I'm sure of it.
• I verified my identity and address (I have an email from the casino, dated December 16, 2025, confirming that my account was successfully verified). Then they asked me to verify my phone number, and when I didn't receive the verification SMS, they requested a phone bill (dated January 5, 2026), which I also sent them, but the next response I received from them was a closure notice.
• I never use bonuses, as the conditions are usually difficult to meet.

Thank you very much for your attention.

Greetings

Buenos días Veronika,

Te contesto punto por punto:

• En mi casa nadie ha creado otra cuenta, estoy seguro.
• Verifiqué mi identidad y dirección (tengo un correo del casino, de fecha 16/12/2025, confirmando que mi cuenta estaba verificada correctamente). Después me pidieron verificar el teléfono, y al no llegarme el SMS de verificación, me solicitaron una factura de teléfono (05/01/2026), que también les envié, pero la siguiente respuesta que obtuve de ellos fue la comunicación de cierre.
• No empleo nunca bonos, ya que las condiciones suelen ser difíciles de cumplir.

Muchas gracias por tu atención

Saludos

Hello warnizo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear warnizo,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected].

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you so much, Kristina. There has been no update since my last message.

Greetings

Muchas gracias Kristina. No ha habido ninguna novedad desde mi último mensaje

Saludos

Thank you very much for your patience, warnizo. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.