Casino Lab - Ο λογαριασμός του παίκτη έχει κλείσει.

Hello,

I registered with this house on May 6th. After the first deposit the account was closed without further explanation or request for documents.

Olá,

fiz registo nesta casa a 6 maio. Após o 1º depósito a conta foi fechada sem explicações adicionais ou pedidos de documentos.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you play any games with your deposit before the account was closed? If so, kindly specify what games you played.
• Did you receive any email from the casino informing you about the reason why your account was blocked?

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

Best regards

Veronika

Good morning,

I didn't play at all, after the deposit the account was closed.

Bom dia,

Não joguei absolutamente nada, após o depósito a conta foi encerrada.

I didn't receive any information before the account was blocked, nor did I go through the verification process.

Não recebi informação nenhuma antes do bloqueio da conta nem passei a por processo de verificação.

Did you contact the casino customer support using the email address shown in the screenshot you uploaded here? If so, could you please forward the full conversation to me at [email protected]?

Thank you in advance for your cooperation.

Email forwarded as requested.

Email re encaminhado como solicitado.

Dear Canutinho

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

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

I would now like to ask Casino Lab for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Dear Canutinho,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Casino Lab team.

Accepting a player's registration and as soon as he deposits €100, closing the account without ever having played is called theft!!! They are obliged to return the deposit!

Aceitar o registo de um jogador e assim que ele deposita 100€ , fechar a conta sem nunca ter jogado é chamado de roubo !! São obrigados a devolver o valor do depósito !

Dear Canutinho,

We would like to inform you that your account has been closed following an administrative decision. 

Regarding your request to facilitate the return of your balance in the amount of 106 EUR, please provide your bank details in the format requested below:

• Full Name (please include all names including middle names) :

• E-mail :

• Bank Account’s Owner name :

• IBAN/Account no. :

• Bank Name :

• Bank location (Country) :

• SWIFT/BIC :

Please reply to the email we recently sent to you recently. 

We look forward to receiving these details at your earliest convenience.

Kind regards,

Casino Lab team.

Good morning, I've replied to your e-mail with all the information. I'm waiting for payment.

Bom dia, respondi ao e-mail com todas as informacoes . Aguardo pelo pagamento.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague, Peter. I will do my best to help the mediation process to move towards successful resolution.

Dear Casino Lab, could you please confirm once the refund has been processed on your end? Thank you.

Thanks for your attention, I've already sent you my refund details.

Obrigado pela atenção, já enviei os dados para reembolso.

Dear Canutinho,

Thank you for sharing the requested bank details. We have forwarded the details to the relevant team to proceed with the balance amount.

We will provide a further update regarding the status of these transactions at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Kind regards,

Casino Lab team.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Canutinho,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej