Casinoin - Τα κέρδη του παίκτη έχουν κατασχεθεί.

I deposited €20 at casinoinwow.com and managed to win €1000 without using any bonus. When I attempted to withdraw my winnings, my account was suddenly blocked. The casino claimed there was another account using the same IP address, but this was because I was living with a roommate who may also have had an account. We are two different individuals with separate accounts and payment methods. My winnings were confiscated and my account was locked. I would like Casino Guru to investigate this case and request evidence from the casino.

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 your complaint. I’m sorry to hear about your negative experience with Casinoin.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was there any overlap in the use of devices? Have you used your own device to play exclusively?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Dear DenisHana,

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.

I wasn’t a player on the casino for a long time, it was about a month thing or so. To accumulate my balance I played only slots!!! After playing a couple of more slots I won some more money and the balance was about 1000€. I didn’t use a bonus. I played only with my own device, but I used to live with a friend of mine and he had his own account in the same casino. And they decided to close my account and take my money. That happened last summer but I couldn’t find a way to complain somewhere.

Hello DenisHana,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the detailed explanation of the situation.

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.