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I have been registered with the provider since November 28, 2025; KYC verification was successfully completed. Since my registration on November 28, 2025, I have successfully made several deposits and withdrawals.

I was accepted into the VIP program on December 3, 2025. My last deposit was on December 12, 2025, and I subsequently made winnings; at that time, my account balance was approximately €1900.

On December 13, 2025, I requested a withdrawal of €240 in cryptocurrency (ETH). However, on December 19, 2025, I received an email informing me that my account had been closed by an administrator. No specific reason was given. The email also stated that my balance of €1855.08 would be retained and that, according to the terms and conditions, only the initial deposit used to generate the profits would be refunded. I was asked to provide my crypto wallet address for the deposit refund.

I have not yet responded to this message because I am demanding payment of the full amount (including existing balance/profits) and not just a refund of a single deposit.

Ich bin seit dem 28.11.2025 bei dem Anbieter registriert; die KYC-Verifizierung wurde erfolgreich abgeschlossen. Seit meiner Registrierung am 28.11.2025 habe ich mehrere Ein- und Auszahlungen erfolgreich vorgenommen.

Am 03.12.2025 wurde ich in das VIP-Programm aufgenommen. Zuletzt habe ich am 12.12.2025 eingezahlt und anschließend Gewinne erzielt; zu diesem Zeitpunkt befanden sich insgesamt ca. 1900 € auf meinem Konto.

Am 13.12.2025 habe ich eine Auszahlung in Höhe von 240 € in Kryptowährung (ETH) beantragt. Am 19.12.2025 erhielt ich jedoch eine E-Mail mit der Mitteilung, dass mein Konto durch einen Administrator geschlossen worden sei. Eine konkrete Begründung wurde nicht genannt. In der E-Mail wurde zudem erklärt, dass mein Guthaben in Höhe von 1855,08 € einbehalten werde und laut AGB lediglich die Einzahlung zurückerstattet werde, mit der die Gewinne erzielt worden seien. Hierfür solle ich meine Krypto-Wallet-Adresse zur Rückerstattung der Einzahlung mitteilen.

Auf diese Nachricht habe ich bislang nicht geantwortet, da ich die Auszahlung der vollständigen Summe (einschließlich des vorhandenen Guthabens/der Gewinne) fordere und nicht nur die Rückerstattung einer einzelnen Einzahlung.

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.

Dear Gia45,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have experienced.

To better understand the situation and assist you as efficiently as possible, could you please clarify the following:

• Which games were you primarily playing — slots, live casino, sports betting, etc.?
• Which verification documents did you submit before losing access to your account?
• Were your winnings accumulated with or without an active bonus?

Your answers will help us review your case thoroughly and work toward a resolution as quickly as possible.

Thank you in advance for your cooperation. I look forward to your reply.

Best regards,

Petra

Hello Petra,

I played both slots and sports betting.

Proof of electricity consumption was uploaded immediately after registration and KYC was confirmed while account access was still available.

The winnings were achieved with an active bonus.

Best regards

Hallo Petra,

ich habe sowohl Slots als auch Sportwetten gespielt.

Ein Stromnachweis wurde direkt nach der Registrierung hochgeladen und die KYC wurde bestätigt, als noch ein Kontozugriff vorlag.

Die Gewinne wurden mit einem aktiven Bonus erzielt.

Viele Grüße

Thank you for your reply and for providing the previous details, Gia45.

• Could you please clarify how long your previous withdrawals took to process?
• Which payment method did you choose, and was it the same as in your previous withdrawals?
• Can you also provide the exact date when you received the email regarding the closure of your account?
• Additionally, could you share any other communication you had with the casino? This can include screenshots, emails, or chat records. You can send all documents to: [email protected] or post your screenshots to this thread.

Thank you again for your cooperation.

Hello Petra

Could you please break down how long it took to process your previous withdrawals?

A maximum of one day. After that, the payout always came.

Which payment method did you choose, and was it the same as for your previous withdrawals?

I have always deposited and withdrawn using Ethereum crypto, and it has always been the same payment method.

Could you please also tell us the exact date you received the email regarding the closure of your account?

On December 19, 2025

I also wrote you an email.

VG

Hallo Petra

Könnten Sie bitte aufschlüsseln, wie lange die Bearbeitung Ihrer vorherigen Auszahlungen gedauert hat?

Maximal einen Tag. Danach kamen immer die Auszahlung.

Welche Zahlungsmethode haben Sie gewählt, und war es dieselbe wie bei Ihren vorherigen Auszahlungen?

Ich habe immer mit Krypto Ethereum ein- und ausgezahlt und es war immer die gleiche Zahlungsmethode

Können Sie uns bitte auch das genaue Datum mitteilen, an dem Sie die E-Mail bezüglich der Schließung Ihres Kontos erhalten haben?

Am 19.12.2025

Habe dir auch eine Email geschrieben.

VG

Dear Gia45

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 Jana ([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,

Petra

Dear Gia45,

I sincerely apologize for the inconvenience you have experienced with your account being blocked. I will reach out to the casino to address this matter promptly. Additionally, I would like to invite a representative from Dazard Casino to engage in this conversation and assist in resolving your complaint.

Dear Dazard Casino,

Could you please provide clarity on the reasons behind the player's account being blocked? Additionally, we would greatly appreciate any evidence you can share. You may include your statement and attach the evidence here or send it directly to my email address at [email protected]. Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of Dazard Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello everyone!

Thank you for bringing this matter to our attention, and please accept our apologies for the delayed response.

After a thorough review of the player’s account and activity, we can confirm that the account was closed by our Risk & Anti-Fraud Team due to detected bonus abuse.

The player’s activity demonstrated patterns aimed at circumventing the intended use of promotional offers and gaining an unfair advantage, which constitutes a breach of our Terms and Conditions.

In accordance with the applicable rules of our website:

1. Sportsbook Rule 2.25 – Bonus Abuse:

   "If Sportsbook detects abuse of bonuses by the player, it has the right to cancel such bonuses, as well as winnings on them, as well as deny the player to participate in any bonus offers in the future."

   This rule is publicly available here: https://bet.dazard.com/sportsbook-rules

2. General Terms & Conditions, Section 9. Anti-Fraud Policy:

   "9.2. If you are suspected of any fraudulent behavior, we reserve the right, at our sole discretion, to:

   a) Terminate or suspend your Player Account;"

   This policy is publicly available here: https://www.dazard.com/terms-and-conditions

In accordance with these T&C, which are designed to ensure a fair gaming environment and prevent misuse of promotional offers, the following actions have been taken:

- all winnings associated with the bonus were confiscated,

- the player’s account was permanently closed,

- and the original deposit used to generate these winnings remains refundable.

The player has been informed about the possibility of receiving a refund of their deposit and was asked to provide the necessary payment details. At this time, we are still awaiting this information. Once the required details are provided, the refund will be processed without delay.

Please let us know if any additional information is required.

Sincerely yours,

DAZARD Casino Representative

Dear Gia45,

In light of the communication from the casino, I would greatly appreciate it if you could provide the necessary payment details to facilitate the refund of your deposit. Your cooperation in this matter is sincerely appreciated.