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Subject: Urgent: Unjustified Account Block and Unpaid Cryptocurrency Withdrawal - Registered Email: [email address hidden by Casino Guru]

Number telef: [phone number hidden by Casino Guru]

To Whom It May Concern,

I am writing to file a formal complaint against fs.casino, operated by Intelligent Innovations N.V. under license number OGL/2024/767/0360, regarding the sudden and unjustified blockage of my player account and the withholding of my legitimate winnings.

Account Details:

* Registered Email: [email address hidden by Casino Guru]

* Date of Registration: June 13, 2026

* Transaction Amount: $2,500 MXN equivalent in Litecoin (LTC)

Chronology of Events:

1. I registered successfully and fully verified my profile, email, phone number, and uploaded my official ID (INE) and bank statement.

2. I cleared the rollover requirements for a no-deposit welcome bonus.

3. To fulfill the terms for withdrawal, I made a real money deposit using Litecoin (LTC) from my Bitso wallet. I then wagered the value of my deposit twice (200 spins of $1 MXN).

4. During these spins, I won a total balance of $2,600 MXN. I requested a withdrawal of $2,500 MXN in Litecoin to my Bitso wallet destination address.

5. I received an official withdrawal approval email from the casino. However, the next day, my account was unexpectedly blocked without any prior notice or explanation.

I possess clear and indisputable evidence of my identity, bank transfers from Banco Azteca, cryptocurrency deposit/withdrawal history on Bitso, and the withdrawal approval email issued by your platform.

This blockage violates your own terms of service since all verification rules and betting requirements were rigorously met. I demand the immediate unblocking of my account and the release of my $2,500 MXN withdrawal in Litecoin to my wallet. If I do not receive a resolution, I will escalate this case directly to the Curaçao Gaming Control Authority and international gaming mediation boards.

Sincerely,

[name hidden by Casino Guru]

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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.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Could you please forward me the email you received from the casino after your account was closed? My email address is [email protected].
• Am I correct in understanding that the casino approved all your identity documents for verification, including the proof of ownership of your crypto wallet?
• Which specific games did you play?

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

I want to narrate everything that happened from the day I registered at FS Casino. I have paid internet at home, and on weekends, as usual, my only son visits me with his family—his wife and children. That day, Saturday, June 13, 2026, during a conversation, I asked him about online casinos. I'd seen many posts on Facebook promoting someone's registration, which piqued my curiosity, and I asked him which one he recommended. He explained that casinos are a form of entertainment and a way for people to make ends meet. He suggested FS Casino because, being a newer casino on a platform, it has good and accessible promotions, both with and without deposits. He had already registered weeks before I made the comment. I opened an account with the casino; I registered my information, verified my email and cell phone number. The entire account registration process was a success. I was given a no deposit bonus of $500, with a rollover of 5 times the value of the bonus amount, which I was able to release with only $169 of real money balance; and in order to make a withdrawal it was necessary to make a deposit and play the value of the deposit 2 times; I made a transfer from my mobile banking to my Bitso wallet and simultaneously converted the money to Litecoin cryptocurrency, since the casino only offers those deposit and withdrawal options. I carefully completed the Litecoin deposit from my Bitso wallet to FS Casino, depositing $100. The deposit was approved, and I contacted 24/7 support about wagering the deposit amount twice, making it $200, taking the risk of either winning more or losing both the deposit and the bonus winnings already credited to my real balance. I got the surprise of my life! Playing one of the games from the provider Pragmatic Play, because I'm a Joker's fanatic, I tried my luck on Joker's Jewels Wilds. On two or three spins, I was able to order the maximum payout based on the bet placed, accumulating $2600. I couldn't believe it! I made my withdrawal of $2500. I received a Litecoin cryptocurrency withdrawal from the casino to my Bitso wallet. They approved it via email, congratulating me on my winnings and saying I would only have to wait one to two days for the funds to be available in my Bitso wallet. I decided to wait because I had already contacted the casino's 24/7 support. I inquired about the time it had taken for the withdrawal to be approved and deposited into my wallet, and also asked why the amount of my withdrawal hadn't been deducted from my casino balance, as there would be a difference of $100 from the $2600 I had. The 24/7 support representative explained that because it was my first withdrawal and I was a new registered user, the balance would remain the same until the withdrawal was deposited. They also told me I could continue playing but to be careful not to let my balance drop to the amount of the withdrawal. So I decided it was best to stop playing and wait for my withdrawal. This happened on Sunday, and on Monday morning I tried to access my account from my phone, but it was blocked, and I received an email saying my withdrawal had been rejected. I don't know what happened. My son and his family were with me on Saturday and Sunday morning, and shortly after, they left for home to be at work on Monday. I want to clarify that when they get home, they connect to the internet I have at home, and my grandchildren watch YouTube videos, and I don't know what he does with it. The reason I'm telling this story is because I don't know why my account was blocked, nor why my withdrawal, which was already approved by the casino, was rejected. The reason I've escalated this to ask for your support is because, to this day, I haven't received any response to the emails I sent to the casino's support. I'm also very willing to clarify this issue, as it's quite uncomfortable and sad to have something I earned through luck and time taken away, especially since I played all morning and part of the afternoon. If I'm requesting that my account be unlocked and my withdrawal released, it's because I'm 100% certain that I'm the sole owner of the account registered with FS Casino. All the information I entered and submitted during verification is mine, including my Banco Azteca bank account details and Bitso wallet information. Only I have access to each of these accounts. I am a real person, and there's nothing in my history that could cast doubt on my identity.

I hope for your support and a prompt response. I have supporting documentation for the transactions made from my Banco Azteca mobile banking to my Bitso wallet for the conversion of Mexican pesos to Litecoin cryptocurrency to make my deposit at the casino. I also need to provide any other required documents.

Quiero narrar todo lo que sucedio desde el dia que hice mi registro hacia fs casino,de cierta manera yo cuento con Internet de pago en mi hogar, los fines de semana como es de costumbre mi único hijo me visita con su familia , esposa e hijos, ese dia el sábado 13/06/2026 en una platica con le pregunte sobre los casinos online que veia muchas publicaciones en Facebook promocionando el registro de una persona, de esa surgio mi curiosidad y dije que cual me recomendaba , el me anticipo y me dejo en claro que los casinos son un entretenimiento y es una manera de resolverle la vida a una persona , y el me sugirió el fs casino porque en una plataforma de enlace el casino por ser nuevo. Tiene buenas y accesibles promociones tanto la de sin y con deposito, el ya tenia su registro semanas atrás de que yo hiciera el comentario, abri cuenta con el casino; registre mis datos, verifique mi correo electrónico, mi número celular, todo el proceso del registro de mi cuenta fue un éxito; me otorgaron un bono sin depósito de $500, con un rollover de 5 veces el valor del monto del bono ,el cual pude liberar con solo $169 de saldo de dinero real; y para poder hacer su retiro era necesario hacer un deposito y jugar el valor del deposito 2 veces; hice una transferencia de mi banca móvil dhacia mi billetera Bitso y ala vez en ella la conversion del dinero a criptomonedas litecoin ya que el casino solo cuenta con esas opciones para deposito y retiro, hice paso a paso el deposito en criptomonedas litecoin desde mi billetera bitso hacia hacia fs casino con un valor de $100 , siendo el mismo pero en litecoin mi deposito fue aprobado y me contacte con el soporte 24/7 sobre el jugar el valor de deposito 2 veces siendo $200 tomando el riesgo de obtener una ganancia mas o perder tanto el deposito como las ganancias del bono ya acreditada en mi saldo real, pues me yeve la sorpresa en mi vida , jugando uno de los juegos del proveedor pragmátic play , porque soy fanática de los joker's, esta vez probé mi suerte en joker's jewels wilds y 2 o 3 ocasiones de los giros realizados pude ordenar el pago máximo según la apuesta realizada yegando acumular $2600, no lo podía creer , realicé mi retiro con $2500; en criptomonedas litecoin del casino hacia mi billetera bitso el cual por por vía correo electronico aprobó felicitandome por mis ganancias y que solo tendría que esperar de uno a dos dias para que ya pudiera disponer de el desde mi billetera bitso ya depositados, decidí esperar porque todavía me contacte al soporte 24/7; del casino del tiempo que se llevaba un retiro ya aprobado y deposito ami billetera , y ala vez preguntando del porque no se había descontado el valor de mi retiro en el saldo de dinero en el casino ya que iva a quedar una diferencia de $100 y el cual contaba con los $2600 , y que el asesor 24/7 me aclaro que por se mi primer retiro y nuevo usuario registrado hasta que no se me depositará el retiro seguiría igual también comentándome que podía seguir jugando pero tuviera cuidado de bajar mi saldo al valor del retiro realizado. Alo que opte por mejor dejar de jugar y esperar mi retiro ; eso paso el dia domingo y e lunes por la mañana quise entrar desde mi celular ala cuenta y me aparecía bloqueada y un correo del cual mi retiro se había rechazado, no se que haya sucedido mi hijo y su familia estuvieron conmigo el sábado y el domingo por la mañana y poco después de la tarde se fueron asu hogar para estar el lunes en su trabajo, quiero aclarar cuando ellos llegan se conectan internet que tengo en casa y pues mis nietos ven videos en YouTube y el nose que uso haga en ello , si estoy narrando esta gran historia es porque desconozco el motivo del bloqueo de mi cuenta , desconozco el rechazo de mi retiro ya aprobado por el casino, y si opte por escalar hasta aqui y pedir el apoyo por parte de ustedes es porque hasta el dia de hoy no tengo contestación alguna de los correos enviados al soporte del casino, y porque estoy en la mejor disponibilidad de aclarar este tema que si es un poco incomodo y triste que se arrebate algo que gane con suerte y tiempo mas que nada porque jugué toda la mañana y parte de la tarde. Si estoy pidiendo que se me desbloquee mi cuenta y me liberen mi retiro es porque estoy 100% segura que soy la única dueña de la cuenta registrada en fs casino porque todos mis datos ingresados y adjuntados en mi verificación son míos, los de mi cuenta bancaria banco azteca y billeter bitso y que solo yo tengo el acceso a cada una de las partes soy persona humana y real , y no cuento con ninguna antecedente que haga dudar de mi persona

Espero el apoyo por parte de ustedes y su pronta respuesta, cuento con soportes tanto las transacciones echas de mi banca movil banco azteca hacia mi billetera bitso para la conversión de pesos mexicanos a criptomonedas litecoin para hacer mi deposito al casino , algún documento que Se requiera.

Good day Veronika

Just yesterday I received an email from FS Casino claiming there were duplicate accounts. I replied asking for proof (my information, same phone number, same email address, same ID documents, etc.) and requested a video call verification, both of me as a real person and of the account they're referring to. I'm fully prepared to clarify the error they made against me.

Thank you for your support and prompt response

Buen dia verónika

Apenas el dia de ayer me llegó un correo electronico con respuesta por parte de fs casino , el cual argumenta sobre cuentas duplicadas , asi como le respondí el mismo pidiendo que se me compruebe con soportes ( mis datos , mismo número de teléfono, mismo correo electronico, y mismo documentos que de identidad etc,) y también le pedí que se hiciera una verificación videollamada , hacia mi como persona real humana y también de la cuenta que ellos estas diciendo, estoy en la mejor disponibilidad de aclarar el error que ellos cometieron hacia mi persona.

Agradezco tu apoyo y pronta respuesta

Thank you for the thorough explanation of the situation. To proceed with the investigation, I need to ask you a few additional questions.

• Has your son accessed his casino account while visiting you and using the same internet connection?
• Is there any chance that you and your son used the same device (such as the same phone or computer) to register or access your casino accounts?
• Did your son also claim the same free bonus when he registered at this casino a few weeks earlier?
• Have you and your son used the same payment method to deposit funds into your respective casino accounts?

Good night

Hi Veronika, based on the points you mentioned, and answering each one in the most subtle and sincere way, I'd like to tell you:

1.- My son never had access to my account which I registered with my data at fs casino. He only recommended it to me, and I registered through the browser and my device.

2. We never shared our device, as I handle my personal and financial information and much more, and I don't usually allow others to use it.

3.- I told you that the only thing I share with him is the use of the Internet because we both know very well that the data from a phone top-up wouldn't be enough to browse the Internet for very long, and he doesn't live with me, he has his job and family dependent on him, I live alone, I'm a single mother of almost 35 years.

4.-The bonus I was given was $500, or €25 as a bonus fund, which I wagered and was only able to release $169. That amount was already credited to my real balance and I was so excited that I continued playing without first asking the 24/7 support, who informed me that I could withdraw it by making a deposit or continue playing, but only after depositing and playing the value of my deposit amount twice.

5. To be honest, I don't know if the bonus he received was the same, but he did mention that the transactions were handled in cryptocurrencies and not bank transfers. He also recommended Bitso because it was easier, and with the help of the AI ​​search option in Google's browser, I learned how to use it. I transferred money from my Banco Azteca mobile banking to my wallet and then converted it to cryptocurrency, which was Litecoin. The AI ​​search suggested it because of the low commission compared to others and the lower deposit amount compared to the other cryptocurrencies the casino offers. For me, it was something new, as it's the first time I've explored the world of cryptocurrencies.

6. And as a final point, I want to be completely honest and sincere about this, as I'm not used to lying. As I explained in the previous paragraph, the phone he has is from a few years ago, and I honestly didn't know that playing online casino games for a while drained the battery so much. It also started overheating, so I decided to leave it unused until it cooled down. I asked my son to lend me his phone so I could log into my account with my credentials while my phone reset. It was only for a short time, as I mentioned, we each have our own device and don't usually use it. If that was my mistake and caused this problem, I sincerely apologize, as it wasn't intentional or malicious. And also to clarify that if the payment methods I used to make my deposit and withdrawal were the same, it's because I was unfamiliar with the world of cryptocurrencies, but it's also worth mentioning that I have my own mobile banking app, completely separate from the one he has. I have my mobile banking app from Banco Azteca, which I can verify with a statement of account with my data and transactions made on that date to the wallet.

In conclusion, all I did was ask him for a suggestion, and with the help of the Google AI search engine, I learned how to use my wallet.

I hope the casino understands that I am a real person; I don't have any other multiple accounts. If I have to verify the document with my mobile banking, which contains my information and the transactions made on that date, I will do so. And if it is necessary to verify that I am a human being and that my son is also a human being, I will gladly do so; both parties are very independent.

Buenas noches

Hola veronika en base alos puntos los cuales mencionas y responderte cada una de las manera mas sutil y sincera te comento :

1.- mi hijo nunca tuvo accceso ami cuenta la cual registre con mis datos en fs casino el solo me lo recomendó, lo cual por medido del navegador y mi dispositivo me registre me registre.

2.- en ningún momento ambos compartimos nuestro dispositivo ya que en mi caso manejo mi información personal y financiera y muchas cosas mas y no acostumbro a que lo tomen

3.- te comente que lo único que si comparto con el es el uso del Internet pues sabemos muy bien que con los datos de una recarga telefónica no alcanzaría para navegar mucho tiempo en Internet , y pues el no vive conmigo tiene su trabajo y familia dependiente de el , yo vivo sola soy madre soltera de casi 35 años.

4.-el bono el cual me otorgaron ami fue de $500 , osea €25 como fondo de bono el cual aposté y solo pude liberar $169, ya esa cantidad se me ingreso ami saldo real y me entusiasme mucho que seguí jugando sin antes preguntar con el soporte 24/7, el cual me informo que podia retirarlo haciendo un deposito o seguir jugando pero solo reiterar después de depositar y jugar el valor del monto de mi deposito 2 veces .

5.la verdad desconozco si el bono el cual le otorgaron a el haya sido el mismo solo que si me comento que las transacciones se manejaban en criptomonedas y no en transferencia bancarias y tambien me recomendó bitso pues era mas fácil y con ayuda de la opción del buscador de AI el cual cuenta el navegador de Google fue aprendiendo a usarla haciendo mi transferencia de mi banca movil de banco azteca hacia mi billetera y después hacer la conversión hacia criptomonedas la cual fue litecoin que el buscador de AI me sugirió por la comisión que es poca a comparación de las demás y por el valor del deposito que tambien era mas poco que el de las demás criptomonedas con las que cuenta el casino para mi fue algo innovador pues es la primera vez que exploto el mundo de las criptomonedas.

6.- y como último punto quiero ser sumamente honesta y sincera en esto pues no estoy acostumbrada a mentir , haci como te narre todo en el párrafo anterior el celular con el que cuenta es de años anteriores, y la verdad no sabia que el estar jugando por cierto tiempo los juegos de las plataformas de casino online consumían demasiada bateria y haci mismo que en cierto momento se comenzó a sobrecalentar y decidí dejarlo sin acceso a el hasta que regresara asu temperatura normal. Y yo le pedí ami hijo me prestara el suyo para poder yo ingresar ami cuenta con mis datos mientras mi celular se restablecia solo fue por un rato ,pues como te comento cada uno tiene su dispositivo y no acostumbramos a hacer uso de el .y si ese fue mi error lo cual haya originado este mal suceso , ofrezco una grandisima disculpa pues no fue con dolo ni con malas intenciones. Y asi mismo dejar en claro que si los métodos de pagos que utilice para realizar mi deposito y retiro hayan sido los mismos , es porque yo desconocía el mundo de las criptomonedas , pero también cabe mencionar que yo cuento con mi banca movil muy independiente ala que tenga el yo tengo mi banca movil de banco azteca laa cual puedo comprobar con un estado de cuenta con mis datos y movimientos echos esa fecha hacia la billetera.

En conclusión lo único que hice fue preguntar con el para que mi diera una sugerencia , yo con la ayuda del buscador de Google AI fui aprendiendo hacer uso de mi billetera.

Espero que el casino entienda que yo soy una persona real , no cuento con ninguna otra multicuenta , si tengo que comprobar con mi banca movil el documento el cual cuenta con mis datos y los movimientos realizados en esa fecha lo haré,y si se requiere verificar mi persona que soy humana y la de mi hijo que también lo es con gusto lo haré ambas partes somo muy independientes.

Dear Dulce_6602,

Thank you for your detailed explanation. I truly appreciate your cooperation throughout the complaint process.

After carefully reviewing all the information you have provided, I unfortunately have to conclude that we are unable to challenge the casino's decision in this case.

Although I understand that you registered using your own personal information and payment methods, you also confirmed that:

• your son already had an account at the casino,
• you both used the same internet connection,
• you accessed your casino account from your son's device,
• both of you participated in the casino's promotional offer.

From the casino's perspective, these circumstances are sufficient to identify a connection between the accounts. Most online casinos prohibit creating multiple accounts within the same household or using the same device or the same payment methods for several different accounts. I understand that you did not intend to violate the casino's rules and that you believe you acted in good faith. However, based on the information available, we are unable to present arguments that would justify challenging the casino's decision. For this reason, I am forced to reject your 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 this or any other 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.

Best regards,

Veronika