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blocked my account after I won 1k, played with a 200% deposit bonus, max cashout is 2k, deposited: 200 Euro

can't log into my account

Hello,

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 I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Have you had any successful withdrawals with this casino, please?  

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

Best regards,  

Katarina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

-slots

-yes my account is verified

-yes I have already paid out 1-2 times

-slots

-ja mein account ist verifiziert

-ja ich habe bereits 1-2 mal ausgezahlt

Update: I received the money, but my account is still closed. Is it still possible to find out why my account was deactivated? I really thought this casino was one of the last reputable ones, but apparently not.

update: Ich habe das Geld bekommen aber mein Konto ist immer noch geschlossen, wäre es trotzdem noch möglich herauszufinden, warum mein konto deaktiviert wurde? Ich dachte echt noch, dass dieses casino eines letzten seriösen casinos ist, aber anscheinend nicht.

Hello,

thank you for your messages and updates.

I am pleased to hear that you have received your funds. Before addressing the matter of your account blockage, could you please confirm whether there is any remaining balance in your player's account?

Looking forward to your reply,

Katarina

No, I don't have any remaining balance, but I'm still interested to know why they simply block an account. The casino just loses money that way, right?

Nein ich habe kein Restguthaben, trotzdem würde es mich interessieren warum man einfach ein Konto sperrt, das Casino verliert dadurch doch nur Geld oder nicht?

Hello nsL71234,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear nsL71234,

thank you for your response.

I understand that the account blockage may be inconvenient, and I acknowledge your curiosity and potential frustration. However, as a business, the casino reserves the right to refuse service to any customer. I regret that I am unable to provide a more comprehensive response to your inquiries. You may wish to contact the casino support team directly for further clarification.

As your funds have been successfully transferred, I will now close this complaint as resolved. While I regret that I could not provide all the answers you sought, I am pleased you confirm that your winnings have been successfully transferred to your bank account.

We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru