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Account blocked after successful KYC and delayed withdrawal – $789 confiscated

Hello,

I would like to file a complaint against ace.game regarding the unjustified blocking of my account and confiscation of my funds.

I registered on the platform around March 20, 2026. I made several deposits using USDT and used the platform normally. I did not claim any bonuses.

I was able to successfully withdraw funds multiple times without any issues.

On April 2, 2026, I completed the KYC verification process (ID + face verification), which was confirmed as successful by the casino’s KYC department.

After that, I continued using the platform. When my balance reached $789, I requested a withdrawal of $489.

Previously, withdrawals were processed within minutes, but this time the withdrawal was delayed for almost a week. I contacted support multiple times (including live chat, KYC department, and my personal manager), and I was repeatedly told that:

• the issue was not related to my account
• the delay was due to the payment provider
• I just needed to wait and everything would be fine

However, on April 16, 2026, I suddenly received an email from the KYC department stating that my account was blocked due to alleged violations:

"fraudulent activities, multiaccounting, money laundering"

No evidence or explanation was provided.

I strongly deny these accusations. I had only one account, passed KYC successfully, and used the platform normally. The casino did not raise any concerns until the withdrawal delay.

It appears that the account was blocked only after I requested a withdrawal, which raises serious concerns about the fairness of their actions.

I request:

• a full investigation of this case
• a clear explanation of the accusations
• and the release of my remaining balance of $789

I can provide screenshots of:

• the blocking email
• communication with support

Thank you.

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 sin1ta1,

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.?
• Can you confirm the method of your deposits, and if any discrepancies occurred during the transaction with your payments?
• Have you received any other communications from the casino regarding your account status or withdrawal request since the blocking?

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

Petra

Hello Petra,

Thank you for your reply and for looking into my case.

Regarding your questions:

1. I used the platform for casino games.
2. I used USDT for deposits. As far as I know, there were no discrepancies or issues with any of the transactions. All deposits were processed successfully, and I was able to use the funds normally.
3. I did not receive any other meaningful communication from the casino after the blocking. The only message I received was the email from the KYC department stating that my account was blocked due to alleged violations (fraudulent activities, multiaccounting, money laundering), without any explanation or supporting evidence.

Before the blocking, while the withdrawal was pending, I contacted support several times and was always told that the delay was caused by the payment provider and was not related to my account.

If necessary, I can provide screenshots of the communication.

Please let me know if you need any further information.

Thank you for your reply and for providing the previous details, sin1ta1.

Could you provide any additional communication/attempts to communicate with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Engelgmr,

• As the casino has mentioned the possibility of multiple accounts, could you please confirm that you do not have any other account registered with this casino and that no one else has accessed your account from the same device?
• Additionally, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Thank you in advance for your reply.

Hello Petra,

Thank you for your message.

I can confirm that I have only ever had one account on this platform.

No one else has had access to my account at any time, and I have not shared my account or device with anyone.

To the best of my knowledge, no one from my household or using the same IP address has created an account at this casino.

I would also like to point out that I successfully passed the KYC verification, which should confirm my identity and the legitimacy of my account.

Given this, I kindly ask the casino to provide clear evidence supporting their claims of multiaccounting or any other violations, as these accusations are very serious.

Dear sin1ta1

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 (jana.k@casino.guru). 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 sin1ta1,

I regret to learn that your account has been blocked. Please rest assured that I will be reaching out to the casino promptly to address this matter. I would also like to invite a representative from Ace Game Casino to join this discussion and assist in resolving your complaint.

Dear Ace Game Casino,

could you kindly provide clarification on the reasons for the player's account being blocked? Additionally, it would be greatly appreciated if you could share any relevant evidence. You may include your statement and any documentation here or send it to my email at jana.k@casino.guru.

Thank you in advance for your cooperation in this matter.

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 (license 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 (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana