Bitcoincasino.vip - Igrački račun je zatvoren bez ikakvog objašnjenja.

To Whom It May Concern,

I submitted a withdrawal request of 850 USDT on September 26, 2025. 

Just recently, I tried to log into my account and found that it had been banned. 

I contacted the casino via chat support, and received the following responses:

"Thank you very much for waiting, Yoshitake. I sincerely apologize for the long wait. Unfortunately, your withdrawal has been declined based on the management’s decision. We understand this may be disappointing, and we appreciate your understanding."

"I’m truly sorry. As much as I’d like to provide an explanation, the reason is not disclosed, and this decision was made by management."

Unfortunately, I did not manage to save the screenshots of any subsequent messages. 

I am requesting your assistance to investigate this matter, as my withdrawal has been refused and my account closed without a clear explanation.

Thank you for your attention to this matter.

Sincerely,

[Yoshitake]

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

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.

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Have you accumulated your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

What types of games did you play? Slots, live casino games, or did you bet on sports?

I played video slots and live casino.

Anyway, I played a variety of games aggressively.

Did you save your winnings with or without the bonus?

I haven't received any bonuses

Have you passed the full KYC verification, or at least submitted your identification to the casino for verification?

I was asked to complete all the requirements along the way, but I passed them all perfectly.

That's all

Thank you very much

Q: What types of games did you play? Slots, live casino games, or did you bet on sports?

I played video slots as well as live casino games. I was playing aggressively across many different types of games.

Q: Did you accumulate winnings regardless of whether a bonus was active or not?

I did not accept any bonuses at all.

Q: Did you pass the full KYC verification, or at least submit your documents to the casino for verification?

Yes, I was asked to provide documents during the process, and I fully passed the verification without any issues.

That's all. Thank you in advance.

どんな種類のゲームをプレイしましたか？スロット、ライブカジノゲーム、それともスポーツに賭けましたか？

ビデオスロットもしましたしライブカジノもしました

とにかく色んなゲームをアグレッシブにプレイしていました

ボーナスの有無にかかわらず賞金を貯めましたか?

ボーナスは一切受けていません

完全な KYC 検証に合格しましたか? または少なくとも検証のためにカジノに身分証明書を提出しましたか?

途中で要求されましたが、全て完全に合格しました　間違いありません

以上となります

よろしくお願いいたします

Q: What types of games did you play? Slots, live casino games, or did you bet on sports?

I played video slots as well as live casino games. I was playing aggressively across many different types of games.

Q: Did you accumulate winnings regardless of whether a bonus was active or not?

I did not accept any bonuses at all.

Q: Did you pass the full KYC verification, or at least submit your documents to the casino for verification?

Yes, I was asked to provide documents during the process, and I fully passed the verification without any issues.

That’s all. Thank you in advance.

Thank you very much, goldZi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you goldZi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bitcoincasino.vip for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

Dear goldZi,

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 Tobique Gaming Commission and submit a complaint to them through the validator on the casino website (validator link). 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter