Casinoloots - Igračeva sredstva su konfiskovana.

I had made a deposit here already in January and played a little at the time. I deposited €80 at the time. I won a few tens and thought about withdrawing the money. Well then I had to do KYC and other identification stuff, which is quite normal. I did it a few times and I think I got it approved then. Well, I couldn't withdraw the money for some reason, and it wasn't a big deal to me so I decided to just try to withdraw it later. Well now months later, I remembered that I had a little over €100 left in my game account, so I decided to play it. Well now I got lucky and won over €1000. Of course, I went to try to withdraw the next day, where I received the following message a day later. (I'll attach it). So my funds had been removed from the account and they won't tell me the exact reason why, even though I try to ask. So they left the original amount I deposited in January in the account, but took over €1000.

Olin tehnyt talletuksen tänne jo Tammikuussa ja pelannut silloin vähän. Talletin silloin 80€. Voitin muutaman kympin ja ajattelin kotiuttaa rahat. No silloin piti tehdä KYC ja muut tunnistautumisjutut, jotka on ihan normaalia. Tein ne muutaman kerran ja taisin saada ne sitten hyväksytyksi. No en kuitenkaan sitten saanut kotiutettua rahoja jostakin syystä, eikä se ollut iso asia itelleni niin päätin sitten vain yrittää nostoa myöhemmin uudelleen. No nyt kuukausia myöhemmin, muistin että minulla oli hieman yli 100€ jäänyt pelitililleni, joten päätin pelata sen. No nyt mulla kävi sit tuuri ja voitin yli 1000€. Lähdin tietenkin heti seuraavana päivänä yrittämään kotiutusta, mistä sain päivää myöhemmin seuraavan viestin. (laitan sen liitteisiin). Minun varat tililtä oltiin siis poistettu eivätkä he suostu kertomaan tarkkaa syytä, että miksi, vaikka yritän kysyä. He siis jättivät tilille sen alkuperäisen summan minkä talletin tammikuussa, mutta veivät yli 1000€.

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.

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.

• Which documents did you submit to the casino for the KYC verification, and when exactly did you submit your most recent document?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you accumulated your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.

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

Hello,

I sent my bank statement and a picture of my ID there and they were accepted according to Casinoloots.

I've never used any VPN or IP address changer so that can't be true.

And as far as I remember, I haven't even played with bonuses. So just with my own money that I've deposited.

Hei,

lähetin sinne tiliotteen sekä kuvan henkilötodistuksestani ja ne on hyväksytty Casinolootsin mukaan.

En ole ikinä käyttänyt mitään VPN:nää tai IP-osoitteen vaihtoa joten se ei voi pitää paikkaansa.

Enkä ole myöskään muistaakseni pelannut edes bonuksilla. Pelkästään siis ihan omalla rahalla mitä olen tallettanut.

Hello,

Can you help with this situation?

Hei,

osaatteko auttaa tämän tilanteen kanssa?

Thank you for your responses.

Before we proceed with the investigation, could you please specify which games you played in January and in June, prior to your account being blocked?

Did you contact the casino after receiving the email informing you about the closure of your account to request further clarification regarding the reason for the block? If so, kindly forward me all subsequent communication you had with the casino at veronika.f@casino.guru.

I appreciate your time and cooperation.

Dear Roope2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi and sorry it took so long to reply. I missed the notification completely.

In January I played sports betting. Then, as I recall, in the spring I played random slot games. Mostly Hacksaw games. This summer, however, the win came from the Nolimit game.

And I contacted the casino via email and their chat box.

Hei ja anteeksi, että vastauksessa on kestänyt kauan. Oli ilmoitus mennyt ohi kokonaan.

Tammikuussa pelasin urheilu vedonlyöntiä. Sitten kevään myötä olen muistaakseni pelannut satunnaisia slotti pelejä. Enimmäkseen Hacksaw pelejä. Nyt kesällä voitto kuitenkin tuli Nolimit pelistä.

Ja otin yhteyttä kasinoon sähköpostilla sekä niiden chat kenttään

Here's another picture of the error that was sent in the email.

Tässä vielä vika kuva mikä käytiin sähköpostissa

Thank you for the clarification. In your previous responses, you mentioned that in January, you played sports betting only. You also tried to withdraw your funds at that time but were unable to do so.

Please forward me all emails you exchanged with the casino at that time regarding your unsuccessful withdrawal attempts at veronika.f@casino.guru.

Hi, I just emailed them.

Hei, laitoin ne nyt sähköpostilla

Did they arrive?

Tuliko ne perille?

Dear Roope2

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, Samuel (samuel.s@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,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Dear Roope2,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casinoloots to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casinoloots,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

So if they don't respond, is there nothing more that can be done?

Eli jos he eivät vastaa, niin eikö mitään voi tehdä enään?

Dear Roope2,

Unfortunately, Casinoloots has not joined the complaint or provided any response regarding the confiscation of your winnings, despite our invitation and the additional 7-day period we provided.

Without the casino's cooperation or explanation of what happened, I am unfortunately unable to investigate the matter further or reach a different conclusion. Therefore, I will now close the complaint as Unresolved.

I understand this is not the outcome you were hoping for, and unfortunately there is not much more I can do from our side at this point. However, you can still try to pursue the matter directly with the casino's licensing authority, Anjouan Gaming.

You can find more information about the licensing authority here:

https://casino.guru/licensing-authorities/comoros-license

And our guide explaining how to submit a complaint to a gambling regulator can be found here:

https://casino.guru/guide/submitting-complaints-to-regulators

I recommend including all relevant evidence and correspondence with the casino when submitting your complaint.

I am sorry that we were unable to resolve this matter due to the casino's lack of cooperation. Hopefully, the licensing authority will be able to assist you further and you will eventually recover the funds in question.

The unresolved outcome will also negatively affect the casino's Safety Index rating, which may put additional pressure on the casino to address the complaint in the future. If the casino decides to cooperate or provides a meaningful response later, the complaint can be reopened.

I hope you will still be able to make progress through Anjouan Gaming.

Best regards,

Samuel

Casino Guru