CitoBet Casino - Igrački nalog je zatvoren bez objašnjenja.

Hello Casino Guru,

I would like to file a complaint regarding my Citobet account, which was blocked while my KYC verification was still pending.

I made only one deposit to Citobet, in the amount of €200, on August 3, 2026, using Wise. No withdrawal had previously been made from the account, as I was required to complete the KYC verification before I could request a withdrawal.

The account was used for both sports betting and casino games. My balance increased to approximately €600. I did not receive or use any bonus or promotional funds.

I submitted the requested KYC documents, including proof of identity and proof of address. However, the documents remained in "Pending" status without any decision.

I contacted Citobet by email on August 5 and again on August 8, asking for an update regarding my KYC verification. I received no response to either email.

Citobet also does not provide live chat support.

On August 17, 2026, I tried to access my account and discovered that it had been blocked. I received no prior notification and no explanation for the blocking.

As a result, I currently have no access to my account, balance or transaction history, and I have been unable to withdraw my funds.

I am attaching screenshots supporting everything described above:

- the KYC documents showing "Pending" status;

- the two unanswered emails regarding my KYC verification;

- proof of the €200 deposit made through Wise;

- the current message showing that my account has been blocked.

Based on the above, I would appreciate Casino Guru's assistance in contacting Citobet and helping me obtain an explanation for the account blocking and access to any funds remaining in my account.

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.

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.

• Has the casino indicated that there might be a problem with approving specific documents?
• Have you received any explanation from the casino regarding the account closure? If so, could you please share that communication?
• Is there any possibility that you have opened multiple accounts at CitoBet Casino?

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,

Attila

Hello Attila,

Thank you for your message.

Regarding your questions:

- Citobet has never indicated that there was any problem with approving or rejecting any of my KYC documents. All submitted documents remained in "Pending" status, and I never received any feedback regarding them.

- I have not received any explanation from Citobet regarding the blocking or closure of my account. There was no notification, email, or other communication explaining the reason for the account block.

I tried to contact Citobet twice by email, on August 5 and August 8, specifically regarding the status of my KYC verification. I received no response to either email. As mentioned in my complaint, Citobet does not provide live chat support, so I had no other practical way to communicate with them.

- I have never opened another CitoBet account. This is my first and only account with CitoBet.

Therefore, I have had no communication from Citobet explaining either the KYC status or the reason for blocking my account.

Thank you for your assistance.

Best regards,

[Redacted]

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, Barbora (barbora.p@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,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite CitoBet Casino representative to join this conversation.

Dear CitoBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear player,

I just wanted to let you know that I am now in contact with CitoBet Casino directly outside of this public thread regarding your case. I will update you here as soon as I have further information.

Dear Barbora,

Thank you very much for your involvement and for taking the time to contact CitoBet directly regarding my case.

I really appreciate your help and I will wait for your update.

Kind regards,

Dan

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 Player,

Unfortunately, we were not able to get enough information from the casino to properly assess the situation.

The casino confirmed that the account was closed because, according to its internal review, the player had violated its Terms and Conditions. However, they did not specify which rule was violated and did not provide any evidence or further details despite our request.

Without this information, we cannot determine whether the account closure was justified or properly assess the case. For this reason, I will now close the complaint as unresolved due to insufficient evidence.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website. If the casino decides to provide further information or evidence at any point, we can reopen the complaint and continue with the investigation.

In the meantime, I would recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, as they may have additional options for handling your case. You can submit a complaint through the license badge displayed in the footer of the casino’s website.

If you receive any response from the regulator, please feel free to contact me at barbora.p@casino.guru and I will be happy to take a look at it.

I’m sorry that we couldn’t reach a more favorable resolution in this case.

Kind regards,

Barbora