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Hello, good afternoon. I'm having a problem with this casino. I recently opened an account and completed the account verification process, so it was already verified. I made a deposit, placed some bets on online blackjack, and made my first withdrawal without any issues. The next day, the withdrawal went through without a problem; the money appeared in my account. The following day, I made some deposits, lost money, then made a final deposit and recovered all my losses, so I proceeded to request a withdrawal. The withdrawal appeared as approved; I was just waiting for the funds to be deposited. A little while ago, I tried to log into my account, but I'm getting an error message. It won't let me in, as if my account is blocked. I need the casino to give me an answer because my money is stuck there, and now I can't even access my account. Please, I need your help to resolve this issue.

Hola buenas tardes. Tengo un problema con este casino, abrí la cuenta hace poco, hice el proceso de verificación de cuenta por lo que ya tenia la cuenta verificada. Deposite, hice algunas apuestas en blackjack online, hice mi primer retiro y no tuve problemas, al otro dia se hizo el retiro efevtivo y no tuve problemas, apareció el dinero en mi cuenta. Al otro dia hice algunos depósitos, perdí, luego hice un último deposito y recupere todo lo que había perdido por lo que procedí a solicitar un retiro. Resulta que el retiro me aparecia como aprobado, solo faltaba que me depositarán. Hace un rato intente entrar a mi cuenta y me da un error, no me deja entrar, como si tuviese la cuenta bloqueada. Necesito que el casino me dé una respuesta ya que tengo mi dinero secuestrado allí y ahora ni siquiera puedo entrar. Por favor necesito de su ayuda para resolver el problema.

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Dear Flavio_Vega,

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 how long (give approximate date) you were a player at the casino and when exactly your account was blocked?
• Could you please let me know how much real money balance remains in your account?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding not able to access account? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

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

Best regards,

Jean

Hello, good afternoon, thank you for your attention. Answering your questions:

I opened my account about a week ago. My account appeared to be blocked yesterday, June 18, 2026.

My balance is 500,000 Chilean pesos, which I requested a withdrawal of. The request progressed to the approval stage, but after that, the available balance for playing reappeared, and after a few hours, when I tried to access the account, it was locked.

My balance was not achieved through bonuses; whenever I play at a casino, I don't accept bonuses, I always play with my own deposited money.

I only received an email response saying my case would be reviewed. The chat didn't help because it's just automated responses. I messaged them privately through their official Instagram account, and they just told me it was deactivated for review. The money I have in my account is practically all the money I deposited; the profit is almost zero, so I need your help to get my money back.

Hola buenas tardes, gracias por su atención. Respondiendo a sus preguntas:

* Llevo aproximadamente una semana desde que abrí mi cuenta. Mi cuenta apareció bloqueada ayer 18-06-26.

* Mi saldo es de 500.000 pesos chilenos los cuales solicite mi retiro. La solicitud avanzo a la etapa de aprobado pero luego de eso me volvió a aparecer el saldo disponible para jugar y despues de unas horas intente acceder a la cuenta y estaba bloqueada.

* Mi saldo no fue logrado con bonificacion siempre que juego en un casino no acepto bonos, juego con mi propio dinero depositado siempre.

*solo tengo un correo de respuesta de que mi caso se revisaría. El chat no me dio solución porque solo son respuestas automáticas. Les escribí por la cuenta oficial de instagram por privado y solo me dijeron que la inactivaron por revision. El dinero que tengo en mi cuenta es practicamente dinero que deposite, la ganacia es casi nula, por eso necesito de su ayuda para obtener mi dinero de vuelta

Update: Today I was able to access my account, and what a surprise! My withdrawal was rejected and my balance is at 0. I contacted them via chat, and after interacting with a bot for 15 minutes, they told me they needed deposit documents and my bank statement. What I don't understand is why they blocked my account without even sending an email requesting the documents and why my balance is at 0. In 100% of the casinos I've played at, when they ask for documents, the balance appears in my account while the verification process is underway.

Actualizacion: Hoy pude entrar a mi cuenta, y cual fue mi sorpresa? Mi retiro fue rechazado y mi saldo esta en 0. Me comunico por el chat y despues de interactuar con un bot por 15 minutos me dicen que necesitan los documentos de los depósitos y el estado de cuenta del banco. Lo que no entiendo es por que me bloquean la cuenta sin enviar siquiera un correo solicitando los documentos y por que mi saldo esta en 0. En el 100% de los casinos que he jugado cuando me piden documentos el saldo apare en mi cuenta mientras se realiza el proceso de verificación.

Good morning.

Today I spoke with the chat support to check on my refund status, and they told me they wouldn't refund anything because there was an error with the payment gateway, without providing any further information. It's unacceptable that they steal my money like this. I made a deposit of 30,000 pesos, then one of 50,000, then two of 100,000, and finally one of 200,000 pesos. With that last deposit, I reached 500,000 pesos playing online blackjack. I sent all the deposit receipts for each transaction, and my casino gaming history shows all my bets. Now they're stealing from me like this. Please help me recover at least the money I deposited, Casino Guru. I've attached screenshots of the chat responses.

Buenos dias.

Hoy hable con el chat para ver como estaba mi situación con la devolución del dinero que tenia en mi cuenta y me respondieron que no me iban a devolver nada porque hubo un error en la pasarela de pagos de lo cual no me dan mas información. No puede ser que me roben el dinero así. Hice un deposito de 30mil pesos, luego uno de 50mil, despues dos de 100mil y finalmente hice uno de 200mil pesos y con ese último deposito llegue a 500mil pesos jugando blackjack online. Envié todos los comprobantes de depósitos de cada transacción, en mi historial de juegos de casino salen todas mis apuestas y ahora me roban de esa manera, por favor ayúdenme a recuperar por lo menos el dinero que deposite por favor casino guru. Adjunto imágenes de las respuestas del chat

Dear Flavio_Vega,

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, Michal K., (michal.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,

Jean

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Flavio_Vega,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal