EGB Casino - Igrački nalog je zatvoren.

They decided to give me verification when I requested a withdrawal, but after I successfully passed it, they decided to block my account.

I don't care if they block me, just give me my money back, but they decided not to give it back, so I am writing this complaint here.

As it turns out, this is one of the Russian bookmakers, and they are one of the worst on the planet. If you see that a bookmaker is owned by a Russian, steer clear of it.

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 Joker1999,

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.?
• Has the casino indicated that there might be a problem with approving specific documents during the verification process?
• Did you accumulate your winnings with or without an active bonus?

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

1) Bones bunnies, buffalo hunter, book of shadow, barbarian fury I had both bets and casinos.

2) No.

3) No bonus.

Dear Joker1999,

Thank you very much for your reply.

Have you had the opportunity to reach out to the casino's customer support team via email to inquire about the reason for your account being blocked?

Additionally, have you utilized any VPN or IP-masking software that may have altered your actual location while accessing the casino website?

Thank you for your patience and cooperation.

Hello.

Our security department has scheduled a video verification call.

After a call with security, the user's responses were analyzed, and the department decided to block the account.

Security concluded that the account had been transferred to third parties for multiple accounts and arbitrage betting.

Here are several factors that led us to this decision:

The user was asked when the account was registered. The person on the call said "a week" (in fact, the account is over a year old).

The bet amounts and games on which bets were placed were also incorrectly stated.

The user also stated that he do not use a VPN or other software to access the site - the user had repeatedly logged in from different IP addresses.

They stole my money and still dare to accuse me of something. Am I supposed to remember everything or what? I answered most of the questions correctly, and why do I have to prove anything at all? A passport should be enough to confirm my identity. I forgot to create an account because I wanted to create a new one, but I already had an account and forgot about it, which is why the confusion arose. Present evidence of my violations, if there were any.

Dear EGB Casino, thank you for providing clarification on this matter. Could you please share any supporting documentation related to the situation? If certain details are confidential, kindly send them in an email addressed to attila.g@casino.guru. I assure you that the contents of your message will remain confidential and will only be utilized for the purpose of resolving this complaint.

Dear Joker1999, thank you for your patience as we continue to evaluate the situation. In the meantime, may I ask you a few questions to gain a better understanding of your circumstances?

Is it possible that you have used a VPN or IP-masking software that may have affected your true location while accessing the casino website?

Additionally, could you please confirm if you have tried to open a second account at EGB Casino?

Have you also participated in sports betting?

Thank you all for your cooperation.

I did not use a VPN.

I do not have a second account.

I placed bets at the casino and on sports.

Hello!

Unfortunately, our license does not allow us to share any user information with third parties, let alone provide recordings of video verification sessions conducted by our security department.

For security reasons, we also cannot provide screenshots of internal systems such as admin panels, user pages, or their logs.

You can request all necessary information from user.

Thank you for understanding.

Dear Joker1999,

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have engaged in sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. 

I recommend contacting the Curaçao Gaming Authority (complaints@cga.cw) and submitting a complaint to them. The Gaming Authority might have more options and tools to help players. You can learn more on how to submit a complaint to the regulator here: https://casinoguru-en.com/submitting-complaints-to-regulators

I would appreciate it if you could inform me whether you have reached out to the regulator, or if we may proceed with closing this complaint.

Thank you for your understanding.

Best regards,

Attila