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I won 250 euros I have been playing for 2 years now no problems with withdrawals now that I win 250 from 20 euros they block my account for no reason I demand my withdrawal then they can close my account

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Dear C1t0x3,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re facing with your account and withdrawal.

To better understand the situation, could you please clarify the following points?

• When exactly was your account blocked?
• Did the casino give you any explanation or reason for the account block (for example: verification request, terms violation, bonus issue, etc.)?
• Have you already contacted the casino’s support? If yes, what was their response?
• Could you also tell us which games you were playing before the issue happened?

If you have any communication, screenshots, or emails from the casino that could be helpful, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi there

Yes they did give me an explanation about my account but it was a false explanation because I havent paid with third party cards I have been playing on this casino for about two years with the same deposit methods and there were no issues

I contacted their support and nothing happened they were sticking with their decision

I was playing power up roulette and slots

I won on power up roulette and withdrew my balance and they blocked my account

I sent an email with screenshots because it wont allow me to upload

Hi C1t0x3,

Thank you very much for your reply. I

I kindly ask you to answer the following:

• How many different payment methods have you used in total during the entire time you’ve been playing at this casino (for example: 1 card, multiple cards, bank transfer, e-wallet, etc.)?
• Are you ready to prove the ownership of every payment method you used?
• Is there any possibility that you may have used a joint bank account (shared with someone else) or a business account to make a deposit, even once?

These details are important to understand whether the casino has grounds for their claim or if the accusation might be incorrect.

Thank you in advance for your reply.

Hi petronela

I have used my skrill account my paysafe account my credit cards and my wives credit cards nothing else and yes I am ready to prove

I don't care about the account I just care about the amount of money won that they won't give me because I "violated their rules"

Hi C1t0x3,

Thank you for your reply and for clarifying the payment methods you used.

To make sure I understand the situation correctly, please confirm the following point:

• You stated that you used your wife’s credit cards to deposit funds into your own casino account. Is this correct?

If so, I need to draw your attention to a very clear and explicit rule in the casino’s Terms and Conditions, which directly addresses this situation. According to Section 8.3 of the casino’s T&Cs:

"The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exclusively to your own account. (…) If we discover during our security checks that this has occurred, all winnings at the Website and the real money balance will be forfeited and the account will be blocked."

This means that using your wife’s credit card, even once, constitutes a third-party deposit, which is explicitly prohibited under the rules you agreed to when registering.

While I understand your frustration—especially since you mention playing for a long time without issues—the fact that a rule may not have been enforced earlier does not override or invalidate it once the violation is identified.

Please confirm whether the above understanding is correct. Once we have your confirmation, we will be able to clearly assess whether the casino’s decision was in line with its published Terms and Conditions and advise you accordingly on the realistic next steps.

Thank you in advance for your clarification.

Yes but it is unfair 2 and a half years with the same deposit methods and now they ban me

They should have payed me the amount owed then close my account

It is the first time this happens to me and I am pissed

I want my money

Dear C1t0x3,

Thank you for your last message. I’m sorry to hear how upsetting this situation has been for you.

After carefully reviewing all the information you provided, I need to be transparent and clear about our conclusion.

You have confirmed that you used your wife’s credit cards to deposit funds into your own casino account. This is considered a third-party deposit, which is explicitly prohibited under the casino’s Terms and Conditions and also conflicts with standard AML (anti-money-laundering) requirements that apply across the industry.

If the deposits had been made from a joint bank account held in both your and your wife’s name, this would be a different situation and something we could further assess. However, using payment methods registered exclusively in another person’s name is regarded as a serious breach of the rules. In such cases, casinos are generally entitled to forfeit winnings and block the account once the violation is identified.

I understand your argument that these payment methods were used for a long time without issue. However, the fact that the casino did not detect or act on the violation earlier does not invalidate the rule itself, nor does it create an obligation for the casino to pay out winnings once a breach is confirmed. Each player is responsible for ensuring that their account details are accurate and that all deposits are made using their own funds and payment methods.

For these reasons, we are unable to challenge the casino’s decision or request the payment of the disputed winnings. As a result, this complaint must be rejected.

I know this is not the outcome you were hoping for, but I want to be honest with you about the limits of what we can reasonably pursue in this case.

Thank you for your understanding.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru