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Hello

My account got restricted, after contacting support I was asked to pass KYC, I sent them required documents and I got reply that my account got fully verified but just after that I checked my account functionality and it was blocked still or again. I've asked what is wrong with my account and they told me to send new photo.

I sent them photo with correspondence in the background and got prompt reply that I should return in 3 days for verification result, however over a week already have passed and they now fully ignore me.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please 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.

• Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?
• Have you received any response regarding the photo you most recently sent to the casino?
• When was the last time the casino communicated with you regarding the verification of your account?

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 Veronika

I played mostly sports and some casino.

They have not reply me since 30.09.2025, everything is on the screen.

Please forward me the photos you most recently sent to the casino for verification at veronika.f@casino.guru.

Has the casino contacted you in any way in the meantime? Has your document been reviewed by the relevant department? If you have any additional communication you could provide us with, kindly send it to me as well.

Since the day I sent my selfie with their website in the background, 30 September, they have not responded. It will soon be three weeks of waiting.

Thank you very much, audikw8, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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

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 there,

Thank you audikw8 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Fonbet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact Fonbet Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Fonbet Casino. We received the following message:

Dear audikw8,

We sincerely apologize for the inconvenience and frustration caused by the extended review of your account.

Your account was placed under an additional verification procedure. In rare cases, such checks may take longer than the standard timeframe due to internal security and compliance requirements.

According to our records, the verification of your account was successfully completed on 18.11.2025. Subsequently, on 13.12.2025, all available funds were fully withdrawn by you. At this moment, all financial obligations on our side have been fulfilled, and the account balance is 0.00 PLN.

Kind regards,

Fonbet Casino Team

Dear audikw8, can you let us know if your issue has been resolved and you do not require any further assistance? Thank you in advance!

Dear audikw8,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru