Fridayroll Casino - Igrački nalog je suspendovan bez jasnog razloga.

I want to file a complaint against this casino because my account was verified and I received notifications confirming that my account is verified.

After I provided all the necessary documents, I made withdrawals, After that, my account was suspended. I believe it may have been closed, but I can still access it, and it keeps asking me to upload a bank statement for the last three months.

I cannot provide a three-month bank statement because I opened my bank account on March 3, 2026, which I used to deposit into the casino.

I have provided a bank statement from March 3, 2026 until the present, in PDF format. I also provided confirmation in PDF showing when my account was opened. However, my bank statement is constantly being rejected.

I want to mention that my transaction with the casino can also be found on the bank statement.

I am unable to have a proper conversation with them because they always respond by telling me to upload a three-month bank statement and nothing else. It feels like I am talking to a robot.

I do not understand the reason why my account was suspended or closed, because the verification was already completed, all documents were provided, and I received an email confirming that my account is verfied.

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Initially, you mentioned that you have access to your casino account; however, later, you indicated otherwise. Can you please clarify whether you have access to your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I would like to clearly explain my situation, as there seems to be a misunderstanding regarding my account and the requested documents.

I do have access to my account, however it is currently restricted. I am only able to log in, view my account history, and upload verification documents.

I have played slot games and I did use an active bonus at some point. However, after I submitted my documents and received confirmation that my account had been successfully verified, I proceeded with a withdrawal. At that moment, the bonus was automatically canceled. Therefore, this issue is not related to any bonus activity.

The actual problem concerns the bank statement requirement. I have been repeatedly asked to provide a 3-month bank statement that includes a transaction to casino.

I have already explained multiple times that my bank account was opened on March 3rd, 2026. Because of this, it is simply impossible for me to provide a 3-month bank statement.

Instead, I have provided:

A full bank statement in PDF format covering the entire period from March 3rd, 2026 (account opening date) until the present day

This statement clearly shows the transaction made to your casino

An official confirmation document showing the exact date my bank account was opened

Despite providing all available and relevant documents, my bank statement continues to be rejected, and I am repeatedly asked to provide a 3-month statement, which does not exist in my case.

The problem with them is that they don't want to understand that I can't provide a three-month bank statement because my bank account wasn't opened three months ago. That's the problem and that's why they keep rejecting my bank statement, but on the bank statement I provided from 03.03.2026 to the present, the transaction to the casino appears.

Thank you very much for your reply, Mihai1993. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, I have provided you with absolutely all the data by email.

Hello, forget what the Casino keeps telling me, they keep insisting that they don't see the transaction on my account statement on the 6th, I've explained this to them many times, but they don't want to understand and they don't want to check.

Dear Mihai1993,

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, Martina (martina.b@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,

Kristina

Dear Mihai1993,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Fridayroll Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Good afternoon,

I am still patiently waiting for the casino’s explanation as to why they claim they cannot see my deposits to their casino.

I have already provided my bank account statement, detailed records of every transaction made to the casino, and screenshots from my online banking application, yet they still continue to claim that they cannot see my deposits between me and the casino.

The transaction was processed through a payment processor, so there is no way for the casino’s name to appear directly on my bank statement. The name that appears is the payment processor’s, which acted as an intermediary between me and the casino.

I am attaching a screenshot of my account statement showing the transaction date. Although I made the deposit to the casino on the 6th, it appears on my bank statement on the 7th due to bank processing times and the payment processor’s procedures.

Therefore, they cannot claim that my account statement does not show the deposit made to the casino. This is completely false.

I am still waiting for a clear explanation regarding this matter.

Dear Mihai1993,

We would like to inform you that your verification is still in progress, as we require a bank statement covering a three-month period. The document must include all transactions, clearly showing the deposits made to your casino account.

This is a standard requirement as part of our AML procedures to verify the source of funds. You can find more information about this process in the relevant section at the bottom of our website.

Please be advised that the documents previously submitted appear to have been altered and therefore cannot be accepted. In accordance with Clause 7.5 of our Terms and Conditions, all documents provided must be authentic and unmodified.

To continue with the verification, please upload one original bank statement covering three full months, ensuring that all transactions are fully visible.

Dear Martina,

We have also sent you an email with additional details. Kindly review it at your earliest convenience.

Kind regards,

Fridayroll Casino

Dear Sir or Madam,

Until now, in all the emails I have received from you, you have consistently stated that you are unable to locate my deposit to your casino. You are now presenting a different explanation, which raises serious concerns regarding the consistency and reliability of your responses.

I have clearly explained that I am unable to provide a three-month bank statement, as my Revolut account was opened on March 3, 2026. I have already provided a complete bank statement covering the entire period from March 3, 2026 up to the present date.

In addition, I have submitted official confirmation showing the exact date my account was opened. Despite this, you have continued to claim that my deposit does not appear on my bank statement.

Please also note that the bank statement provided is an original PDF document issued directly by my bank and has not been altered in any way.

Furthermore, the deposit may appear on a different date (for example, one day later) due to standard processing times of the bank or payment provider. This is a normal occurrence and does not invalidate the transaction.

Now you are raising a completely different issue. I would like to understand why this was not communicated earlier via email, and why new reasons are being introduced only at this stage.

Such conduct is unacceptable and raises concerns that this matter is being unnecessarily delayed.

Dear Mihai1993,

Thank you for the information provided.

In cases where there is a discrepancy with a deposit, it is usually very helpful if the player can provide an official confirmation from their bank stating that the transaction (including the specific amount and transaction ID) was successfully completed and credited to the intended recipient.

Dear Spinania Casino Team,

Thank you for your response.

I would like to kindly ask what alternative document the player could provide, as it seems he is unable to submit a 3-month Revolut statement. Any guidance on acceptable substitutes would be greatly appreciated.

Thank you very much in advance.

Hello, I would like to clarify this situation.

The casino has received from me an official bank transaction document in PDF format. This document clearly shows the transaction number and the transaction ID. It is an official document issued by the bank — it cannot simply be dismissed as something downloaded from an unknown source or as a falsified document.

The transaction contains a unique ID. Using this ID, the casino has the ability to verify the transaction and confirm that the payment was made to them. However, instead of performing this verification, they prefer to claim that the documents are edited or fake, without providing any proof or conducting proper checks.

The payment provider that facilitated the transaction between me and the casino could also have been contacted by the casino to confirm the transaction. This transaction appears both on my bank statement and on the official bank document that I provided, which clearly shows the payment made to the casino.

From my point of view, these are just excuses to avoid paying my winnings. If I provide a transaction that includes a valid ID and the name of the payment provider, it clearly means that the casino received the money through that provider. They could easily verify this by contacting the payment provider and checking the transaction ID.

However, they are choosing not to do so.

Additionally, I would like to emphasize that this matter is urgent. My Revolut account will be closed within the next 15 days, and this is the same account I used to deposit funds into your casino. For this reason, I kindly request that this issue be resolved within this 15-day timeframe. After my account is closed, I will no longer be able to process withdrawals through the same account used for deposits.

Dear Mihai1993,

can you please clarify the reason, why is your Revolut account closing?

Yes, I can provide this information. I received the amount of €4,000 from two online casinos, and my bank is asking me to prove where this money comes from, and the proof must be only in PDF format.

And the casino I wrote to, one of them, is replying that they cannot provide it to me in PDF format, and the bank does not accept screenshots, only PDF formats.

I am attaching here the images with the amounts received and the conversation with the casino showing that they do not provide it to me in PDF format, and my account will be restricted in 16 days, because I will not be able to provide it in PDF format if the casino does not send me this.

Hello, Mihai Nicusor

Your account has been permanently closed due to fraudulent activity and multiaccounting.

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

You are allowed to have only one (1) account. Only one account for each household, IP, PC is allowed. If you attempt to open more than one account, all accounts you try to open may be blocked or closed and any bets may be voided. Also, any returns, deposits, winnings, or bonuses which you have gained or accrued during such time as the duplicate account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the duplicate account.

The deposit amount will be returned to the card shortly, winnings have been withheld. If you have any more questions, please contact us via chat or email.

This ist from casino

Dear Sir/Madam,

There is no issue from my side, and of course it is your decision how you wish to proceed. However, I would like to receive evidence for the claims you are making against me.

If you are stating that I had a duplicate account or that I violated your Terms and Conditions, then I kindly ask you to provide clear proof supporting these accusations.

Anyone can simply make such statements, but I believe that serious accusations should be supported by proper evidence. Therefore, I respectfully request that you provide documentation or proof showing that I had a duplicate account or that I breached your Terms and Conditions.

would like you to provide the evidence for the claims you are making. Your assumptions, suspicions, or personal beliefs do not prove what you are accusing me of, which is why I am requesting proper evidence from your side.

Please provide me with the proof that you claim shows I violated your Terms and Conditions, had multiple accounts, or committed any other violation you believe I am responsible for. I would like to see the actual evidence supporting these accusations.

Thank you in advance for your clarification.

Dear Sir/Madam,

I strongly dispute the allegations made against me regarding fraudulent activity and multiaccounting.

You have accused me of serious violations, including fraud and multiple accounts, yet you have provided absolutely no evidence to support these claims. Since these accusations may seriously affect my reputation and finances, I formally request that you provide clear and complete proof of the alleged violations.

I won my funds fairly and in accordance with your Terms and Conditions. Therefore, assumptions, suspicions, or automated flags alone cannot be considered sufficient evidence for withholding my winnings.

Please provide:

Evidence of the alleged multiaccounting;

The specific data or activity that led to your decision;

Any IP addresses, device information, or records you rely on;

The exact Terms and Conditions clauses you believe were violated;

Confirmation of whether this decision was reviewed manually or automatically.

If you fail to provide proper evidence and continue withholding my winnings without justification, I will proceed with formal complaints and legal action through the relevant gambling authorities, consumer protection agencies, ADR services, and other competent institutions.

I expect a transparent and professional response within a reasonable timeframe.

Kind regards,

Mihai Nicusor

Hello Martina,

We have sent you an email containing the information about the case. Please check it out at your earliest convenience.

Thank you for your patience.

Best regards,

Fridayroll Casino

Dear Casino Team,

I have now obtained and downloaded a new and complete bank statement directly from my bank in order to eliminate any further claims or accusations that my previous documents were false, modified, or edited in any way.

Until now, in all emails sent to me, you repeatedly stated that my deposit transaction could not be found and did not appear in your system. However, my bank statement clearly proves otherwise.

The statement clearly shows that the same payment processor/intermediary company that handled the transfer between myself and your casino platform is also the entity that returned the funds to my bank account. This directly confirms the existence of the transaction and the connection between my deposit and your platform.

Furthermore, yesterday you informed me by email that my account had been permanently closed and that the refund/payment had already been processed. As clearly shown on my bank statement, the funds arrived in my account only today, which confirms that the payment was initiated and processed from your side.

Under these circumstances, I officially request the following:

Full and concrete evidence regarding all accusations made against me;

Documentary proof supporting your claims regarding any alleged breach of your Terms and Conditions;

A detailed explanation of exactly which rules you believe I violated and the evidence used to support those allegations.

These accusations are extremely serious and cannot be justified by mere suspicions, assumptions, or generic statements without verifiable proof.

I have provided clear documentation and evidence from my side, and I expect the same level of transparency and professionalism from your company.

Please be advised that I am fully prepared to continue pursuing this matter through all available legal and regulatory channels, including submitting formal complaints to your licensing authority, relevant ADR/dispute resolution bodies, consumer protection authorities, and any other competent institutions related to this case.

I kindly request a full written response together with all supporting evidence as soon as possible.

Hi Martina

I am sending you a private message because I discovered where this harassment from these scammers is coming from.

Dear Mihai1993 and Fridayroll Casino Team,

Thank you for your emails. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.