FS Casino - Igrački račun je zatvoren bez jasnog obrazloženja.

I have now received the following response from the casino:

"Your account has been blocked due to a violation of Rule 8.3 (use of third-party information). The creation of new accounts and further gameplay on the website are prohibited."

This is the first time the casino has provided any reason for blocking my account. Prior to this message, no specific allegation, explanation, or evidence had been presented to me.

I completely deny these accusations. I have never knowingly used any third-party information, and I have not been provided with any evidence showing how I allegedly violated Rule 8.3.

I registered my account on March 22, 2026, claimed a deposit bonus, and played both live casino games and slots. During the entire period of my activity, the casino never raised any concerns regarding my account. Instead, we were engaged in KYC-related communication.

The casino has now confiscated a balance of approximately €3,050 while providing only a brief reference to a rule number and a general accusation. No specific details have been disclosed regarding what information was allegedly used, when the violation supposedly occurred, or what evidence supports this conclusion.

I respectfully ask the casino to provide:

A detailed explanation of the alleged violation;

The specific information that is claimed to have belonged to a third party;

Evidence supporting the accusation;

An explanation as to why this issue was not raised during the KYC process if such concerns genuinely existed.

At this point, I believe the casino has failed to justify both the account closure and the confiscation of my funds. I kindly ask Casino Guru to request supporting evidence from the casino and assist in obtaining a transparent explanation of this decision.

Thank you for your assistance.

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 yuma7rin,

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.

• Did you pass the verification before you lost access to the account?
• When exactly was your account blocked?
• Could you please share with me your communication with the casino regarding the accusations made against you? 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

Dear Jean,

Thank you for your response.

To answer your questions:

No, I did not pass verification before losing access to my account. The KYC process was still ongoing, and I was communicating with the casino regarding verification requirements.

My account was blocked on June 8, 2026. On that date, I received an email from the casino stating that my account had been blocked due to an alleged violation of Rule 8.3 (use of third-party information).

I have forwarded the notification email from the casino to your email address so that you can review the communication and the accusation made against me.

I would also like to emphasize that before receiving this email, the casino had never informed me of any concerns regarding the alleged use of third-party information. The accusation was made without providing any supporting evidence or detailed explanation.

Thank you for your assistance, and please let me know if you need any additional information.

Best regards,

yuma7rin

Thank you. I received your email.

I understand that your account was undergoing KYC verification.

Could you please let me know which documents the casino asked for and which ones you have provided?

You said that you were communicating with the casino regarding verification requirements. To understand what had happened, could you forward your correspondence with the casino to jean.s@casino.guru?

Dear Jean,

Thank you for your reply.

As part of the KYC process, the casino requested documents to verify my identity, address, and payment method.

I provided the following documents:

A government-issued identification document

A selfie for identity verification

Proof of address

Payment verification documents

The verification process was still ongoing when my account was blocked. Throughout the KYC procedure, the casino never informed me of any concerns regarding the alleged use of third-party information, nor did they indicate that there were any issues with the documents I had submitted.

As requested, I have forwarded my correspondence with the casino regarding the KYC process and verification requirements to your email address. This includes the communication related to the documents requested and submitted during the verification process.

I would also like to point out that the casino was actively reviewing my KYC documents before suddenly accusing me of using third-party information. Despite making such a serious allegation and confiscating approximately €3,050 from my account, the casino has not provided any specific explanation or evidence to support its claim.

Please let me know if you require any additional information.

Best regards,

yuma7rin

Dear yuma7rin

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, Samko, (samuel.s@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

Dear yuma7rin,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from FS Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear FS Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel