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

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.

Good afternoon, Samuel,

Detailed information regarding this matter has been sent to your email. Please review it at your earliest convenience.

Thank you.

Hello everyone,

thank you for the update.

Dear FS Casino,

thank you for your email and for providing the supporting information and evidence. I appreciate your cooperation.

Dear yuma7rin,

to make sure I fully understand the circumstances of this case, I would like to ask you a few additional questions.

Could you please confirm your full name as it appears on your casino account?

Additionally, could you describe in detail how you funded your casino account and how you requested your withdrawal? In particular:

• Which payment method(s) did you use to make your deposit(s)?
• Were the payment account(s) used for your deposits registered in your own name?
• Which payment method did you use to request your withdrawal?
• Was the payment account or wallet used for the withdrawal registered in your own name?
• If not, could you explain why a different payment account or wallet was used?

Please provide as much detail as possible regarding both your deposits and your withdrawal request.

I will await your reply before proceeding with my assessment.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your message.

For privacy reasons, I would prefer not to post my full name publicly on this complaint page. If necessary for verification, I am willing to provide it privately.

Regarding my deposits and withdrawal request:

I funded my casino account using cryptocurrency only.

The cryptocurrency wallet used for my deposits was my own personal wallet and was under my control.

I requested my withdrawal to my own Jeton account.

My Jeton account is also registered in my own name and is under my control. I have never used any third-party payment account or cryptocurrency wallet for either deposits or withdrawals.

I would also like to mention one detail that may be relevant. Due to what appears to be a display issue on the Jeton platform, my name is shown in Chinese characters instead of its normal form. However, this is still my own personal Jeton account registered under my identity. The way my name is displayed does not mean that the account belongs to anyone else.

If necessary, I am willing to provide additional information privately to verify that both the cryptocurrency wallet and the Jeton account belong to me.

Please let me know if you require any further information.

Hello everyone,

Dear yuma7rin,

thank you for your explanation.

Before proceeding further, I would like to clarify a few details regarding your payment methods and account ownership.

Could you please provide confirmation that the Jeton account used for the withdrawal is registered in your own name and belongs to you?

As the name displayed on the Jeton account may be relevant for the verification process, could you please provide:

• the exact name as displayed on your Jeton account (including the original characters, if applicable);
• the English version of the name;
• any available confirmation showing that the Jeton account belongs to you.

You may provide this information here in the complaint thread. If the documents or screenshots contain sensitive information, I can mark the attachments as sensitive before publication, so they will not be publicly visible. Alternatively, you may also send them directly to my email (samuel.s@casino.guru).

Thank you for your cooperation. I will review the provided information before proceeding further.

Dear Samuel,

Thank you for your message.

I have sent an email to samuel.s@casino.guru with the requested information.

The email includes:

A screenshot of my Jeton account profile showing the account information.

A copy of my identity document and proof of address to confirm my identity.

Reference material regarding the Pinyin representation of my name.

When I registered my Jeton account, I entered my personal information accurately using my own legal details. However, the name displayed on my Jeton account appears in Pinyin rather than in its original form. Furthermore, the displayed name uses my former surname, which leads me to believe that the information was automatically extracted from the image of my identity document during Jeton's verification process rather than being entered manually by me.

I would also like to point out that the email address and residential address registered on my Jeton account match my own information and are consistent with the documents I submitted.

Although the displayed name differs in appearance, the Jeton account belongs to me and is registered using my own identity. I have never used a third-party Jeton account or payment account.

I hope the documents I provided will help clarify this issue. Please let me know if any additional information or documentation is required.

Dear yuma7rin,

thank you for your update.

Unfortunately, I have not received any email from you at samuel.s@casino.guru. Could you please check whether it was sent to the correct address and resend it?

Could you also let me know which email address you sent it from? This will help me verify whether it may have been filtered or delivered incorrectly.

Additionally, I would appreciate some clarification regarding the name displayed on your Jeton account. You mentioned that it shows your former surname and that you believe this information was automatically extracted during the verification process.

Could you please explain how your surname changed? For example, was it due to marriage, a legal name change, or another reason? Any supporting information regarding this change would also be helpful for the investigation.

Thank you for your cooperation.

Dear Samuel,

Thank you for your message.

I realized that I had accidentally sent my previous email to the wrong email address. I have now resent it to samuel.s@casino.guru.

For privacy reasons, I would prefer not to disclose my email address publicly in this complaint thread. However, I can confirm that I sent the email from the same email address that is registered with both Casino Guru and the casino.

Regarding my surname, it changed due to marriage. To support this, I have also sent my marriage certificate by email.

Regarding the name displayed on my Jeton account, I entered my personal information correctly using my current legal surname when I registered the account.

However, the name displayed on my Jeton account appears in Pinyin, which is the standard Romanization of Chinese characters, and it also shows my former surname instead of my current legal surname.

I do not know why Jeton displays my name in this way, as it does not match the information I entered during registration. I believe this is related to the way Jeton processes or displays verified identity information rather than the information I personally entered.

I have already sent the following documents by email:

A screenshot of my Jeton account profile.

My identity document.

My proof of address.

My marriage certificate.

Reference material explaining the Pinyin representation of my name.

The email address and residential address registered on my Jeton account match the information on my identity documents and proof of address.

Despite the way the name is displayed, the Jeton account belongs to me and is registered under my own identity. I have never used a third-party Jeton account or payment account.

Please let me know if you require any additional information.

Hello everyone,

Dear yuma7rin,

thank you for your detailed explanation and for resending the requested documents. I have now received your email and reviewed the information you provided.

Based on your explanation, it appears that the discrepancy in the displayed surname may be related to your marriage and the way your information is displayed within your Jeton account. I also note that you have provided supporting documentation, including your marriage certificate, to explain the surname change.

Dear FS Casino,

after reviewing the documentation provided by the player, I kindly ask you to take another look at this case.

From the information currently available, it appears that the player has provided a reasonable explanation for the discrepancy in the name displayed on the Jeton account. If you still believe that the withdrawal was requested to a third-party payment account, please let the player know what additional documents or confirmation would be required to verify that the Jeton account belongs to them.

If the marriage certificate, identity documents, or any other supporting documentation could help resolve this discrepancy, I encourage you to request them directly so that the player has a fair opportunity to address your concerns.

I look forward to your response.

Thank you both for your cooperation.

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.

Good afternoon, Casino Guru team and yuma7rin,

We would like to clarify that we have not received any document confirming your change of last name.

However, taking into consideration the information you have provided, we have unblocked your account.

To proceed with the verification process, you are required to provide an official document confirming your change of last name. Please ensure that the document is provided in English.

You can upload the required document directly through your account profile.

Please note that withdrawals will become available once you have successfully completed the verification process.

Have a nice day.

Hello everyone,

Dear FS Casino,

thank you for taking another look at the case and for unblocking the player's account. I appreciate your understanding and willingness to provide the player with an opportunity to complete the verification.

Dear yuma7rin,

please provide the requested official document confirming your change of last name. As the casino specifically requires the document to be in English, please make sure that the document you submit meets this requirement.

Once you have uploaded the document through your account and completed the verification process, please let us know here so I can follow the progress of the case.

Thank you both for your cooperation.

Dear Samuel,

Thank you for the update. I also appreciate FS Casino's decision to unblock my account and allow me to continue the verification process.

However, I have a serious concern regarding the newly requested document.

I registered my FS Casino account using my current legal surname after marriage. All personal information I provided directly to the casino was provided under my current surname, and the identity and verification documents I previously submitted to the casino also show my current surname.

Therefore, I do not understand why an official document proving my surname change is now necessary to verify my FS Casino account. There is no discrepancy between the surname registered with FS Casino and the surname appearing on the identification documents I submitted to FS Casino.

The former surname only became relevant because of the unusual way my name is displayed on my Jeton account. As I previously explained, I registered Jeton using my current legal information, but Jeton displays my name differently. I have already provided supporting documentation to Casino Guru demonstrating that the Jeton account belongs to me.

I am also particularly concerned about the requirement that the surname-change document must be issued in English.

In Japan, official civil-status documents are generally issued by Japanese municipal authorities in Japanese. Obtaining an official document from a Japanese municipality specifically confirming a surname change in English is not a simple or standard procedure and may not even be available in the form the casino is requesting.

Furthermore, throughout the verification process, I have submitted official Japanese documents in Japanese, and these documents have previously been accepted. I therefore do not understand why this particular document must suddenly be in English.

I am fully willing to cooperate with reasonable KYC requirements and to provide documentation that is realistically obtainable in Japan. However, I respectfully ask Casino Guru and FS Casino to reconsider this specific requirement, or at least explain:

Why proof of my surname change is necessary when my FS Casino account and the identification documents submitted to the casino already show the same current legal surname.

Why this document specifically must be in English when my other Japanese official documents have been accepted in Japanese.

Whether the ownership of my Jeton account can instead be established using the documentation already provided or another reasonable verification method.

I am not refusing verification. I simply want to complete it using documents that are actually obtainable from Japanese authorities and that are reasonably necessary to establish my identity and ownership of the payment account.

I would therefore greatly appreciate Casino Guru's assistance in asking the casino to reconsider the English surname-change document requirement and provide a reasonable alternative if further verification is genuinely necessary.

Thank you for your assistance

Hello everyone,

thank you both for the detailed explanations.

Dear yuma7rin,

I understand your concern, and based on your explanation, I also think the casino should clarify why this particular document is necessary before you are expected to obtain it.

You state that your FS Casino account was registered using your current legal surname and that the identification documents already submitted to the casino also show the same surname. If there is therefore no discrepancy between the name registered with FS Casino and your current identity documents, I would like to understand what specific issue the requested surname-change document is intended to resolve.

Dear FS Casino,

could you please clarify this point?

If the player's account and previously submitted identification documents already show the same current legal surname, please explain why confirmation of the historical surname change is necessary to complete the verification.

I would also appreciate clarification regarding the requirement that this document must be in English. As the player explained, official Japanese civil-status documents may normally be issued in Japanese, and other official Japanese documents have apparently already been accepted during the verification process.

If the document is genuinely required, could you please also confirm whether you would accept the relevant official Japanese document together with a certified translation, or whether there is another reasonable alternative that would allow the player to complete the verification?

Finally, please clarify whether the information and documentation already provided regarding the Jeton account could be sufficient to establish ownership of that payment account, or what additional information would specifically be required for this purpose.

At this stage, I would prefer to understand the exact purpose of the requested document before asking the player to obtain a potentially difficult-to-obtain document from the Japanese authorities.

Thank you both for your cooperation.

Good afternoon, Casino Guru team and yuma7rin,

To proceed with the verification of your Jeton Wallet, we kindly ask you to provide proof confirming the name registered on your Jeton Wallet account.

Please note that the name registered in your Jeton Wallet differs from the name provided in your player profile and on your other payment methods. Therefore, we need an official document or other acceptable proof confirming that the Jeton Wallet belongs to you.

Please upload the requested document through your account profile so that we can proceed with the verification.

Hello everyone,

thank you, FS Casino, for the clarification and for explaining what is required to complete the verification of the Jeton Wallet.

Dear yuma7rin,

please proceed according to the casino's instructions and provide the requested document or other acceptable proof confirming that the Jeton Wallet belongs to you.

Once you have submitted the requested documentation through your account profile, please let us know if there are any further issues with the verification.

Thank you both for your cooperation.