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My account was suddenly closed without any reason or notice. At the same time, withdrawals were frozen and I haven't been able to withdraw any funds. I believe this is an attempt to abscond with my money.

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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.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Was your account blocked after you submitted a withdrawal request?
• What types of games did you play to accumulate the winnings you were trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

I had been in contact with support regarding KYC procedures until the day before my ban, and it was almost complete, just waiting for finalization. I was instructed to complete KYC after requesting a withdrawal, so I proceeded as such, submitting my withdrawal request with the KYC documents attached. The winnings I attempted to withdraw were solely from playing baccarat with the cash portion after receiving the first deposit bonus (a separate bonus), and I had only played with the cash portion more than one time. I was attempting a test withdrawal because I was afraid of this kind of withdrawal scam.

Hello salisero,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear salisero;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear salisero,

Thank you for your message.

In order for me to better understand what led to the closure of your account and properly assess your case, I kindly ask you to provide the following:

• Any communication you had with the casino (emails or chat transcripts), especially regarding your KYC verification, withdrawal request, and account closure
• Copies of the KYC documents you submitted to the casino (or confirmation of what exactly was submitted)
• Any responses from the casino explaining or referencing the reason for blocking your account

You can upload the documents directly here in the thread or send them to my email at karla.m@casino.guru.

This information will help me review your case more thoroughly and proceed with the next steps.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Karla

Casino Guru