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Hi,

I got your email today saying my account is closed because Germany is restricted. I don't accept this and I want my balance of 2,788€ paid to the ETH address on file (address hidden by Casino Guru).

Your website is in German. I registered with Germany as my country and you accepted it. You took my 0.1 ETH deposit. You let me play. You processed my withdrawal request on 12 May and put me through two rounds of KYC between 14 and 21 May. I sent everything you asked for, including the selfie with my ID and a handwritten note dated that day.

If Germany was really restricted, you should have blocked me at registration or refused the deposit. You can't run a German site, accept a German player, verify him twice, and only then say his country isn't allowed. That just voids the winnings while you keep the deposit.

I want my full balance paid out. If not, then at minimum a full refund of my deposit and a clear explanation of when Germany was added to your restricted list.

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 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 forward the email you received from the casino informing you that your account had been closed to veronika.f@casino.guru?
• Has the casino specified what will happen to your balance now that Germany is listed as a restricted country?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Am I correct in understanding that you were able to register using your real personal information, including your address and country of residence, without any issues?
• What types of games did you play to accumulate your winnings?

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

Dear Mbmbmbmb90,

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,
Veronika
Casino.Guru