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I won €1,828. I wanted to cash it out. The criminal casino delayed it. So I quit on Sunday, August 31, 2025, and continued playing. I then increased my winnings to €2,700, and in the middle of playing retro tapes, I was kicked out and my account deactivated. I then went into live chat and freaked out. And lo and behold, they unlocked my account, and all my winnings were gone. Everything.

This is criminal and must be prosecuted. I demand that Casino Guru, on all platforms, investigate this and bring these criminals to justice.

I can prove everything, everything with screenshots. This is pure fraud.

Ich habe 1828 Euro gewonnen. Diese wollte ich mir auszahlen lassen. Das hat das Verbrecher Casino hinausgezögert. So das ich es am Sonntag heute den 31.08.2025 abgebrochen habe und weitergespielt habe. Daraufhin habe ich den Gewinn auf 2700 Euro hochgespielt und mitten im Spiel retro Tapes werde ich rausgeschmissen und mein Konto deaktiviert. Daraufhin bin ich in den live Chat und bin ausgeflippt. Und siehe da sie entsperren mein Konto und mein ganzer Gewinn ist weg. Einfach alles.

Das ist Kriminell und muss strafrechtlich verfolgt werden. Ich verlange, von Casino Guru von sämtlichen Plattformen. Das dies nachverfolgen und diese Verbrecher zu Rechenschaft gezogen werden.

Ich kann alles nachweisen, per Screenshot alles. Das ist Betrug in Reinform.

Dear player,

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.

What specific response did you receive from live chat when you reported the issue of your account being deactivated?

Do you have any screenshots or documentation that can help support your claim regarding the lost winnings?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I sent you an email and have not received a reply yet.

Ich habe Ihnen eine Email geschrieben und bisher keine Antwort erhalten.

Dear player, I checked the email you sent, but please note that the communication only refers to the withdrawal delays, and does not include any evidence regarding your account deactivation or the missing balance.

To proceed with your complaint, I kindly ask you to request your game history from the casino in Excel format. This will allow us to check whether the funds were lost through gameplay or removed from your account for another reason.

As of now, you haven’t provided any proof that you actually had money in your account at the time of deactivation. Without such evidence, we are unable to move forward.

Dear player,

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,
Dominika
Casino.Guru