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Player.ro confiscated my 5,438 RON balance based on "failed verification", but support locked the account before I could even use the new verification session they granted me.Hello,I want to add essential and updated details to my complaint against Player.ro, as they have just unfairly closed my account and confiscated my balance of 5,438 RON. I want to emphasize that all the funds in my account were won completely legitimately from Live Casino Baccarat. I did nothing else but play this specific live game legally, and my balance is entirely the result of my gameplay.The issue originally started with the biometric KYC verification. Their automated software system kept crashing and throwing errors when I tried to complete the facial selfie. On June 4th, 2026, I contacted live chat support to report this issue. The support agent, Denisa, reviewed my case and explicitly stated that I still had a chance to pass the verification and reopened a new session for me to re-upload my documents and try again. I want to underscore a crucial fact: Since that conversation on June 4th, I did absolutely nothing on the account and did not attempt any further verification because I was waiting for their further instructions or system reset. Today, on June 13th, 2026, I noticed I could no longer access my account. I contacted live chat again, and the new agent, Cătălin, bluntly informed me that the decision to close my account permanently is final and that my funds of 5,438 RON have been confiscated based on general terms and clauses (5.3, 4.2, 6.1.18, 15.3, 4.6). This is a complete lack of logic and a severe abuse of player rights by the casino. They are confiscating my money won from Live Baccarat and accusing me of violating verification rules, even though, from the exact moment support granted me a fresh verification session, I haven't made a single action or upload on the account. Essentially, they misled me in chat by promising a new chance, let the days pass, and then used that time to block my account and seize my funds without giving me the opportunity to use the session they provided. I have attached both chat transcripts as proof (the chat with Denisa from June 4th and the chat with Cătălin from today). I kindly ask the CasinoGuru team to investigate this predatory behavior and help me recover my 5,438 RON. Best regards,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Player.ro

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please share with me the documents that the casino rejected as altered?
• Could you please share with me your communication with the casino regarding the issue? Make sure the sender, recipient, and time of the communication are visible. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear frigar56,

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.

Hello Tomas,

Thank you for taking my case. Here are the answers to your questions:

Account age and closure: I registered my account around mid-March 2026, and it was permanently blocked on June 13th, 2026.

Rejected documents: The casino's automated software kept crashing during the biometric facial selfie. They did not explicitly send me an email stating which document was "altered", they just locked the account on June 13th after previously reopening a verification session on June 4th.

Communication and Proofs: I am now attaching the screenshots of my live chat conversations with Denisa (June 4th) and Cătălin (June 13th), as well as the official registration proof of my complaint to the Romanian National Gambling Office (ONJN).

Thank you for your help, and please let me know if you need anything else.

Best regards,

Dear frigar56,

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, Mirka (miroslava.d@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,

Tomas

Dear frigar56,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Player Casino representative to join this conversation.

Dear Player Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

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.

Dear frigar56,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the ONJN Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator here.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova