RaceUp Casino - Igrački nalog je zatvoren bez objašnjenja.

My account at RaceUp Casino was deactivated on 26.05.2026 and I am currently unable to access my account, my funds or request any withdrawals.

At the time of deactivation, I had pending withdrawal requests totaling approximately €13,500. These amounts are visible in my account history as multiple rejected withdrawal attempts.

I have deposited a total of €3,000 via bank transfer. I have also previously received successful withdrawals totaling €2,500 from the same account. No bonuses were used at any time.

Since the account was deactivated, I have contacted customer support through multiple available channels, but I have not received any response, acknowledgment, or ticket confirmation for 6 days.

The account now shows the message "Your account is deactivated" and I am completely locked out of my funds.

I am willing to fully comply with any verification (KYC/AML) requirements and provide all necessary documents, including identity verification, proof of address, and proof of payment.

Requested resolution:

Clear explanation for the account deactivation

Confirmation of my account balance and pending withdrawals (€13,500)

Information about any required verification steps

Processing of my withdrawal if no violation has occurred

Additional information:

No bonuses were used

All deposits were made via my personal bank account

Previous withdrawals were successfully processed

No response has been received from the casino despite multiple contact attempts

The casino has not provided any ticket number or support confirmation

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you haven't passed the verification before you lost access to your casino account?
• When did you make the last successful withdrawal?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

I was mainly playing in the live casino section.

As far as I am aware, I had already completed the verification process before losing access to my account. I submitted my ID document, proof of address, proof of deposit/payment, and age verification. I was not informed of any outstanding verification requirements.

My last successful withdrawal was on 18 May 2025.

Before my account was deactivated, I had several withdrawal requests rejected, totaling approximately €13,500.

I would also like to clarify that the last email I received from the casino stated that a withdrawal request had been rejected due to a withdrawal frequency limit of €2,500 per 14 days.

After receiving this notification, I submitted additional withdrawal requests, which together amounted my whole balance of €13,500.

However, the email only referred to the withdrawal frequency limit. It did not mention fraud, bonus abuse, AML concerns, multiple accounts, or any other violation of the casino’s terms and conditions.

My concern is not the withdrawal limit itself, but the fact that my account was subsequently deactivated without explanation and that I have received no response to any of my attempts to contact the casino.

Previous withdrawals had already been successfully processed after I had submitted my verification documents.

I remain fully willing to cooperate and provide any additional documents if further verification is required.

Thank you for your assistance.

Kind regards,

Justin M***

Sorry, i have to correct the Date of the Last succesful withdrawal. It was the 18th of May 2026.

Kind regards

Justin

Thank you very much for your reply, mitroplays. Could you please forward all relevant correspondence between you and the casino, even if the casino didn't respond to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

Thank you for your reply.

I have just sent all relevant emails and screenshots to your email address.

Please let me know if anything else is needed.

Kind regards,

mitroplays

Dear mitroplays,

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, Michal (michal.k@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,

Kristina

Hello mitroplays,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite RaceUp Casino to join the conversation.

Dear RaceUp Casino,

We would appreciate your clarification regarding the grounds on which the player’s account was closed and the reasons their winnings have not been disbursed.

If this information and any supporting evidence cannot be shared publicly, I would be grateful if you could send it directly to me at michal.k@casino.guru for independent assessment.

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 mitroplays,

I have tried to contact the casino repeatedly but have 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, as outlined in section 15.5, Alternative Dispute Resolution (ADR), of the casino's Terms and Conditions, I recommend that you submit your complaint to EGIS via email at disputes@egis-adr.com.

You may also find our article, How to submit a complaint to a regulator | Casino Guru, helpful when preparing your submission.

As EGIS cooperates with the relevant gaming authority, it may have additional options and powers to assist you in resolving this matter.

Should you decide to pursue this route, I would appreciate it if you could let me know the outcome of your complaint and whether EGIS was able to assist you. You can reach me at michal.k@casino.guru.

I am sorry that we were unable to provide a more favourable resolution in this case.

Best regards,

Michal

Casino Guru