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After requesting a withdrawal, I was asked to complete KYC verification.

After completing the KYC verification as required, I received a successful verification confirmation email.

Subsequently, after about 15 days of not receiving the withdrawal payment (€40.61), I spoke to customer support via chat to ask for an explanation.

Shortly afterward, I received an email telling me that my account had been closed without specifying any reasons and without my having done anything that violated the terms and conditions.

I can't access the site because I've been banned and can't withdraw my funds.

I attach the casino's emails and proof of KYC accepted by the casino.

Dopo aver richiesto un prelievo mi è stato richiesto di effettuare la verifica KYC.

Dopo aver eseguito la verifica KYC come richiesto, mi è arrivata la mail di conferma di verifica eseguita correttamente.

Successivamente, dopo circa 15 giorni che non veniva effettuato il pagamento del prelievo (40,61€) ho parlato via chat con l'assistenza clienti per chiedere spiegazioni.

Poco dopo mi è arrivata una mail nella quale mi è stato detto che il mio account è stato chiuso senza specificarne i motivi e senza che io avessi fatto alcuna cosa che violasse i termini e condizioni.

Non riesco ad accedere al sito in quanto sono stato bannato e non posso ritirare i miei fondi.

Allego le email del casino e la prova di KYC accettato dal casinò.

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.

Dear Ivothegoat,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

To help me better understand your case, could you please clarify a few points?

Could you please confirm the exact date on which you requested your withdrawal?

Did the casino inform you that your account would be closed or blocked before sending you the account closure email, or was the closure communicated only after you contacted customer support about your pending withdrawal?

Could you please confirm whether the balance you attempted to withdraw was accumulated through casino games, sports betting, or a combination of both?

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

Karla M.