Stupid Casino - Igrački račun je zatvoren, a dobici konfiskovani.

Hello CasinoGuru Team,

I am writing to file a formal complaint against Stupid Casino for unfairly deactivating my account and confiscating my winnings of €150.

Here is the exact timeline of what happened:

I registered an account and received a promo code for 20 No-Deposit Free Spins.

I played the free spins on the designated slot game and won around €4 from it.

According to the casino's terms for this specific promotion, the resulting bonus balance was eligible to be played on all games.

I then used that €4 balance to play Evolution Live Casino games fairly all night. Through strategic gameplay and luck, I managed to build my balance up to €110+

After finishing my session, I opened the support live chat to ask about the specific withdrawal conditions for my promo code balance.

Within exactly 20 seconds of sending my inquiry to the support agent, my account was abruptly deactivated/banned, and I was kicked out of the platform.

I have not cheated, I have not violated any terms, and I was fully prepared to complete my identity verification (KYC). The casino completely cut off my access and confiscated my hard-earned €150 just to avoid processing a legitimate payout from a no-deposit bonus.

I kindly request CasinoGuru to intervene, investigate my game history, and help me recover my rightful winnings.

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 specify how you obtained the promo code for the free spins? Did you receive it in a promotional email from the casino, find it directly on the casino's website, or obtain it from a third-party website?
• Am I correct in understanding that you wagered the €4 won from the free spins exclusively on live casino games?
• While wagering the winnings from the free spins, did you receive any pop-up messages, notifications, or warnings indicating which games were eligible or ineligible for completing the wagering requirements?
• Were you able to access and play live casino games with your €4 balance without any restrictions from the casino?

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 JOHANCHOLIC,

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