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I played, won a few thousand, submitted KYC, and had to submit further documents several times.

In the meantime, I continued playing and managed to win €10,000 before all KYC documents were approved.

I requested a withdrawal of €2500 four times. 24 hours later my account was blocked without reason.

Ich habe gespielt, hab ein paar Tausend gewonnen, KYC eingereichr und musste mehrfach dokumente weiter einreichen.

Zwischenzeitlich habe ich weiter gespielt und habe es geschafft 10.000€ zu erspielen bis alle KYC Dokumente genehmigt wurden.

habe 4x2500€ zur Auszahlung beantragt. 24h später war mein Konto Grundlos gesperrt.

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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.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?
• Can you please clarify when exactly your account was created and when it was closed?

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

Best regards,

Kristina

Hello,

-My account was created on December 15, 2025 and blocked on January 18, 2026 at approximately 11:40 AM in Germany.

- I only played slots

-There was a bonus active for a short time, but I deactivated it before the big wins came.

I had €900 in my account and received a €2000 bonus, which I deactivated because €90,000 in turnover didn't seem realistic. After that, I landed a €2500 profit with a balance of around €470 and continued playing from there.

Dennis

Hallo,

-mein Konto wurde am 15.12.2025 erstellt und am 18.1.2026 um ca 11:40 Uhr Deutschland gesperrt.

- ich habe ausschließlich Slots gespielt

-es war kurzzeitig ein bonus aktiv, welchen ich aber deaktiviert habe, bevor die großen gewinne kamen.

ich hatte 900€ stehen und habe 2000€ bonus erhalten, diesen habe ich draktiviert, da 90000€ Umsatz nicht realistisch erschienen. Danach habe ich bei ca 470€ eunen 2500€ Gewinn gelandet und von da aus weiter gespielt.

Dennis

Update:

I was able to contact support and it was a mistaken suspension.

The account was unlocked and I had to submit another document.

This document has been verified.

I have now requested the payout of €10,000 again and will continue to update whether the payout of 4 x €2,500 goes ahead or if it does not.

Update :

Konnte mich mit dem Support in Kontakt gehen und Es war eine Irrtümliche Sperrung.

Der Account wurde Entsperrt und ich musste ein weiteres Dokument nachreichen.

Dieses Dokument wurde bestätigt.

ich habe nun erneut die Auszahlung der 10.000€ beantragt und werde weiterhin Updaten in sofern die Auszahlung von 4x2.500€ von statten gehen bzw. falls sie nicht durchgeführt werden.

Thank you very much for your reply and the update, NotADennis. I hope you will receive your winnings soon. I will keep this complaint open until you confirm your withdrawals have been successful. Please keep me informed about any further developments.

Dear NotADennis,

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,
Kristina
Casino.Guru