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It is difficult to prepare the necessary documents for the authentication required for withdrawal.

The authentication process took a long time, and when I tried to submit the documents I had prepared, I was suddenly blocked.

I didn't get a reply and I don't know what to do.

However, the sudden block and confiscation is so bad that I will file a complaint.

登録とプレイをして

出金する為に認証をしていて必要な書類が用意が難しく

認証認証に時間がかかり用意した書類を提出しようと思ったらいきなりブロックされていました

返事もろくに返ってこないしどおすればよかったのかわかりません

ただいきなりブロックで没収はあまりに酷いのでクレームを提出します

Hello,

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

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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue, or proof of your current balance? 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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I played it about 3 months ago

The block was recently

I prepared the authentication documents and tried to log in to submit them, but I was blocked.

I won a bonus on the slots

プレイは3ヶ月程前にしました

ブロックは最近されていました

認証用の書類を用意して提出しようと思ってログインしようとしたらブロックされていました

スロットでボーナスで当たりました

Hello kishimimi,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of ZoloBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear ZoloBet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

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. Normally, I would recommend you contact the Comoros Gaming Authority via the "File a complaint" field on the badge page and submit a complaint to them, however, the casino has the casino is closed, so I cannot give you a link to it. I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski