Casinado Casino - Player's account has been closed after a large win.

I have encountered a serious problem at "Casinado Casino," where my account has been blocked due to my significant win of 11,500 euros. I have tried to contact customer support, but I have not received a satisfactory response or explanation for the block. This situation raises concerns about fairness and transparency, and I am prepared to take necessary legal action unless the situation is resolved promptly.

Dear long,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hello,

• I have not done withdrawals before.
• I haven't passed the KYC verification when I wasn't asked for anything. just read that "your account currently does not need confirmation"
• I won with bonus money. I deposited €350, got a 100% bonus and won with it. but I played according to the rules with a max bet of €5.
• I went to live chat, it didn't help. and I also sent an e-mail to the casino, but no one answered me.

I didn't do anything wrong. I won money, the next day I tried to log in and your account was blocked without any explanation.

Dear Long, was it a casino bonus or a sports betting bonus?

Did you use any other bonuses at this casino?

hi, i didn't use any other bonuses. but a welcome casino bonus.

Thank you very much, long, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Dominika, Thank you, I'm waiting.

Hello, long,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casinado Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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 long,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Anjouan Gaming) and submit a complaint directly to the regulator. You can do it HERE, through a button at the bottom of the website. Also, I am adding our article with general information about complaints submitted to regulator, available HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Dear All,

We’ve reopened this complaint at the request of Casinado Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for your email, Casinado Team.

Dear long,

I have established communication with the casino team regarding your case. I have received some information, but I have requested additional information to get a better understanding of the situation. Can you please confirm if any of your friends or family members hold an account at Casinado Casino? If that is the case, have you been playing some games with them at the same or similar time by any chance?

Dear long,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.