Casino Universe - Player's account has been closed after winning.

On October 15, 2024, I won money at the casino. A couple of days after the event, I went to check my withdrawal only to find that my account had been closed.

I went to ask about it in the chat. They replied that my account was under investigation. From time to time, I have checked the status. Almost two weeks have passed, and I still haven't received any updates on the situation. I offered to send them any documents they might need. The chat support has not addressed this issue, and my messages seem to have been of no use. I have read all the bonus terms and rules while playing, so I am aware of them and have followed the casino's rules while playing.

Dear Gamess,

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 investigation? 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

This was my first time playing at this casino. So the first repatriation.

Before playing, I sent documents in the Kyc confirmation section of the casino, some were still waiting for approval.

I collected my winnings with an active bonus, I completed a rollover. My bonuses showed the recycling amount, which I followed, and when the recycling was full, this Bonus was removed and the bonus money was transferred to my own balance.

Dear Gamess, do you have any updates regarding the investigation, please?

I have sent them an email. Above is a picture of it, there is no other situation update at the moment. The casino's chat does not take a stand when you ask about the incident or account investigation.

The latest situation update

Dear Gamess, was the investigation completed last week as mentioned in the screenshot?

It has not been completed and no new information has been received regarding the investigation.

Latest situation update

Dear Gamess, please provide an update by the end of the week.

Dear Gamess, am I correct in understanding that your casino account was blocked, but they will still pay your winnings?

that's how I understood it too, but I'll find out when the money comes into the account. Yes my account has been blocked!

Dear Gamess, do you have any updates on the amount to be returned to you?

They refunded me €100, so I didn't get my winnings.

Thank you very much, Gamess, 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. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Gamess!

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. 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!

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.

We are extending the timer as it seems like we are beginning to establish the contact with the casino.

We are in an ongoing conversation with the casino, so I am prolonging the timer for 7 more days.

Gamess, thank you for your patience!