The player from Germany fulfills the wagering requirements and requests a withdrawal after receiving a bonus. However, after providing identity verification, he is locked out of his account and unable to access his funds.
29Black Casino - Player's account has been closed.
Opened
Current status
Waiting for player to reply
5d 22h 40m 33s
29Black Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
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19 hours ago
Translation
Hello, I received a 1000% bonus up to €300 from the casino. This was my first deposit. I met the wagering requirements and the maximum cashout of €2500. I requested a withdrawal, then I had to verify my identity, which I did. Then I was asked to take a selfie with my ID. A week later, I can no longer log in; I'm locked out.
Automatic translation:
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1 hour ago
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.
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1 hour ago
Dear Polizei110,
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.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your balance in the casino? (slots, live games, betting on sports)
- Have you contacted the casino support regarding the login issue? If so, what was their response?
- Was there any indication or notification from the casino about your account being locked?
You can send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
