2UP Casino - Player's account has been closed after self-exclusion.

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.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with 2UP Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you have entered all of your personal information truthfully on both your accounts?
• Have you passed the KYC verification on either of your accounts?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@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,

Attila

Hello Complaints Team,

On 2UP.io, profile details and basic KYC are optional and were not required by the platform upon registration. As a result, profile fields were left blank on both accounts. I did not enter any nor false or misleading details on either profile.

Neither account underwent formal KYC verification, as 2UP does not enforce mandatory KYC for registration or deposits. However, because no profile data was required, I took the step of self-disclosing both accounts per the evidence provided which proved to the casino a clear link between the two, regardless of any profile information.

I will email with further evidence.

Thank you.

Thank you for your response. Could you please confirm whether you currently still have access to your account? Additionally, could you please forward receipts of the deposits made following the opening of your second account?

I look forward to your reply.

Hello,

I have emailed the deposit history information.

I can confirm I am still able access to the 2nd account but have not played on it since the incident.

Thank you for the clarification.

If neither account contained any personal information and neither account was KYC-verified, the casino may not have had sufficient information to identify that both accounts belonged to you and apply the self-exclusion across them. In that case, I'm afraid there is not much we can do in relation to your refund request.

However, you mentioned that you requested self-exclusion on both accounts. If this is the case, could you please clarify which email address was associated with each account and forward the self-exclusion requests for both accounts directly to my email at attila.g@casino.guru? Please forward the emails separately, rather than compiling them into a PDF document

Thank you for your cooperation.