500 Casino - Player’s account has been suspended.

Casino suspended my account, I asked for a game to be checked as the same provider had a game malfunction on the site for thousands they ignored me for 2 weeks and because I got abit irritated they suspended my account on the day of weekly reward, being thousands down so I cant claim monthly which includes loss back. I apologised to them straight away but they are now ignoring me, then I found out they aren't even allowed to KYC British people with British ID so makes it worse. Thank you

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Did you have any real money in your casino account before you lost access to it?
• When exactly was your account closed?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Slots and original

I only had 40 but I have 50 sitting in rewards and my monthly should be good as I have 80 +loss back which should be around 100

My account was suspended last Thursday night few hours before weekly was released.

They dont even want to talk im level 861 on there wagered over 2m, I even asked just for them to pay me then close my account but no response at all. I did threaten legal advice which might of been a bad idea but 2 weeks without any response and then blatant rudeness from supper and my vip host for not helping a 3 year customer I think was disgusting , I never seemed legal advice I just wanted them to contact the provider to look into it but they didnt want too and said the game was fine. Very frustrating! Thank you

Hi I have tried to make contact with 500 and I have apologised but they dont even reply to me so idk what to do.

Thank you very much for your reply, Stevieboy30. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Unable to do that they blocked me from speaking to support unfortunately. They just ban someone else who had a max win on a game but it malfunctioned he asked them to check it they said because hes british they dont have to pay him even though he kyc he still had 8k in hes account. They are horrendous

Hello Stevieboy30,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Stevieboy30,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Stevieboy30,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 500 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

We decided a while ago to not host this player on our website anymore, due to constant threats and misbehaviour and insults towards our staff, especially support agents. We can gladly provide screenshots and proof of his behaviour in the past.

The $200 in question belong to rewards given out by us, not related to the players deposits or own funds. Based on our Terms of Service, which the player agreed upon when he registered, any rewards given out by us are not a privilege and players do not have any right to them.

There's nothing we did wrong on our side and we accepted him for way longer than we should've already. He has no right to his unclaimed rewards and there's no balance left in his wallet, as he previously lost it all.

Can you please explain why I was ignored for 2 weeks before me getting irritated? I wanted to know why a game was basically broken and no one replied to me for 2 weeks. The rewards where made from me losing thousands that month so they are mine.

Dear 500 Casino,

if you could sent me supporting evidence to (martina.b@casino.guru), I will be grateful!

thank you

And please explain why if I was being that abusive you let me deposit that month lose thousands then day of weekly and the same week monthly you decided to ban me? Why not ban me before I deposited and lost ?

Can you also ask them why they accept and KYC british people if they aren't allowed?

Dear Stevieboy30,

We have discussed your case internally and, after carefully reviewing all the available information, we have reached the conclusion that we are unfortunately unable to assist you any further with this matter.

The primary reason is that loyalty rewards and promotional offers are generally considered a privilege rather than a contractual right. As such, the casino is entitled to limit or remove access to these benefits, with or without providing a specific reason, provided this is in line with its terms and conditions.

I would like to assure you that, as an independent mediator, we have thoroughly reviewed all the information available to us. Our conclusions are based solely on verified evidence and our independent assessment, without influence from external pressure or assumptions.

You are, of course, entitled to disagree with our conclusion. If you believe your position is justified, you are welcome to escalate the matter to the relevant licensing authority for further review.

I am sorry that we were unable to achieve a more favorable outcome for you, and I wish you all the best moving forward.