Ace Game Casino - Player's account is closed due to false accusations.

I placed some esports bets on Ace Game and won. Following that, they asked for KYC verification, which I completed without any issues. But instead of processing my withdrawal, they completely scammed me.

They locked my account with ridiculous accusations of "money laundering" and "multi-accounting" (which is a joke, I strictly have only one account). Now, their customer support completely ignores my emails or just sends automated copy-paste replies. They provide zero proof for their claims.

It seems they just make up fake reasons to avoid paying winning players. I am filing this complaint here because it's impossible to get a human response from them. I just want my fair winnings back.

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

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

No there is no chance that someone of my family made any bets)

Yes i have passed kyc sir

I dont have any bonuses or etc i just deposit money and bet them

Dear wekek,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website? Have you utilized a payment method that is registered in your own name?

Thank you for your patience and cooperation.

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Dear wekek,

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.

hello i havent used any vpn, paymanent was in crypto

Hello wekek,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Samuel (samuel.s@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,

Attila

Dear wekek,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Ace Game Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Ace Game Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello everyone,

as the casino has not responded to this complaint within the extended timeframe, I have no choice but to close the complaint as unresolved.

Dear wekek,

I’m sorry that we were unable to obtain a response from the casino and resolve the issue through this complaint.

As a further option, you may try submitting a complaint to the Anjouan Gaming licensing authority/validator used by the casino. You should be able to find the relevant licensing information and link to the validator in the footer of the casino’s website.

You can also find our guide on how to submit a complaint to a gambling regulator here: Submitting Complaints to Regulators

Please note that the casino’s failure to respond to this complaint will negatively affect its Safety Index rating. If the casino decides to join the complaint and provide the necessary information, the complaint can be reopened and we can continue working towards a resolution.

I’m sorry that we could not achieve a better outcome in this case, and I hope you will be able to resolve the matter through the licensing authority.

Best regards,

Samuel

Casino Guru