Aerobet Casino - Player's account has been closed and winnings confiscated.

Made a deposit of 100€, received the welcome bonus and completed the wagering. I had 500€ of real cash and tried to withdraw it. It wasn’t possible because my account wasn’t verified yet. I sent all the documents they asked by email.

It wasn’t possible taking a lot of time to be verified so I continued to play and ended up getting a huge win of 8k euros. I was with 9.7k of balance. After that I stopped playing. A couple of days passed and my account was still not verified. Live chat couldn’t help. Finally after a week I received an email saying my account was closed because "I violated the terms and conditions" and there was no chance of withdrawing anything 

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.

Dear TomasRocha,

Thank you for submitting your complaint. I’m sorry to hear that you are experiencing this issue.

Please note that the KYC process is a crucial step, as it allows the casino to ensure that any funds are released to the correct person. Since casinos cannot verify players in person or physically inspect their documents, this process is necessary to complete identity verification. Reputable and licensed casinos take KYC very seriously, and completing this detailed review may take several working days.

To better understand your situation, could you please clarify the following:

• Have you previously made any withdrawals from this casino?
• Which verification documents have you already submitted, and when was the most recent one sent?
• Have all requested documents been provided promptly and in the correct format?

We hope to assist you in resolving this matter as quickly as possible. Thank you in advance for your response.

Best regards,

Petra

Dear CasinoGuru Team, dear player,

Thank you for bringing this matter to our attention. We are fully prepared to address this complaint immediately and cooperate with the mediation process.

We have compiled the relevant evidence and findings regarding this case. CasinoGuru Team, could you please provide us with a direct email address where we can forward details regarding the case?

We look forward to your instructions so we can help resolve this promptly.

Best regards,

Aerobet Support Team.

Hello TomasRocha,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear TomasRocha and Aerobet Casino,

Thank you both for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to cooperate wiht us..

If there is any additional relevant documentation or communication regarding the case, please feel free to upload it directly to this thread or send it to: petra.h@casino.guru.

Thank you again for your cooperation.

Dear Petra,

We provided our statement regarding this case on petra.h@casino.guru

Thank you!

Hi Petra,

I sent you the documentation I have regarding this case to: petra.h@casino.guru

Thank you for your help.

Dear TomasRocha and Aerobet Casino

Thank you both 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 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 both sides the best of luck and hope your case will be resolved soon.

Kind regards,

Petra

Dear TomasRocha,

My name is Martina, and I will be assisting you in addressing your complaint moving forward. I sincerely apologize for the situation you have encountered.

Dear Aerobet Casino Team,

I have read the email you sent to Petra, and I kindly request that you provide me with the supporting documents or screenshots at my email address (martina.b@casino.guru).

Thank you in advance for your cooperation in providing this information.

Hi Martina, nice to meet you.

Thank you so much for your help and effort, I hope this situation can be solved.

If you need anything else from my side just let me know.

Hello Martina!

Thank you for taking over on a complaint and it is our pleasure to cooperate with you. We have sent whole additional documentation regarding the case on your email and will await for you decision. Thanks!

Dear TomasRocha,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding the bonus.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter. Please let me know of the license authority decision should you choose this option at martina.b@casino.guru.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.