The player from the United Kingdom is facing issues with withdrawing his winnings after his account was closed due to an alleged violation of terms. Initially, the player had difficulty withdrawing 500€ due to unverified status and later won 8,000€, but despite providing the required documentation, his account remains closed.
Aerobet Casino - Player's account has been closed and winnings confiscated.
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Aerobet Casino
Safety Index:Above averageCase summary
Discussion
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5 days ago
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
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2 days 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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2 days ago
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
