The player from Spain attempted to withdraw €3500 from his account at Aerobet due to a gambling addiction but received inadequate responses. After losing control and all his funds, his account was subsequently disabled.
Aerobet Casino - Player’s account has been closed only after losing money.
Opened
Current status
Waiting for player to reply
6d 23h 1m 4s
Aerobet Casino
Safety Index 7.8 Above averageCase summary
Discussion
Public
Public
59 minutes 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.
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Public
Public
59 minutes ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward the original email communication between you and the casino customer support, rather than screenshots only? My email address is veronika.f@casino.guru.
- Have you made any successful withdrawals from this casino in the past?
- Did you contact customer support with a self-exclusion request before you had any pending withdrawal requests in your account?
- Have you completed the full KYC verification process at this casino, or at least submitted any identity documents for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
