The player from Germany had a blocked account due to gambling addiction, with a pending deposit of 30 euros credited after the account closure. He requested the return of the funds but had not received a response from the casino. The issue was resolved when the player marked the complaint as resolved, indicating that he had received the necessary assistance regarding his funds. The Complaints Team confirmed the resolution and encouraged the player to reach out for any future issues.
Aerobet Casino - Player's account is closed with funds still held.
Resolved
Our verdict
Case closed
Amount: €30
Aerobet Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
I have blocked my player account due to gambling addiction.
There was still an outstanding deposit from October 11, 2025, which I made before my player account was blocked.
The deposit was still pending because we were waiting for the deposit to be received by the casino's payment provider via bank transfer.
The 30 euros were credited to my player account on the evening of October 13, 2025.
By the time the amount was credited to my player account, my player account was already blocked.
I no longer have access to my player account, and there is still 30 euros in credit on my account from the last deposit.
I wrote to the casino asking them to transfer the 30 euros back to me. But the casino hasn't responded.
I only have the email correspondence between me and the casino, see attachment.
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4 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear hschlue88,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Aerobet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you passed the KYC at this casino, please?
- Have you had any successful withdrawals while you were still an active player?
- How long have you been a player at this casino, please?
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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4 months ago
TranslationHello,
I hereby answer the questions:
Have you passed the KYC at this casino?
No, I haven't requested a withdrawal yet. After registering, I only made a deposit; KYC wasn't completed. The funds don't come from winnings, but from the last deposit, which was subsequently credited to my locked player account.
Have you had any successful withdrawals while still an active player?
No, there hasn't been a payout yet.
How long have you been a player at this casino?
Since 10 days approx.
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4 months ago
Dear Casinoguru team, dear Katarina,
We would like to mention that user was blocked per company decision according to T&C and not due to the gambling addiction request from user as he states.
His account was temporary unlocked today so he could create a withdrawal request for 30 EUR deposit which arrived on his account after closure. His withdrawal request is already successfully processed. Due to that we do not think that client's complaint is still relevant.
With kind regards,
Aerobet support team.
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4 months ago
TranslationHello Aerobet Casino,
Your statement is false. I verifiably requested a refund of my entire gaming stake via email because I'm banned from your sister casino, Avocasino, due to gambling addiction.
In the email I clearly mentioned gambling addiction, so they blocked my player account
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear hschlue88,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
