The player from Italy successfully won €75.70 but then faced a withdrawal issue since his account had been disabled without explanation. We asked him for details about the games he had played, whether he had completed verification, and whether he had contacted support about the block, but he did not reply. As a result, we were unable to investigate the case further. The complaint was closed for now due to his lack of response.
AFKspin Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €76
AFKspin Casino
Safety Index 7.0 Above averageCase summary
Discussion
Public
Public
1 month ago
Translation
Good morning,
after winning €75.70,
With a 35x rollover of the €20 bonus. I checked my email to withdraw the amount, but my account was disabled for no reason.
Automatic translation:
Public
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1 month 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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1 month ago
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
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,
Attila
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3 weeks ago
Dear player,
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.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
