Africa365 Casino - Player’s account has been banned without reason.

My account was ban with the sum of 340k I withdraw which I won on Plinko and it’s show pending and suddenly log me out and won’t be able to login telling me I was ban for no particular reason and account have been using for over 2 years. Which am in vip 30 and have never involve in any illegally activity they want to cheat me pls help me

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.  

• Have you had any successful withdrawals with this casino, please?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

1 :Yes I have many withdrawals history

2: yes have done all the necessary verifications it’s an old account if I haven’t done the full verification I won’t be able to get to that’s VIP30

3:no any active bonus available I won the money with my money I deposit that morning after removing sending fee I was suppose to receive 340,000 naira and the withdrawal show pending and suddenly I found I was logout and won’t let me go back into my account till now ..

in that first picture that’s my name on the winner list in the high rollers list which it’s shows my winning it’s fully won legally and the screenshot of the 900 naira it’s the deposit I made into my africa365 betting account which Is successfully deposited ..so how come I did any illegal or fraudulent to got my account ban with my winning on it , the other two screenshots are the chat with the customer support see the excuses they’re giving which is totally faulse excuse, I need justice 🙏

No response on this case what’s going on

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the screenshots from your previous reply. They arrived blurry and hard to read.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have send them pls check your email

And I have send a message too pls read them message and pictures so you can understood very well

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Okay I hope so too and I believe it’s would because I know am really innocent and honesty

Dear Bhariemoore24,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Africa365 Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

Okay thank you I’ll be expecting to hear from you and I beg you help me get this justice I deserve because this totally wrong trying to cheat me

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Okay I hope they respond because I needed my money so bad

Dear Bhariemoore24,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Control Board (GCB) - also referred to as the Curaçao Gaming Authority (CGA) - there is currently no formal process for handling individual player complaints. The GCB has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the GCB has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at info@gcb.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo