Art Casino - Player’s account has been closed and funds are delayed.

On 15 February 2025, I opened my ArtCasino account. I verified my email address, made my first deposit and started using the casino, mainly playing live roulette. I then placed a few sports bets. After about three days of using my account, I wanted to make my first withdrawal. Unfortunately, my withdrawal did not go through. The next day, I couldn’t log in to my account; I received a message stating that my account had been deactivated, and there was around €90 in my account. Unfortunately, in the chat I was only told that I had been accused of having a second account, which is obviously not true. I only have one ArtCasino account; I have never opened another one. There must have been some sort of error in their system, and the casino isn’t replying to my emails. There’s about 90 euros left in my account. Perhaps you’ll be able to help me fight the casino to get my money back.

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Dear danak88,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated 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,

Attila

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

• no, it is imposiiblbe

Could you please advise if you have passed the KYC verification?

• They don't want any verification from me I didn't reciveany amail about that

Have you accumulated your winnings with or without an active bonus?

• I didn't claim any bonuses for my account

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you for your patience and cooperation.

i havent't use any vpn

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue as well? 

I can't do that for one simple reason: the casino isn't replying to my emails. I've sent three emails asking about this situation, but I haven't received a single reply. 

Thank you for your reply. I am sorry to hear that the casino is not responding to your emails. Could you please share the emails you have sent to the casino?

Thank you once again for your patience and cooperation.

I sent it via email 

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear danak88,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Art Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

I can confimt that i recived my money, thanks casino guru

Dear danak88

Thts´s wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.