Art Casino - Player's account has been unfairly closed.

I am submitting this complaint regarding ArtCasino due to an unfair account closure and unpaid remaining balance.

Here is a clear summary of what happened:

I deposited R$150.

I played normally and accumulated approximately R$600 in total balance through legitimate gameplay.

I requested a withdrawal.

I was only allowed to withdraw the initial deposit (R$150).

Shortly after, my account was closed while there was still remaining balance from my winnings.

I did not violate any terms, did not abuse bonuses, and did not engage in any fraudulent activity. My gameplay was regular and fair.

After the partial withdrawal, my account was closed without a transparent explanation and without paying the remaining balance.

I contacted support multiple times but did not receive a clear justification referencing a specific clause of the Terms and Conditions.

I respectfully request:

A full review of my case.

A clear explanation of the exact rule allegedly violated (if any).

The payment of my legitimate remaining balance.

I am willing to provide all screenshots and communication records as evidence.

I am simply asking for fair treatment and the payment of winnings obtained through legitimate play.

Thank you for your assistance.

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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Dear Ronaldo7777,

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., with the money you deposited?
• How long have you been playing at Art Casino? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hello,

Thank you for your response.

Here are the requested details:

• I played in the casino section, specifically the slot game Lucky Pig by PG Soft.

• I created my account approximately 15 days ago.

• I had already submitted my documents for verification, but the verification process had not yet been completed before my account was closed.

• My winnings were accumulated using real money only. I did not use any active bonus.

Please let me know if you need any additional information or screenshots.

Kind regards,

Ronaldo

Dear Ronaldo7777,

Thank you for your reply and for providing the previous details.

To help us review your case accurately, could you please clarify the following:

• Can you confirm the date when you made the deposit of R$150 and request the withdrawal of your winnings?
• Could you please let me know which verification documents you have already submitted and the exact dates when they were sent?
• Have you received any email explaining why your account was closed? You can send all documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation.

Thank you for your assistance.

Here are the requested details:

• Deposit and withdrawal dates

I made the deposit of R$150 on February 13.

I requested the withdrawal on February 20.

• Verification documents submitted

I submitted my verification documents on February 19, one day before requesting the withdrawal.

The documents included:

My Brazilian ID (RG)

Proof of address

Photo of my bank card

The verification process was not completed before my account was closed.

• Explanation of account closure

I did not receive any email explaining the reason for the account closure.

I have sent multiple emails to the casino and contacted live chat several times. However, I only received generic responses directing me to contact their email support. No clear explanation or justification has ever been provided.

Additionally, I have been sending emails almost every day and have not received any response. I will provide screenshots showing all the unanswered emails as proof that I have been actively trying to resolve this matter directly with the casino.

Thank you again for your support.

Dear Ronaldo7777

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 Samuel (samuel.s@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,

Petra

Thank you petra very much for your help and for taking the time to review my case. I truly appreciate your assistance and the effort your team is putting into this matter.

I will patiently wait for further updates from samuel

Dear Ronaldo7777,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Art Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Art Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel,

Thank you for taking over my case.

There are no new updates from my side. I would just like to mention that the emails I sent to art casini are still without any response from them.

Kind regards,

Ronaldo

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.

Hi there,

Please note we have attached documents which were provided by player for KYC purposes. Unfortunately we can not accept such documents as appropriate one. As for the gameplay history we did not check if everything was by the rules.

Looking forward for your reply.

Artcasino Team

Hello,

Regarding the KYC, I would like to clarify that I submitted valid documents, including my ID, proof of address, and bank card, before requesting the withdrawal.

If the documents were not accepted, I was never clearly informed about the specific issue or given a proper opportunity to provide alternative documents.

Additionally, I sent multiple emails and contacted live support several times, but my emails were never answered, and I only received generic responses without any clear explanation.

I would also like to point out that not providing a clear reason for the account closure or document rejection represents a lack of transparency and a failure to follow a fair process. I was not informed about any specific issue nor given a proper chance to resolve it.

Regarding the gameplay, I strongly deny any violation of rules. I played normally using real money, without any bonus, and no specific rule violation has been mentioned or proven.

Hi Samuel,

After additional check we have found out that player has claimed deposit bonus with his first deposit. Unfortunately player violated bonus T&C on clause Max Bet (proof in attachment), therefore winnings will remain forfeited even if player pass KYC process.

Looking forward for your answer.

Artcasino Team

Firstly, your own support team clearly informed me that the real balance would be used before any bonus balance. Therefore, all bets placed were made using real funds, not bonus funds.

Additionally, I had already requested the cancellation of the bonus prior to placing any bets, specifically to avoid any limitations or restrictions related to bonus Terms and Conditions.

Given these facts, there is no valid reason to apply the "maximum bet" rule associated with the bonus, since:

Real balance is used first, as confirmed by your support team;

Furthermore, I was never clearly informed that the bonus would remain active after my cancellation request, which represents a lack of transparency on your part

Hello everyone,

Thank you, Art Casino, for the update and for sharing the supporting documents. I appreciate your cooperation.

Dear Ronaldo7777,

Thank you as well for your detailed explanation.

At this point, there are two key aspects that need to be clarified before I can proceed with a fair assessment of the case: the KYC process and the gameplay related to the bonus.

Art Casino, I would kindly ask you to provide:

• A clearer explanation of why the player’s KYC documents were rejected, including what exactly was missing or incorrect.
• Complete gameplay and betting history, especially focusing on the bets that allegedly violated the maximum bet rule.
• Confirmation of whether the bonus was active at the time of the bets and whether any cancellation request was received and processed.

Ronaldo7777, from your side, I would ask you to provide:

• Any communication (emails or chat transcripts) where you requested the bonus cancellation.
• Any confirmation from the casino that real balance was used first, as you mentioned.

This additional information will help clarify whether the bonus terms were correctly applied and whether the player had a fair opportunity to comply with them.

Thank you both for your cooperation, and I look forward to your replies.

Hi Samuel,

As you could probably noticed, document provided by player was a document issued when player was a minor (under 18 years old). As such can not be accepted by legislation under which we operate.

In addition we are sending proof of max Bet breach (bet of 150BRL) the very first slot game player entered once received First Deposit Bonus with his first (only) deposit.

As a second slot game he choose Mines where he placed bet of 300 BRL which is way more than it is allowed.

Artcasino Team