Astrozino Casino - Player's winnings have been confiscated.

Complaint Description:

​I am submitting this formal complaint against Astrozino Casino regarding the unfair confiscation of my legitimate account balance of £48,000 and the automated suspension of my account.Key Facts:

​Verified Player & History: I am a fully KYC-verified player of 3 years with an active account, established gaming history, and previous successful withdrawals.

​Current Balance Status: My account balance currently shows £0.00 solely because the casino's automated system locked/quarantined the total funds upon suspending the account.

​Legitimate Gameplay: All my winning gameplay and wagering took place exclusively under my legitimate UK residential IP address.

​Unjustified VPN Claim: The account was flagged and zeroed due to an automated system triggering on background VPN activity. However, any brief VPN connection was strictly passive/incidental (checking account status) with ZERO wagers or bets placed while connected to the VPN.

​Lack of Evidence & Automated Support: Despite formal requests, the casino has failed to provide any timestamped server or game audit logs proving active wagering on a VPN connection. All my appeals were met with generic, automated template replies stating "the decision is final" without human review.

​Full Correspondence Attached: I have attached all email communications, including the responses received from the casino support as well as my full replies and formal evidence requests.

​Standard industry practices and Casino Guru guidelines clearly establish that passive logins via VPN without active wagering do not constitute valid grounds for confiscating legitimate winnings.

​I request Casino Guru's formal mediation to require Astrozino to review actual server audit logs or fully restore and pay out my £48,

000 balance.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which types of games did you play to accumulate the disputed winnings—slots, live casino games, or sports betting?
• Did you accumulate these winnings with or without an active bonus?
• When was your account restricted, and which country was the VPN connected to during the login you described?
• Do you have any screenshots or available account records showing the £48,000 balance before the restriction, such as your balance, gaming history, or withdrawal requests?
• Could you please forward the complete email correspondence with the casino, including its original notification explaining the restriction and removal of your funds? Please send the original emails, preferably as .eml or .msg files, to veronika.f@casino.guru and include complaint number 238382.

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

Best regards

Veronika

Hi Veronika

- I've been playing slots only

- I've accumulated these wins with real money only. No bonuses or free spins with wager requirements.

- My account is still active, but they cancelled my balance which was £48018.30 . The VPN if was ON it would be or UK or Poland, but I've never used VPN during gambling sesions.

- Yes I have a lot of screenshots which I'll email to you ASAP

Kind regards

Marcin

Dear Marcinloko111,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Astrozino Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from Astrozino Casino.

In the meantime, I recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. Although, according to their own article about online gaming, this authority does not deal with player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future; therefore, it is worth a shot. I am really sorry I could not be of more help on this occasion.

The casino can reopen this complaint at any time.

Best regards

Veronika