Astrozino Casino - Withdrawal of player's winnings has been delayed.

They are about astrozino. https://astrozino24.com/

I have been a member of this site for several days and played. Never touched a bonus and my account was verified yesterday. Max withdrawal is 500 Euro and I made my first yesterday the rest of the amount I had in my account and waiting for more withdrawals. Unfortunately you can only make one withdrawal and it must be approved first before I can make more.

Today I get a sick fucking email! I have never used a VPN. I work from home and log in with my home network or via my mobile. The only time I went was to work out at the gym and I had my mobile with me but I never logged into the site when I was there and I also don't use WIFI in training either.

The flour I received today!

Dear Salih

We would like to inform you that your withdrawal has been canceled and the amount of 3246.99 eur has been removed from your balance due to the breach of the following Terms & Conditions:

We would like to inform you that the relevant department has completed the review process of your account and the amount of XXX has been removed from your balance due to the breach of the following Terms & Conditions:

5.9.5 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or at any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties' participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company

Please note that 115 eur remain in your gaming account

Do not hesitate to contact us in case you require any assistance.

Kind regards,

Customer Support Team

I answered them:

Dear Customer Support,

I strongly contest your decision to cancel my withdrawal of 3246.99 EUR and remove the funds from my balance.

I have never used a VPN, never provided false documents, nor violated your Terms & Conditions in any way. Therefore, your accusations are unfounded.

I demand that you provide clear evidence of any alleged breach, otherwise you must process my withdrawal immediately.

If you fail to do so, I will escalate this matter by filing a formal complaint with the relevant gambling authorities, consumer protection agencies, Casino Guru, and my bank for a chargeback.

Please treat this matter with urgency and respond within 7 days.

Kind regards,

Salih

I did get answer back to them:

Dear Salih

Thank you for contacting us.

We understand that you may be disappointed with the outcome of the decision made by the relevant department.

Please be informed that our decision is final and was made in accordance with our terms and conditions.

We would like to inform you that our Terms and Conditions are approved and authorized by the licensing regulator, aiming to ensure that all gaming activities are carried out in a socially responsible manner.

Kind regards,

Customer Support Team

They can never get away with this and please I need help! I can send you all the documentation if you need it!!! I'm not going to give up on this!

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I want to inform that I have now also reported this case directly to Paysafe, since all of my deposits were made via their system. Paysafe Compliance team is currently reviewing my report about Astrozino withholding my legitimate withdrawal of €3246.99 without proof.

The casino not only refuses to pay, but also closed the live chat and ignores my emails. This shows extremely unprofessional behaviour and abuse of customers.

I will continue to escalate until I receive my money.

I want to add that I only played sports betting on Astrozino24.com. I never accepted or used any casino bonus. All my play was with my own money, and I made several deposits via Paysafe before I won my withdrawal of €3246.99.

This makes the casino’s accusations of "bonus abuse, VPN use, or fraud" completely baseless. My account was fully verified (KYC approved), I played fairly, and my winnings are legitimate.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hey, I totally missed it, but no, nothing.

no response from them. They ignore me completely.

However, I can still log in to my account and my account is verified.

jsg still needs help.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you personally know anyone associated with Astrozino, or do you know any other players who use the same casino?

Could you specify exactly which games or sports bets you placed?

Are you still able to log in to your Astrozino account, and does the remaining balance of €115 still appear?

You previously mentioned considering a chargeback with your bank. Could you please confirm whether you have initiated this process?

Has the casino clearly specified the exact term you allegedly violated?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello Dominika,

Thank you for your support. Please find my answers below:

Do you personally know anyone connected to Astrozino, or any other players using the same casino?

No, I do not know anyone connected to Astrozino and I don’t know other players there.

Can you specify exactly which games or sports bets you placed?

I only placed live sports bets (football, tennis etc.). I never used bonuses, and I have both winning and losing bets. I can provide my bet history if needed.

Can you still log into your Astrozino account, and is the remaining €115 balance still visible?

Yes, I can still log in. The balance showed €115 after they confiscated my winnings. However, I lost it in frustration afterwards, so my account balance is now €0.

Did you initiate a chargeback with your bank?

No, I have not initiated a chargeback yet.

Has the casino clearly specified exactly which term they claim you have breached?

They sent me a general email with multiple possible reasons (VPN use, forged documents, bonus abuse, fraudulent activity), but they have not given me any specific proof or clear explanation of what I supposedly did.

Can you share your communication with the casino?

Yes. I will attach/send:

The emails where they claim the decision is final.

The email listing "possible breaches" (without proof).

Screenshots of my account balance before and after confiscation.

Chat transcripts where support refused to explain and closed the chat.

Please confirm if I should email all the files to dominika.l@casino.guru, or if I should upload them directly here, or i did send manu picture above but still pending. But i can send it all to your email

Thank you for helping me I only want my rightful winnings and deposits back.

Kind regards,

Dear player, thank you for your reply. I apologize, but if you have only placed bets on sports betting and we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.