The player from Germany withdrew 300 euros but faced delays due to a verification process. After inquiring about his documents and payout, he was unexpectedly blocked from accessing his account.
Atefia Casino - Player’s account has been closed.
Opened
Current status
Waiting for Casino Guru to reply
6d 8h 42m 23s
Atefia Casino
Safety Index 5.8 Below averageCase summary
Discussion
Public
Public
2 days ago
Translation
So, my case
I withdrew 300 euros. After 6 days, I asked when I would receive my payout and received the answer "verification." I said okay, uploaded it immediately, and today, after 4 days, I asked when my documents and payout would finally be processed. The chat representative said up to 10 days, to which I replied "c".
I turned on Casinoguru and, poof, 10 minutes later I was blocked. I can't log in anymore. I asked in the chat and the answer was that my account needed to be verified. Simply ridiculous. The best thing to do is shut the casino down immediately.
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Public
Public
18 hours ago
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.
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18 hours ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you didn't receive any confirmation regarding successful verification before you lost access to your account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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15 hours ago
TranslationHello
1 Various Games Jackpot Etc
2. No, I didn't receive any confirmation and can no longer log in. See attachment.
3. Winnings were achieved without a bonus
4 Chat couldn't tell me anything specific and forwarded my case to the department.
Allegedly !!
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