Atefia Casino - Player’s account has been closed.

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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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

Hello

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 !!

Thank you very much for your reply, Mutschi. When exactly was your account closed?

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, exactly 5 days ago on July 18th.

Here is the email from July 18th.

And the chat histories

Today's chat history

?

Dear Mutschi,

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,

Kristina

Dear Mutschi,

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 Atefia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Atefia 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

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.

Hello Mutschi,

I would like to provide you with a quick update.

The casino representative has contacted us by email and informed us that they are currently unable to access this complaint through their Casino Guru account. I will address this access issue with them so that they can properly join the complaint and provide their explanation regarding the account closure and confiscation.

I have therefore extended the timer for now, and I will update you as soon as I have further information.

Thank you for your patience and understanding.

Dear Samuel,

Thank you for reopening the complaint and for extending the timer to give us the opportunity to respond.

We can now confirm that we are able to access and view this complaint on our end. We will review the details of the player's case internally and get back to you with our findings and explanation as soon as possible.

Thank you for your patience and understanding.

Best regards,

Atefia Casino

Dear Atefia Casino,

Thank you for the update. That’s perfectly fine.

I’ll wait for your internal review and response regarding the player’s case.

Thank you for your cooperation.

Dear Samuel and Mutschi

First of all, apologies for the delayed response.

We would like to explain the situation regarding the player's account closure.

The reason the account was temporarily closed was due to the complaint the player had raised with us. As per our internal procedure, when a player raises a complaint, the account is temporarily frozen while the matter is investigated, in order to ensure the investigation is not compromised.

At the same time, the player's verification process was also ongoing, so the combination of the open complaint and the pending verification led to the account being temporarily closed. The player was also informed of this via our chat support at the time.

While this process was ongoing, the player submitted the required documents and the verification was completed. The account has since been reopened, and we can confirm that it is now open and fully verified.

Please let us know if you require any further information.

Best regards,

Atefia Casino

Hello everyone,

Dear Atefia Casino,

thank you for the excellent response and for clearly explaining the situation regarding the temporary account closure. I also appreciate the information regarding the player's verification process and confirmation that the account has now been reopened and fully verified.

Dear Mutschi,

could you please confirm whether everything is now okay on your side and whether you can access and use your account normally?

Thank you both for your cooperation.

Dear Mutschi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru