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.