The player from Spain had requested a withdrawal of 1000 euros early Sunday morning but received no confirmation email and was then unable to access their account. The player did not respond to the Complaints Team's inquiries seeking clarification and additional information about their situation. Due to the lack of communication from the player, the investigation could not proceed. Consequently, the complaint was closed for the moment, with the option for the player to reopen it if they chose to resume communication.
Aupabet Casino - Player is unable to access account after withdrawal request.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Aupabet Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Early Sunday morning I requested a withdrawal of 1000 euros. I received no confirmation email and subsequently I could no longer access my account.
Automatic translation:
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2 months 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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2 months ago
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.
- Have you made any successful withdrawals from this casino before?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- Have you contacted the casino to ask about the reason why your account was blocked?
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
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2 months ago
Dear Papopepi,
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.
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2 months ago
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,
Veronika
Casino.Guru
