Casino Extreme - Player’s account has been closed and funds confiscated.

I registered at Casino Extreme and made a single deposit of $100. I did not claim or accept any bonuses. I played roulette (which I selected believing it included live dealer options, but it was computer based) and lost $50, leaving a balance of $50.

To resolve this, I promptly completed the full KYC verification process and uploaded all requested documents (including ID, proof of address, etc.).

Despite successful KYC submission, the bot detection flag remains in place, and my account is still inaccessible.

I have attempted to contact support multiple times via live chat (using both Firefox and Google Chrome browsers). Each time, I received only instant generic/copy-paste responses, after which the chat window was immediately closed without any meaningful assistance or escalation. No phone or email support options were effective in reaching a human representative.

This is my one and only account with them and I do not use anything like a VPN. I have no idea why my account is flagged as a bot and they've confiscated my funds...

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.

Dear canadianwinter18,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Yes I passed KYC before I lost access to the account. I have tried contacting their support but have not received a response. No one from my household or IP could be using this casino.

Dear canadianwinter18,

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, Peter (peter.c@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,

Attila

Hello there,

Thank you canadianwinter18 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Extreme for their help in resolving this complaint. We would like to know why the player's account was closed and why their winnings were confiscated.

Thank you!

Hi Peter,

Hi canadianwinter18,

Hope you are all well and safe,

After reviewing the player's account, we noticed that it was temporarily deactivated for approximately 15 minutes as part of our standard verification process.

Once the verification was successfully completed, the player's balance was processed back to the player's account, and the account is now fully verified and reactivated. After the winnings were credited back to the account, the player decided to keep playing, which resulted in the loss of the winnings.

We apologize for any inconvenience this may have caused and appreciate your understanding.

If you need any additional information or assistance, please do not hesitate to contact us. We are always here to help.

Kind regards,

Diego Evans

Casino Extreme

Thank you for the update Casino Extreme representative.

Dear canadianwinter18, can you confirm the winnings have been reinstated and you have used them for playing? Thank you in advance for your clarification!

Wow a nice 2 week wait from the casino. I asked if I could withdraw as I was unable to access my account for a lengthy period and was denied due to wagering requirements so I did indeed spend it. Please avoid this casino at all costs, 2 weeks for an initial response is absolutely ridiculous.

Dear canadianwinter18, I am sorry to hear about the situation, but unfortunately, we cannot help further in this case and will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter