Casinolo Casino - Player’s account has been closed unexpectedly.

Hello, I tired to log into my account on morning and was met with a message saying my account was under review. I contacted live support and they had told me that my account was closed due a an "administrative decision". I am currently unable to log into the account and retrieve my funds left in the account. I have followed up with emails regarding the situation and have not received a response in 5 days. There was roughly $1796 CAD in the account at the time it was closed.

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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 better clarify your situation.

• Have you completed the full KYC verification at this casino, or at least submitted any identity documents for verification before your account was closed?
• What types of games were you playing before your account was closed? For example, were they slots, live casino games, or sports bets?
• Have you made any successful withdrawals from this casino in the past?

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

1. I was never asked to complete any KYC verification and when I went to the verification section on the site they told me I didnt need to submit any and that I could continue playing.
2. Yes I have had multiple successful withdraws from the site.
3. Mostly Sports bets

Thank you for your patience throughout the complaint process.

Please note that if your account has been blocked and you have mostly placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.