Casinolo Casino - Player’s account is under investigation.

Im trying to connect to my account and i got the message that my account is under investigation. I contact the live support and said that they have to close the casino 😕, they also said that my withdraw will be complete, but nothing yet after a week.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide us with the following information?

• Has the casino informed you if your remaining balance would be paid out?
• When did you first notice that your account was under investigation?
• Can you please confirm the date you requested the withdrawal?
• Have you had any previous issues with your account or withdrawals in the past?

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

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

• They said they will yes.
• Yesterday
• 27-28/7
• Nope.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Have you made any successful withdrawals from this casino before?

What types of games did you play?

They never asked me for KYC or any other verification.

I haven't made any withdrawal from this casino but i made from funbet and monsterwin casino (they put the money in a week) that owns also casinolo. (I cant logging in on either of these casinos) live support said:

"Thank you for contacting us.

We continuously review the ways in which we can offer the best possible experience to our players. As such, we have made the difficult decision to cease the operation of our casino.

We would like to inform you that your account has been closed. Any remaining balance in your account will be settled and transferred to your designated withdrawal method as soon as possible.

If additional information is required to complete the transaction, we will contact you.

We truly appreciate the time you spent with us and the trust you showed in us."

-I played only slots games.

Thank you very much, MrWhite, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

withdrawal complete thanks.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MrWhite,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi