The player from Finland faces an issue with withdrawing winnings after a lengthy process of KYC verification. Although he initially deposited €80 and won over €1000, his funds are removed from the account without a clear explanation, leaving only his original deposit.
Casinoloots - Player's funds have been confiscated.
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Current status
Waiting for Casino Guru to reply
3d 14h 25m 49s
Casinoloots
Safety Index 3.7 LowCase summary
Discussion
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1 month ago
Translation
I had made a deposit here already in January and played a little at the time. I deposited €80 at the time. I won a few tens and thought about withdrawing the money. Well then I had to do KYC and other identification stuff, which is quite normal. I did it a few times and I think I got it approved then. Well, I couldn't withdraw the money for some reason, and it wasn't a big deal to me so I decided to just try to withdraw it later. Well now months later, I remembered that I had a little over €100 left in my game account, so I decided to play it. Well now I got lucky and won over €1000. Of course, I went to try to withdraw the next day, where I received the following message a day later. (I'll attach it). So my funds had been removed from the account and they won't tell me the exact reason why, even though I try to ask. So they left the original amount I deposited in January in the account, but took over €1000.
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1 month 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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1 month 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.
- Which documents did you submit to the casino for the KYC verification, and when exactly did you submit your most recent document?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
- Have you accumulated your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.
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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1 month ago
TranslationHello,
I sent my bank statement and a picture of my ID there and they were accepted according to Casinoloots.
I've never used any VPN or IP address changer so that can't be true.
And as far as I remember, I haven't even played with bonuses. So just with my own money that I've deposited.
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1 month ago
TranslationHello,
Can you help with this situation?
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1 month ago
Thank you for your responses.
Before we proceed with the investigation, could you please specify which games you played in January and in June, prior to your account being blocked?
Did you contact the casino after receiving the email informing you about the closure of your account to request further clarification regarding the reason for the block? If so, kindly forward me all subsequent communication you had with the casino at veronika.f@casino.guru.
I appreciate your time and cooperation.
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3 weeks ago
Dear Roope2,
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 weeks ago
TranslationHi and sorry it took so long to reply. I missed the notification completely.
In January I played sports betting. Then, as I recall, in the spring I played random slot games. Mostly Hacksaw games. This summer, however, the win came from the Nolimit game.
And I contacted the casino via email and their chat box.
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2 weeks ago
TranslationHere's another picture of the error that was sent in the email.
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2 weeks ago
Thank you for the clarification. In your previous responses, you mentioned that in January, you played sports betting only. You also tried to withdraw your funds at that time but were unable to do so.
Please forward me all emails you exchanged with the casino at that time regarding your unsuccessful withdrawal attempts at veronika.f@casino.guru.
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3 days ago
Dear Roope2
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,
Veronika
Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.
