Casinoloots - Player's winnings are confiscated.

Casinoloots casino did not pay my 1000e winnings, citing excuses!

On December 10, 2025, I deposited 40 euros (previously in December I had also deposited 50 euros, but I didn't win anything with it) and they would have given me some free spins, but I never started playing the free spins.

I won over 3200 euros with that 40 euros, so I immediately made a withdrawal request of 1000 euros, which is their maximum per day.

First, they asked for more documents over and over again, under the guise of always getting the withdrawal canceled, even though their website said that my account had already been fully verified.

It felt like I wasn't going to get these winnings, so I gambled the 2200 euros that was in the account in addition to the 1000 euro withdrawal request. Every time they canceled the withdrawal request and asked for more documents, I sent them the documents and made the 1000 euro withdrawal request again.

Finally they said they were cancelling €910.40 of my winnings for many reasons that are not true. When I saw those reasons I knew they didn't want to pay my winnings because they had such ridiculous claims about me. For example I don't even have a VPN (for your information).

But for some reason I don't know, they left me 90 euros in their casino account. I couldn't even withdraw that amount because 100 euros is the minimum withdrawal amount at their casino!

After they cancelled my withdrawal, they sent me an email and asked me to play the money (€90) that I had in their casino account. But when I asked if they would pay me the winnings if I won something, they couldn't promise it and as a reason they said completely stupid things like that it depends on what games I play and what bet size! What does it matter to them, what games and what bet size I play, because there is no bonus?!? There has been no bonus during this whole incident!

I later played the €90 I had in my account because I wanted to see if they would pay if I won €100-€200, but that balance went to zero.

So they still have €910.40 of funds that belong to me to pay!!!

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 Miia331,

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.

• Could you please advise when did you first pass the KYC verification in this casino?
• Do I understand correctly that you still have access to your account? If so, could you please attach a screenshot of your bonus history in Casinoloots?
• Have you made any successful withdrawals in this casino before?

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

Hello,

The first time I received information that the KYC had been approved was on December 10, 2025, but then more documents were requested on December 12 and 13. Then on December 14, 2025, I received a notification that the account had been "finally" verified.

I have only made 2 deposits and I didn't win anything from the first deposit. After this second deposit, when the winnings were not paid out, I haven't made a deposit and I don't plan to do so if the winnings are not paid out anyway.

Dear Miia331,

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, Michal (michal.k@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 Miia331,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Casinoloots to join the conversation.

Dear Casinoloots,

I respectfully request clarification on the reasons behind the non-processing of the player's withdrawal from your end, especially considering the player provided various documents for the account verification and the considerable time that has elapsed.

If there are any pertinent details or circumstances related to this case that cannot be disclosed publicly, I would be grateful if you could share them directly with me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Miia331,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, since it appears the casino is operating under a license from the Anjouan Gaming (AOFA) Authority in your jurisdiction, I recommend you yo submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: How to submit a complaint to a regulator | Casino Guru, and about the Authority itself here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru.

This is, unfortunately, where any possible assistance regarding this matter from our side concludes. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru