The player from Poland's account was closed after he made a withdrawal of 681 PLN, which was not paid. He was unable to log in and denied breaching any rules, believing the casino was attempting to avoid paying him. The issue was resolved after communication with the Complaints Team, who clarified the situation and assisted the player. The player confirmed the resolution and marked the complaint as resolved. The Complaints Team closed the case with no further action needed.
Casinova - Player's account has been closed.
Resolved
Our verdict
Case closed
Amount: 681 zł
Casinova
Safety Index:Above averageCase summary
Discussion
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1 month ago
I made withdrawal 681 PLN on monday . They not paid. They close my account. I can not login what's more they said i breach rules. Its not true. They just want to not pay me . They arę scammers.
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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.
- What types of games did you play to accumulate your winnings?
- Have you accumulated your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot.
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for the verification of your account?
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
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Juliaglogowska,
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,
Veronika
