Caspero Casino - Player’s account is restricted before site closure.

"I am a resident of Switzerland and I have a verified balance of 1,087,616.89 CHF on Caspero (OMNIO SRL). Since the site announced its closure for May 4th, 2026, my account has been unfairly restricted.

I have provided all requested KYC documents, including third-party ID and a legal proxy for previous deposit methods. Despite my full cooperation, the casino has now 'wiped' my verification page (it appears empty) and blocked all withdrawal options.

I have contacted support (Agent Regina) and the VIP department (Ticket #47992708) multiple times. I issued a formal notice with a deadline of 12:00 today, April 9th, which has been completely ignored.

This is a clear case of bad faith and attempted fund misappropriation before the site's permanent closure. I demand the immediate validation of my account and the full settlement of my balance."

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 David83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process during which the casino ensures that funds are sent to the rightful owner. As casinos are not able to physically verify each player and their documents, this is the only way they can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it may take a few working days to complete this thorough process.

• Could you please let me know all the verification documents you have already provided and when exactly you sent the most recent one?
• Have you submitted all the required documents as soon as possible and in the correct format?
• Have you received any notification explaining why your verification page is now empty?

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,

Petra

"Olá Petra, obrigado pela sua ajuda. Eis as respostas:

Documentos fornecidos: Enviei meu documento de identidade, comprovante de endereço e extratos bancários. Ontem, dia 9 de abril, enviei também o documento de identidade da minha esposa (Marisa) e um procurador legal conforme solicitado pelo suporte para validar o método de depósito utilizado.

Formato: Todos os documentos foram enviados o mais rápido possível, em fotos nítidas e formatos corretos (JPG/PDF).

Página vazia: Não recebi nenhuma notificação oficial por e-mail sobre isso. Apenas o suporte ao Live Chat (agente Regina) admitiu que foi um 'erro técnico' depois que enviei capturas de tela da página em branco.

O cassino está programado para fechar em 4 de maio de 2026. Este 'erro técnico' em uma conta com 1.087.616,89 ICC é extremamente preocupante e parece ser uma obstrução deliberada"

Hoje, 13 de abril, enviei uma notificação formal à administração do grupo OMNIO (Londres/Itália), incluindo o MD Europa e o CPO, solicitando o esclarecimento sobre uma transferência de ativos e uma liquidação do meu saldo de 1.087.616,89 CHF. Anexei a prova da transação mencionada pelo cassino. Aguardo resposta da administração central, visto que o suporte local do Caspero continua em silêncio.

Hoje, o Caspero Casino zerou o meu saldo de 1.087.616,89 CHF, marcando o levante como 'Concluído' (Complété) através do método 'Cash' (Dinheiro vivo), o que é impossível e falso. Não recebi qualquer montante e o casino recusa-se a fornecer o comprovativo bancário (SWIFT).

Hoje, 15 de abril, enviei um ultimato formal ao Caspero e à OMNIO SRL (Ticket #48339148). O casino mantem o meu saldo de 1.087.616,89 CHF a zero, sem fornecer qualquer prova de transferência SWIFT ou Certificado de Ganhos.

Informo que, devido à fraude técnica do ID de Transação 925745209 (marcado como 'Cash'), acabei de formalizar a denúncia junto da Polícia de Segurança do Cantão de Vaud e notifiquei as autoridades federais suiças (ESBK e Gespa). Não aceitarei táticas de atraso enquanto o site se prepara para fechar em maio.

Dear David83,

Thank you for your reply and for providing the previous details.

• Have you made any successful withdrawals in the past?
• Could you please clarify why the casino requested verification of your wife’s ID? Did they provide any explanation for this requirement, particularly in relation to the deposit method used?
• What specific communication have you received from the casino regarding the restriction of your account?

You can send all relevant documents to: petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Objet : Réponses aux questions – Plainte David83 (ID 205082)

Bonjour Pétra, voici les clarifications importantes :

Retraits passés et timing du KYC : J'ai effectué un retrait de 1'500 CHF le 23.03.2026 qui a été payé sans aucune demande de document. Ce n'est que lorsque j'ai tenté d'effecteur d'autres retraits avec un solde beaucoup plus élévé que le casino a soudainement bloqué mon compte et commis à exiger mes documents ainsi que ceux de mon épouse. Cela prouve que la vérification est utilisée comme une tactique pour ne pas payer un gain important.

Identification de mon épouse : Le casino a demandé ses documents car sa carte avait utilisée par le passé. J'ai déjà tout envoyé (ID et carte). Dépendant, pour la session de mon gain réel de 1'087'616,89 CHF, je n'ai utilisé aucun mode de paiement niveaux. Le casino tente de déterrer une situation ancienne pour invalider un gain légitime actuel.

Communication sur la restriction : Aucune explication officielle. Ils ont bloqué mes retraits le 14.04 au matin et ont vidé mon compte l'après-midi même avec un retour fictif marché « Complété » en « Cash » (ID 925745209). C'est un faux total informatique.

Je pose plainte ce jour à la Police de sûreté du Canton de Vaud pour vol et fraude informatique.

Cordialement,

David

« Pétra, regard cet e-mail de Gracia : ils exigent de la patience pour un processus 'en cours', alors que mon vend un déjà vidé hier via une transaction fictive 'Cash'. ». C'est une contradiction totale qui prouve leur mauvaise foi.

Informo que tive uma reunião formal com a Polícia Suíça (Polícia Cantonal de Vaud) esta tarde.Eles sollicitaram um dossier fisico completo, y compris os meus extratos bancarios, par document officiel a fraude informática relativa aos 1.087.616,89 CHF. O meu agendamento final par un entrega do dossier pénal complet pour est marcado para quarta-feira de manhã.

Notifiquei o casino de que, a menos que receba o comprovativo bancário SWIFT o o o Certificado de Ganhos até la, a contenda criminal por apropriação indevida e fraude será totalmente executada. O facto de o casino ter marcado o pagamento como 'Cash' é a principal prova técnica da fraude apresentada às autoridades.

Chère Pétra,

Je viens d'envoyer une dernière contestation formelle à Samuel, Cc'ing leurs départements DPO et VIP. J'ai joint mon autorisation bancaire officielle BCV et la preuve que je leur ai déjà envoyé le 9 avril.

Le casino avait tous les documents légaux pour valider mon compte il y a des semaines et a choisi de les ignorer pour voler mon CHF 1 M. De plus, mon historique de paiement montre le retrait comme 'COMPLETED - CASH' (ID 925745209) depuis le 14 avril. Vous ne pouvez pas 'confisquer' une transaction que votre propre système a déjà marquée comme 'Terminée'.

Il s'agit d'un cas évident de fraude interne et de manipulation manuelle de mon compte. Je présente tous ces documents physiques à la police suisse ce mercredi matin pour une enquête pénale formelle.

URGENT UPDATE: Immediately after I sent the legal bank evidence to the casino, they blocked my login access. As you can see in the screenshot, it now says my account is 'under review'. This is a clear attempt to stop me from collecting more evidence from my history. This is obstruction and further proof of their bad faith.

MISE À JOUR URGENTE : Contradictions massives et obstruction aux preuves - ID 205082

"Chère Pétra,

La situation a atteint un niveau critique de fraude. Veuillez consulter les nouvelles preuves que je fournis :

Contradictions internes massives : le 16 avril, Samuel m'a envoyé un e-mail disant que l'audit avait été « finalisé » et que mes fonds avaient été « confisqués ». Cependant, le 17 avril à 21h38, Janina (Support) m'a envoyé un e-mail disant que l'affaire était toujours « en cours d'examen » et demandant de la patience. Comment une affaire peut-elle être ‘finalisée’ le 16 et ‘en cours de révision’ le 17 ?

Fraude technique : je réitère que le retrait de 1 M CHF a été marqué comme 'COMPLETED - CASH' (ID 925745209) le 14 avril. Marquer un paiement de 1 million comme « espèces » est une impossibilité physique et une falsification des dossiers financiers.

Obstruction : Juste après que je les ai confrontés à mon autorisation bancaire BCV, ils ont bloqué mon accès de connexion pour m'empêcher de rassembler davantage de preuves de mon histoire.

Je viens d'envoyer une contestation formelle à Janina pour dénoncer ces mensonges. Je soumets toute cette chaîne de courrier électronique contradictoire à la Police suisse ce mercredi. Le casino invente clairement des excuses alors qu'il va me voler mes gains."

URGENT : Preuve de manipulation de dossiers et de paiements antérieurs - ID 205082

"Chère Pétra,

Le casino (Katalina) vient de m'envoyer 6 pages de mon historique officiel des transactions. Il s’agit d’une preuve massive pour deux raisons :

Acceptation préalable : Le rapport confirme que le casino accepte mes dépôts et paie avec succès mes retraits depuis plus de 6 mois (y compris octobre 2025 et mars 2026). Cela prouve qu'ils ont pleinement accepté mon mode de paiement et mon autorisation bancaire BCV il y a longtemps. Leur excuse actuelle de « tiers » est un mensonge.

Manipulation d'enregistrement : J'ai une capture d'écran du site Web montrant ma victoire de 1 M CHF comme 'COMPLETED - CASH' (ID 925745209) le 14 avril. Cependant, dans ce rapport officiel qu'ils viennent de m'envoyer, ils ont intentionnellement supprimé/omis la transaction 1 M CHF.

Ils fournissent un historique falsifié pour cacher la grande victoire tout en confirmant qu’ils m’ont déjà payé des sommes plus modestes. Je remets toutes ces 6 pages et les captures d'écran originales à la police suisse ce mercredi pour prouver qu'elle falsifie des preuves.

Dear David83

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,

Petra

Dear David83,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Caspero Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Caspero Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions, as well as clear supporting evidence for these actions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Objet : PLAINTE PÉNALE OFFICIELLE DÉPOSÉE - Affaire n° 25R0028025

"Cher Samuel et Petra,

Je mets à jour mon dossier avec des documents judiciaires officiels. Aujourd'hui, le 22 avril, j'ai déposé une plainte pénale formelle auprès de la Police de Lausanne (Police de sureté).

L'affaire a été officiellement enregistrée sous le Dossier n° 25R0028025 pour CYBER-FRAUDE (Cyber-escroquerie). La police a accepté mon dossier de preuve de 100 pages, documentant la simulation frauduleuse de paiement « en espèces » de 1 087 616,89 CHF et les autorisations bancaires légales (BCV) que le casino a ignorées.

J'ai lancé au casino un ultimatum de 24 heures pour débloquer mes fonds avant de transmettre le rapport de police à Gespa et ESBK pour blocage international de leurs processeurs de paiement. Les autorités suisses sont désormais officiellement en charge de l'enquête.

Dear All,

Thank you for bringing this matter to our attention. We formally acknowledge receipt of your complaint and wish to inform you that a comprehensive internal investigation is currently underway.

Our relevant departments are reviewing the details of the case with the highest priority.

We remain committed to a thorough resolution and will provide a formal update as soon as further information becomes available.

We appreciate your patience while we conduct our due diligence.

Best Regards,

Caspero Casino Team

Je note la réponse du casino, mais je trouve inacceptable qu'une ‘enquête interne’ ne commence que maintenant, après des semaines d'obstruction et après que mon compte ait été bloqué pour m'empêcher de rassembler des preuves.

Toutes les preuves, y compris le statut de paiement frauduleux « Cash » et mes autorisations bancaires légales, sont déjà fournies par la police suisse (affaire 25R0028025) et les fournisseurs de jeux. J'attends une solution concrète, pas seulement des mots pour gagner du temps avant la fermeture du site le 4 mai. Je ne retirerai ma plainte pénale que lorsque mon solde total de 1 087 616,89 CHF sera payé.

Hello everyone,

Dear Caspero Casino,

thank you for your update.

At this stage, I need to point out that this case has already escalated significantly, including involvement of external authorities as stated by the player, and the situation is time-sensitive given the seriousness of the claim and the amounts involved.

An "internal investigation" starting only now, after an extended period of inactivity, is not sufficient on its own without any concrete findings, timelines, or supporting details.

I therefore ask you to provide a clear and structured update on:

• the current status of the investigation,
• what exactly is being reviewed at this stage,
• and when you expect to be able to provide a final conclusion.

We cannot consider general statements of "ongoing review" as an adequate response at this point.

Dear David83,

I will keep monitoring the situation and will update you as soon as the casino provides a more concrete statement.

Dear Samuel,

Thank you for your patience!

Please be informed that the investigation has not started just now, it was concluded already, and the customer was informed of the final decision on this matter. What we were referring to was our preparation of evidence related to the case, to be provided to you.

We have sent you a private email with all relevant information.

Best regards,

Caspero Team

Cher Samuel, Le casino essaie de vous induire en erreur. Ils prétendent que j'ai été informé d'une « décision finale », mais je n'ai rien reçu depuis qu'ils ont publiquement promis une « enquête urgente » ici sur ce forum. S'ils font référence à un ancien e-mail d'il y a des semaines, cela contredit leur récente promesse d'enquête. Mon compte est toujours bloqué et mes 1 087 616,89 CHF sont toujours manquants. C'est une tactique claire pour caler jusqu'au 4 mai. Je demande que toutes les ‘preuves’ qu'ils vous ont envoyées en privé soient revérifiées par rapport au rapport officiel de la Police Suisse (Affaire 25R0028025) et aux autorisations bancaires que j'ai déjà soumises Ils mentent pour éviter de payer un gain légitime validé par Evolution Gaming.

Hello everyone,

Thank you both for your updates.

Caspero Casino, I acknowledge the information and evidence you have provided to me via email, including your reference to the relevant Terms and Conditions regarding third-party payments.

At this stage, however, I need to address several important aspects of this case that require further clarification.

While I understand your position that the use of a third-party payment method constitutes a breach of your Terms and Conditions, it is essential to also consider the timeline, consistency of enforcement, and the overall context of the situation.

Based on the available information, the payment method in question appears to belong to the player’s wife, not an unrelated third party. In many cases, financial resources within a household may be shared, which is an important contextual factor when assessing proportionality and intent, even if the Terms and Conditions formally require payments to be made strictly in the player’s own name.

Importantly, I also need clarification on the fact that this payment method appears to have been previously used and accepted without any reported issues or restrictions. This raises an important question regarding consistency of enforcement and whether the alleged breach was only identified at a later stage, specifically during the processing of a significant withdrawal.

Additionally, the player states that the winnings were not generated from funds deposited via this payment method, which is another key point that needs to be clearly addressed.

With this in mind, I ask you to clarify:

• when exactly the wife’s payment method was first used,
• whether this method had been previously accepted and processed without restriction or issue,
• why the account was not restricted at an earlier stage if this was considered a breach,
• whether this payment method was used in connection with the gameplay that resulted in the winnings,
• and how exactly this breach justifies the confiscation of the full balance in this specific case.

Furthermore, I would like to understand why this issue was escalated only at the point of a significant withdrawal request.

At the same time, David83, I would like to ask you to support your statement regarding the use of your wife’s card. If possible, please provide any communication with the casino (emails, chat transcripts, or similar) confirming that this payment method was previously accepted or verified by the casino.

From a fairness perspective, it is important to determine whether the rules were enforced consistently and in a timely manner, and whether there is a direct and proportionate link between the alleged breach and the confiscated winnings.

I will await further details from both sides so I can proceed with a proper assessment of the case.

Dear Samuel,Thank you for your analysis. To answer your questions, I am providing formal evidence that proves the casino is acting in bad faith:Legal Authorization & Shared Household: I am attaching two official documents from my bank (BCV) and a document from our real estate agency (Regie Privée). These prove that I am a "Personne Autorisée" with full power over Marisa Antunes' accounts and that we have shared a household as a couple in Pully since at least 2024. This was a transparent, authorized family transaction.Validation by the Casino: I am attaching a crucial email from my VIP Manager (Giselle) dated March 24, 2024. In this email, she officially congratulates me on my winnings and offers to accelerate my withdrawals as a VIP member. This proves that, long after the minor deposits months ago, the casino still considered my account and my winnings perfectly valid.Consistency: The casino's own Excel file (attached) shows they processed my transactions for months without any issues. They only decided to "enforce" a rule when the win reached 1.1 Million CHF.Proportionality: My win of 1,087,616.89 CHF was not generated by those two small deposits from months ago. Confiscating a million-euro win over a minor, authorized family deposit that the casino had already accepted is predatory and disproportionate.I trust this evidence clarifies the situation.Best regards,

David Rodrigues Tavares

Subject: FINAL UPDATE - WEBSITE CLOSED & EXIT SCAM CONFIRMED

Dear Casino Guru Moderator,I am providing a critical update. As of today, May 8th, the Caspero Casino website has officially shut down (see attached screenshot). This confirms the exit scam I have been warning about.I want to highlight three major points of bad faith that occurred just before the closure:GDPR Violation: I formally requested my data transfer and the link for my personal data rights (GDPR), but the casino never provided it, intentionally withholding my information before disappearing.Evasion of Mediation: While the countdown was active here on Casino Guru, they chose to shut down their operations rather than provide the evidence you requested regarding the "third-party payment" (which I proved was a legal family authorization from my bank, BCV).The Nova Forge Network: It is crucial for the player community to know that this casino belongs to the Nova Forge network. I urge Casino Guru to apply these negative marks to all sister sites and "mirrors" belonging to this group to prevent other players from being defrauded.They have officially disappeared with CHF 1,087,616.89. My criminal case with the Lausanne Police (File No. 25R0028025) remains active. I ask that you close this complaint as 'Unresolved - Casino Failed to Cooperate/Exit Scam' to warn the public about this criminal group.Thank you for your support during this process.

Dear All,

Thank you for your detailed feedback and for highlighting these specific points of inquiry.

We acknowledge the complexity regarding the relationship of the third-party account holder and the concerns raised. To ensure we provide a thorough and accurate response to these nuances, we require a brief extension.

We are currently conducting a deeper internal audit of the player’s history.

We appreciate your patience while we ensure all facts are correctly addressed.

Best Regards,

Caspero Casino Team

Hello everyone,

thank you for the update.

Dear Caspero Casino,

I will allow a short extension for your internal review. However, I want to state clearly that the concerns raised by the player in this case are very serious and, based on the information currently available, several aspects remain highly problematic from a fairness and proportionality perspective.

At the moment, the available evidence appears to show that:

• the payment method belonged to the player’s wife within a shared household,
• the player appears to have had formal authorization over the account,
• the casino processed transactions for an extended period without restriction,
• the account continued to receive VIP treatment and withdrawal-related communication long after the deposits in question,
• and the issue only seems to have been escalated once a very large withdrawal became involved.

These are extremely important contextual factors that cannot simply be ignored by relying solely on a generic third-party payment clause.

Additionally, if the website is indeed no longer operational, this naturally raises even more serious concerns regarding the casino’s ability and willingness to properly resolve outstanding player balances and ongoing disputes. Given the circumstances of this case and the information currently available, there are already significant concerns regarding the fairness, consistency, and proportionality of the casino’s actions toward the player.

I therefore expect the casino’s next response to provide a meaningful and transparent clarification of the situation, supported by relevant evidence where necessary, so the matter can be properly assessed.

I will now wait for the casino’s detailed clarification.