Caswino Casino - Player’s account has been closed without explanation.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Caswino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you create your account? When was it suspended exactly?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you made any previous deposits using the same payment method?
• Did you pass the verification before you lost access to the account?   

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

my account still there I just can't access it I've asked them to unblock me they won't if you access my account you would clearly see

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance. 

When did you create your account? the 14 of July

When was it suspended exactly? 29th of July I believe

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  just regular games

Have you made any previous deposits using the same payment method? no my account was credit with crypto

Did you pass the verification before you lost access to the account?  yes

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

all conversation was account side I received promos even after my account was locked and I checked in regularly to make sure funds are still there I received confirmation they were still in funds but they would not unlock my account I am entitled to my crypto it has no intrinsic value technically so they need to unlock my account I shouldn't have had to pass any kyc as it was crypto and yes I had two deposits



Dear player, what error message do you receive when you try to log in to your account? Have you contacted the casino support to get any explanation of the issue? Do you have any communication with them?

yes I've contacted numerous times it litteraly says they have blocked my login obviously have no reasoning beyond stealing my money

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello jwmdhl, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Caswino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the account block and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We have carefully reviewed the complaint regarding the alleged deposit of 28 BTC and the subsequent account suspension. After thorough investigation, we provide the following official clarification.

The account in question was registered on 13 July 2025.

The first activity and deposit attempts were recorded on the same day.

The account was suspended on 14 July 2025 (please note: unlike User mentioned on 29 July), immediately after our Security Team detected a breach connected to a payment provider vulnerability.

Some facts to be highlighted:

1. No actual transfer of 28 BTC ever occurred

The user made a real deposit of 28 USDT but exploited a technical vulnerability of the payment provider, which caused the system to incorrectly display 28 BTC on the account balance.

2. No proof of the alleged 28 BTC transaction was provided

In cryptocurrency operations, every transaction can be verified by a blockchain hash. Despite multiple requests, the user has never submitted a hash or any confirmation of such a transaction. This clearly indicates that no 28 BTC transfer was made.

3. Contradictions in the user’s statements

In the complaint, the user first claims to have deposited 28 BTC and later refers to 30 BTC. A person who actually transferred such a large sum (approximately 3,350,000 USD) would never be uncertain about the exact amount.

4. Verification was never completed or even started

Although the user claims to have passed verification, no documents were ever uploaded to the account.

5. Suspicious deposit behavior

The user made multiple consecutive deposit attempts with different amounts and very short time intervals between them — a clear pattern consistent with intentional testing of a technical vulnerability.

The timeline of actions on 13 July 2025 (UTC) is as follows:

07:02:01 – deposit attempt of 1 BTC

07:02:18 – deposit attempt of 10 BTC (17 seconds later)

07:02:34 – deposit attempt of 20 BTC (16 seconds later)

07:03:04 – deposit attempt of 10 BTC (30 seconds later)

07:08:10 – deposit attempt of 76 TRX (5 minutes later)

07:08:44 – deposit attempt of 14 TRX (34 seconds later)

07:09:30 – deposit attempt of 15 BTC

07:04:09 – real deposit of 0.00213 BTC (the only confirmed transaction on blockchain)

07:04:10 – deposit attempt of 13 BTC (1 second after the real transaction)

07:10:20 – deposit attempt of 10 BTC

07:11:55 – deposit attempt of 31 BTC

07:12:40 – deposit attempt of 28 BTC

07:13:10 – deposit attempt of 20 BTC

07:14:05 – deposit attempt of 30 BTC

07:15:30 – deposit attempt of 25 BTC

In total, 25 deposit attempts were made within a very short period of time, with various sums and currencies (BTC, TRX). Only one small deposit was valid and confirmed (0.00213 BTC). The 28 BTC shown in the account was the result of exploiting the payment system vulnerability, not a real transaction.

6. Gameplay before suspension

The user’s statement that the account was suspended immediately is false. Before the suspension, the user actively played several games, including Hand of Anubis, Loki Loot, and Royal Shooter, and spent 0.0973 BTC (approximately 11,000 USD) from the fraudulent balance.

The user intentionally manipulated a technical vulnerability of the payment provider to artificially increase the balance from 28 USDT to 28 BTC, without making any real deposit.

In communication with our support manager, this user stated that there was no transfer of 28 BTC, and that 28 USDT was withdrawn instead. The transcript of the conversation is attached and will be sent to the forum manager - Matej. This confirms that the user manipulated the system and was aware of doing so.

The suspension was applied strictly in accordance with our Terms of Service and anti-fraud policy to prevent further losses. The platform has already suffered financial damage as a result of these fraudulent actions.

We respectfully request the dismissal of this complaint as fraudulent and manipulative.

The user’s statements contain multiple contradictions, and there is no evidence of any legitimate transfer.

We urge other operators and community members to be cautious of similar fraudulent patterns.

I would like to thank the Caswino Casino for investigating this complaint and detailed explanation given.

I can confirm I have been provided with screenshots from the casino's internal system (which I am not allowed to share for security reasons), that confirms the statement above regarding both missing KYC documentation upload as well as deposits manipulation.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding.