CitoBet Casino - Player's account has been closed without explanation.

Hello Casino Guru,

I would like to file a complaint regarding my Citobet account, which was blocked while my KYC verification was still pending.

I made only one deposit to Citobet, in the amount of €200, on August 3, 2026, using Wise. No withdrawal had previously been made from the account, as I was required to complete the KYC verification before I could request a withdrawal.

The account was used for both sports betting and casino games. My balance increased to approximately €600. I did not receive or use any bonus or promotional funds.

I submitted the requested KYC documents, including proof of identity and proof of address. However, the documents remained in "Pending" status without any decision.

I contacted Citobet by email on August 5 and again on August 8, asking for an update regarding my KYC verification. I received no response to either email.

Citobet also does not provide live chat support.

On August 17, 2026, I tried to access my account and discovered that it had been blocked. I received no prior notification and no explanation for the blocking.

As a result, I currently have no access to my account, balance or transaction history, and I have been unable to withdraw my funds.

I am attaching screenshots supporting everything described above:

- the KYC documents showing "Pending" status;

- the two unanswered emails regarding my KYC verification;

- proof of the €200 deposit made through Wise;

- the current message showing that my account has been blocked.

Based on the above, I would appreciate Casino Guru's assistance in contacting Citobet and helping me obtain an explanation for the account blocking and access to any funds remaining in my account.

Thank you.

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.

Hello,

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.

• Has the casino indicated that there might be a problem with approving specific documents?
• Have you received any explanation from the casino regarding the account closure? If so, could you please share that communication?
• Is there any possibility that you have opened multiple accounts at CitoBet Casino?

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