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

15 сентября я зарегистрировался в казино и приступил к игре. После полного отыгрыша вейджера мой аккаунт был заблокирован без каких-либо предварительных уведомлений или объяснений.

Для выяснения причин блокировки я открыл чат службы поддержки. Сотрудники запросили прохождение дополнительной идентификации. Я предоставил селфи с документом, удостоверяющим личность, после чего получил подтверждение, что данный документ принят.

Затем от меня потребовали один из дополнительных документов: счёт за коммунальные услуги, разрешение на работу, налоговые документы или договор аренды. Я предоставил счёт за коммунальные услуги по адресу моего фактического проживания. Документ был отправлен до 26 сентября.

На протяжении всего периода после предоставления документов служба поддержки отвечала, что аккаунт находится на дополнительной проверке. Никакой конкретики или сроков не сообщалось.

В последнем сообщении от казино мне сообщили, что я якобы нарушил один из правил платформы. При этом:

1 не разъяснена суть предполагаемого нарушения;

2 не предоставлено никаких доказательств или фактических обоснований.

Таким образом, в течение всего периода после предоставления всех документов мне не была предоставлена чёткая информация о статусе аккаунта, внятных причинах его блокировки или сути заявленного нарушения.

Ниже я предоставлю переписку и скриншоты всего диалого который был 25.11.2025

Today

Guest created chat

Support Team: Hello. How may I help you?

09:20

You're speaking with Pitt

Hi, I would like to know why my account is blocked and you don't respond to my emails.

09:21

Pitt

I will certainly help you, but first let's get to know each other. Could you please tell me your name and the email you indicated in your profile?

09:21

k***************@gmail.com

09:21

Kims

09:21

Pitt

Thanks! Our website protects players’ accounts data. I will be able to provide the information regarding the profile right after you send a selfie with your ID to the chat, Kims.

09:22

1 min

09:22

5847951750420171810.jpg

09:23

Pitt

Thank you for the selfie! Please, give me a couple of minutes to check the information regarding your account!

09:24

Pitt

Thank you for waiting! Your account was blocked according to the rule 5.3.

09:26

Pitt

By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any of your information changes, you must update it promptly on your own initiative. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions, including bonuses and winnings, and/or the closure of your account.

09:26

Please explain what the problem is.

09:27

Pitt

You have violated rule 5.3 and your account has been blocked, Kims.

09:29

Pitt

Are you still with me?

09:31

yes 1 min

09:31

Pitt

I will be here in case you need my assistance.

09:32

I want you to explain to me in what point I provided incorrect information why you decided that this was a violation.

09:32

Pitt

Please, give me a couple of minutes to get the answer for your question, Kims.

09:34

Pitt

Still checking! I'll come back in a couple of minutes. Please kindly wait a bit more.

09:36

ok

09:37

Pitt

Thank you so much for your efforts! You are responsible for maintaining accurate and current account information. Failure to do so may lead to restricted access, forfeited transactions and winnings, or account blocking.

09:38

Pitt

That's why your account was blocked.

09:40

I still don't understand why my account is blocked. Please explain it more clearly and tell me specifically what the problem is

09:42

Pitt

Your account has been blocked in accordance with rule 5.3, Kims.

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 Kims,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

1 Я точно помню, что играл в три слота:

Golden Fish Tank

DrDolittle

Fortune of Giza

2 Я загрузил только одно фото в разделе верификации на сайте, и после этого мой аккаунт был заблокирован — я не успел добавить дополнительные фотографии.

3 Также я активировал бонус 150% и полностью его отыграл.

Dear Kims,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru apart from what you have already shared? This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Добавить как скриншоты или как текс ?

Dear Kims,

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, Martin (martin.l@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,

Katarina

Hello Kims,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Drip Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? The Casino support referenced T&C 5.3.

By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any of your information changes, you must update it promptly on your own initiative. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions, including bonuses and winnings, and/or the closure of your account.

Can you please provide us with more clarifications regarding this?

Hello, dear player and Casino Guru representatives! Details on the player's case have been sent to email martin.l@casino.guru.

Best regards,

Drip Casino

Dear casino representative,

thank you for your response. I have sent you an additional mail.

Dear Kims,

has the name of your street changed recently? Do you possess any different utility bills?

Dear Martin, please check our latest reply via email.

Best regards,

Drip Casino

Dear casino representative,

thank you for your cooperation. I have issued a response to your latest email.

Добрый день.

Я отправил вам документ, подтверждающий мое задекларированное место жительства

Dear Martin,

Please check our latest reply regarding the case.

Best regards,

Drip Casino

Dear parties,

thank you both for your continued cooperation.

Dear Kims,

I have sent you an additional email. Please get back to me at your earliest convenience.

Добрый день, Мартин я отписал вам напочту.

Добрый день, Мартин я отписал вам напочту.

Dear parties,

thank you for your continued cooperation. We are currently waiting for a response from the player.

Dear Kims,

thank you for your continued cooperation. We will be awaiting the receipt of the document we have mentioned in our email communication.

Dear Kims,

thank you for your continued cooperation.

Dear casino representative,

I have sent you an additional email.

Dear Martin,

Please check our recent reply via email.

Best regards,

Drip Casino

Dear Martin,

Please check our recent reply via email.

Best regards,

Drip Casino

Dear casino representative,

thank you for your continued cooperation. I have responded to your email.

Dear Kims,

just to clarify the situation, is a utility bill from your place of residence, showing your full name available to you?

Мартин, я ответил вам на почту martin.l@casino.guru

У меня есть уточняющий вопрос, жду вашего ответа, спасибо

Dear Martin,

Please check our recent reply via email.

Best regards,

Drip Casino

Dear casino representative,

thank you for your response to my email. We will continue to try to find a suitable compromise.

Dear Kims,

please provide us with the mentioned internet bill issued to your address of residence.

Dear casino representative,

the player has provided us with an internet bill. I have sent it to your email address. Please let us know whether it is fit for verification purposes.

Dear Martin,

Please check our recent reply via email.

Best regards,

Drip Casino

Dear casino representative,

thank you, I have sent an email to the player. I will contact you shortly.

Мартин, я ответил вам на почту martin.l@casino.guru

Dear parties,

the discussions are currently ongoing, we are waiting for some more explanations from the player's side.

Dear Kims,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Здравствуйте, возникли трудности на работе, поэтому я задержал ответ. Завтра обязательно отвечу на почту. Спасибо за понимание!

Dear Kims,

thank you very much for your continued cooperation.

Dear casino representative,

thank you for your patience, I have sent you an email, along with the explanation of the matter.

Dear Martin,

Kindly please check our last email.

Best regards,

Drip Casino

Dear casino representative,

thank you for your message, I will issue a response soon.

Dear Kims,

I have sent you an additional message, please check your inbox.

Dear Kims,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Привет! Я так и не получил ответ на почту

Hello Kims,

thank you for your continued cooperation, I can confirm I have received your message and the video. Currently, I am attempting to verify the validity of the document you have provided me with.

Dear Kims,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Kims,

thank you for your response, please check your e-mail.

Dear Kims,

thank you for your continued cooperation.

Dear casino representative,

I have sent you a message through email. At this point, the player has provided us with both a video of himself located on the premises of the disputed building, and his email inbox, containing the disputed document.

We also acknowledge we were suspicious of the document ourselves, though at this point we do not see how it could have been tampered with and are on the player's side.

Dear Martin,

We've sent you an email.

Best regards,

Drip Casino

Dear casino representative,

thank you for your answer.

Dear Kims,

I have sent you an email.

Dear parties,

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Martin

Casino.Guru