EGB Casino - Player's account is closed.

I open an account to EGB around a month ago, I deposited around 116$, after winnings I reached around 460$, then trying to withdraw the money they were asking for KYC which is normal, I have provided all the requested documents, ID, selfies, bank statements etc. then they requested a video call with me, so we scheduled the video call, I replied to all of their questions and after that I realized that account was blocked and I didn t have access anymore. Trying to connect via email, they replied to me that I breech terms & conditions 4, 11 & 14 which is completely irrelevant and misleading and without any further explanation they stated that the amount is frozen, even my initial deposit. Trying to communicate further with them and resolve the dispute internally I m not getting any responses from them for almost 10 days now.

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 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.

• Could you please specify which types of games you played (for example, slots, live casino games, or sports betting)?
• Did you accumulate your winnings with or without a bonus?
• What questions were you asked by the casino representative during the video call? Were there any questions you were unable to answer?

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

Hello,

Thank you for your response. Kindly find below further information as requested.

I was playing in sports betting.

I never used any of the bonuses.

I was asked questions like when did I open my account, how I deposited money, which sports I used to bet, from where I m getting info for my bets, plus I login and log out from my account as requested during the video call.

I have replied to all of the questions.

I am 100% the owner of the account and I can prove it by any possible way, or provide any possible documents if requested.

Thank you in advance and remain at your disposal.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.