Etheryl.io Casino - Player's account is closed and withdrawal is delayed.

Hi, Ive been playing on Etheryl.io for sometime now, around 8 months, and have made significant amount of withdrawals through the casino. Yesterday I won quite a bit, around 2800 CAD and wanted to withdraw and the withdrawal usually takes like a couple of hours but they didnt process it for sometime. I contacted support and they said its usually 24 hours so I waited and then I contacted VIP team and they came back with a response that my account has been flagged and compliance team will review account. My account is fully locked and my withdrawal is on hold. Ive been trying to get a hold of the the VIP team but no response as to what the issue is and why my account is flagged and compliance hasnt reached out. Support chat has been saying they will follow up but no response from them too. Ive been really loyal to the casino and havent gone against their rules. I am really lost as to what to do and have waited for so long. What should I do in this case?

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 negative experience with Etheryl.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi,

Thank you for taking this case.

Yes, I do have access to my player account, I am able to log in but all features like depositing and withdrawing and playing any games is locked.

To accumulate the balance that I am trying to withdraw, I played games like slots and live games like blackjack. Most of the money I made was through blackjack. I re-deposited 200 and using the 200, I was able to make up to 3000, and out of 3000 I withdrew 2800.

I did not play with any bonus. I had played with free spins given by the casino but that was separate from the amount I made through real balance. I canceled that free spin bonus and I had my remaining real balance which is how I was able to request for 2800 withdrawal which later got locked by the casino.

I requested the withdrawal of 2800 and waited for a couple of hours and kept talking with support team to ask how long it will take to process my withdrawal and support team kept saying 20 min to 24 hours. And since I am VIP, I emailed the VIP team but they didn’t respond until later when I asked support team to remind VIP team to respond. After like hours of not responding, the VIP team emailed me saying my account has been flagged and could you verify if you have any other accounts on etheryl and I said no, this is the only account I use. And they said they will share it with compliance team and they will communicate with me.

I tried contacting them to find the reason why my account was flagged for hours and no one responded until which I had mentioned in the email that I made a complaint on casino guru.

The VIP team emailed saying sorry, we are aware of your complaint and we will respond within 48 hours.

I will share the entire email chain to the email you sent.

Thank you

Is there any update?

thank you!

They cancelled my withdrawal request of 2800 today and I emailed the VIP manager for updates from the compliance team and he said it looks like the compliance team cancelled the request and they will get back to me soon.

not sure when soon is but just wanted to update you guys. The amount is in my balance now but my account is locked in the inside and I cannot withdraw or deposit nor play any games.

Just wondering if there has been any update from casinoguru to work on this?

Thanks for your patience.

Did the casino conclude their review of your account? Was the suspicion that you might have opened multiple accounts clarified?

Please let me know.

Hi, they have not concluded anything and have no update for me. They keep saying they have no update and I’ve included some screenshots of the recent email thread.

Please keep the reply private as my name is in email. Thanks

I also informed the casino that I travel for work within Canada so i switch between my phone data and my home internet to play on the casino. The VIP manager Dylan is the only one speaking but he said he will pass on the information to the casino as well. I dont know what else to do. I can see others on here saying they got flagged for multi accounting but I got flagged for no reason. I only have my main phone number associated to one account so not sure why they are saying I have multiple accounts. I have withdrawn in the past properly and smoothly without any issue. Ive made withdrawals of 1000 CAD, 3000 CAD etc and they never brought up an issue then. Ive also self excluded several times as well and reopened back to the same account. I only requested 2800 CAD which isnt much but still they are flagging me. I hope the verdict comes out that I can proceed with withdrawing and playing because I genuinely enjoyed playing on the casino and putting money into it. If I wanted to multi account, I wouldnt just deposit so much into one account. I hope you guys can escalate this and get this resolved. I still can log in but no way to do anything inside. I can still see details on my sessions and my deposits, so please let me know if you need any of that information.

I am also reviewing past complaints regarding etheryl.io and a lot of the multi account complaints are very similar to how my case is being treated. If I do have a second account, I would be fully honest about it and my banking information would be tied to the second account even if there was one. I would like to say, my only account is evidence that I only used that account because I’ve made several deposits using two methods on that one account and if I created another account, those two methods would show up on these accounts too. But I do not have more than one account and I am willing to make this a statement anywhere.

Dear fartjames,

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, Jana (jana.k@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,

Tomas

Thank you so much Tomas! Hopefully this is resolved soon

Dear fartjames,

My name is Jana, and I will be your point of contact as we work together to address your complaint. I sincerely apologize for the delay you are experiencing with your withdrawal. Please rest assured that I will reach out to the casino and advocate on your behalf to resolve this matter as quickly as possible.

I would also like to invite a representative from Etheryl.io Casino to join this conversation and assist in the resolution of your complaint.

Dear casino, could you kindly provide the reason for the delay in processing the player's withdrawal?

Thank you in advance for your prompt attention to this matter.

I know we are nearing the time for the casino to respond, what happens if they don’t respond within the time frame?

they haven’t been responding to me and they said they would follow up within 14 working days but nothing from them after those days have passed.

Dear Jana, dear piran58,

Thank you for the opportunity to respond.

Etheryl has now completed its review of account 2548179.

The player submitted a series of withdrawal requests on 10 August 2026, including the C$2,800 withdrawal referred to in this complaint. That withdrawal was subsequently cancelled and the funds returned to the account balance while the compliance review was carried out.

Under clauses 8.2 and 8.14 of our Terms and Conditions, Etheryl may review account activity, gameplay and potential multiple-account use before processing a withdrawal and may restrict payments while that review is being completed.

During the review, Etheryl identified account-linking evidence connecting account 2548179 with other Etheryl accounts. Having reviewed that evidence, we determined that the account was operated in breach of the applicable linked-account and multiple-account provisions of our Terms and Conditions, including clauses 4.9, 4.10, 4.14 and 12.8.

In accordance with clauses 4.10, 4.20 and 4.22, account 2548179 has therefore been permanently closed and C$2,800 attributable to the affected play has been withheld. Gambling, deposit and withdrawal functionality on the account has also been permanently disabled.

A formal outcome notice has been sent to the player's registered email address. Etheryl's review is now complete, and this represents our final internal decision regarding account 2548179.

We are providing Casino Guru privately with the evidence relied upon in reaching this decision so that the complaint resolution team can review the matter independently. That material includes information relating to other account holders and technical fraud-prevention data, and we therefore do not consider it appropriate to publish those details in the public complaint thread.

Jana, please feel free to contact us by email regarding this case. We will provide the full internal review, together with the relevant supporting evidence, for Casino Guru's complaint resolution team to examine in detail.

We remain available to answer any questions and to provide any additional supporting records that may assist with your review.

Kind regards,

Etheryl Compliance Team

This is so ridiculous since you guys are just providing the same message you provided to other players with similar complaints. I respect your casino so much and yet you guys say that I have multiple accounts. I have proof that I never once created a separate account outside of fartjames46@gmail.com and that’s the only email I have ever used for one single account. I’ll let casino guru decide what needs to be done but I know for a fact that I never created a separate account and you guys know it too. I’ve been honest from the start of the account review of what and how I played on your casino and you guys give a generic message saying that I am multi accounting. I wonder what the proof you guys have.

This is so stupid since I joined the casino after Raphael emailed me and asked me to join and I played on the casino with over several deposits to one account and you guys say I am multi accounting.

where is customer loyalty and every single time I withdrawn, I have redeposited those funds back to your casino and lost it. I have never won excessive amounts from the casino. Fine let’s see what the verdict is and honestly this doesn’t hurt me. This tells me I should have never trusted you guys with all my money and information. This should be a lesson to all people playing on your casino.

thanks

Dear Etheryl.io Casino,

Thank you for your message. I would appreciate it if you could send the relevant evidence regarding the multiple accounts breach to jana.k@casino.guru. This information is essential for us to review and assess the case appropriately. Your continued support and cooperation are greatly valued.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.