Etheryl.io Casino - Player's account is restricted and under review.

I am submitting a complaint regarding my account with Etheryl.

On April 20, I was informed that my account had been flagged by an automated system for a routine review related to potential multi-accounting. I was advised that the case would be reviewed manually by their fraud prevention team.

Since then:

• My KYC has been fully approved
• My account has remained restricted (unable to withdraw or use funds)
• I have followed up multiple times (April 23, April 28, and most recently)
• I have not received any meaningful update or resolution
• It has now been over 10 days since the review began, and I am still waiting without a clear timeline or explanation.

I understand that reviews may take time, however the lack of communication and the continued restriction on my account is concerning.

I would appreciate assistance in obtaining:

• A clear update on the status of the review
• A reasonable timeline for completion
• Resolution of my withdrawal request

Thank you for your assistance

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 wizzkush,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm which verification documents you have submitted and when?
• Are there any additional documents or information you have been asked for the KYC process?

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

Petra

Hi Petra,

Thank you for your response.

To answer your questions:

• I am not aware of any other active accounts being used from my household.
• For verification, I submitted my identification documents (DL) shortly after the withdrawal/KYC request was triggered. The casino later confirmed that my KYC had been successfully approved.
• I have not been asked for any additional verification documents or information since the KYC approval.

At this point, my concern is mainly the length of the review process, the ongoing account restriction, and the lack of updates regarding when I will regain access to withdrawals and normal account functionality.

Thank you for your assistance.

Thank you for your reply and for providing the previous details, wizzkush.

• Have you accumulated your winnings with or without an active bonus?
• Have there been any recent transactions leading up to the account restriction that might be relevant to the review?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra,

Thank you for your continued assistance.

• My winnings were accumulated without an active bonus attached to the account balance.
• There were no unusual transactions leading up to the restriction aside from my normal gameplay activity and deposits through my personal payment method.
• I have attached screenshots of the email thread I’ve been using to try to contact etheryl

Dear wizzkush

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 Mirka (miroslava.d@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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Etheryl.io Casino representative to join this conversation.

Dear Etheryl.io Casino,

Could you please provide clarification regarding this case? If you believe, player acted in violation of your Terms and Conditions, please provide explanation of specific breaches along with supporting evidence.

Thank you in advance.

Hi Wizzkush & Mirka,

Thank you for your patience while we reviewed this matter.

We would like to confirm that we have now provided Casino Guru with detailed information regarding this case, including supporting evidence relating to our internal investigation. Due to the sensitive nature of certain account and verification data, we believe it is most appropriate to share this information directly with the Casino Guru team rather than publicly.

Following our review, we remain confident that our decision was made appropriately and in accordance with our Terms & Conditions and internal fraud prevention procedures.

We understand this is not the outcome the player was hoping for, and we appreciate Casino Guru taking the time to review all relevant information independently.

We will continue to fully cooperate with Casino Guru throughout their review process and are happy to provide any further information they may require.

Kind Regards,

Etheryl Compliance Team

Dear Etheryl.io Casino,

I sent you an email with some questions and request for further evidence. Please check your inbox and provide replay at your earliest convenience.

Thank you for your cooperation.

Hey Mirka,

I have replied to your email with the latest information and extra evidence has been provided.

Thank you for your assistance and help.

Kind Regards,

Etheryl Compliance Team

Dear Etheryl.io Casino,,

I sent you an email. Please check your inbox at your convenience.

Thank you.

Hey Mirka,

Just to update you that we've responded to your email with the extra information required.

Thank you for your assistance and time.

Kind Regards,

Etheryl Compliance Team

Dear wizzkush,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Dear Etheryl.io Casino,

I sent you an email. Please check your inbox.

Hey Mirka,

I've just had a look through our inbox and cannot find an email?

Could you resend please on general@etheryl.io

Thank you for your assistance and time.

Kind Regards,

Etheryl Compliance Team

Dear Etheryl.io Casino,

I sent you an email. Please check your inbox.

Thank you.

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.

Hi Mirka,

What happens if the casino don't reply within that timeframe and the complaint is closed as "unresolved," could you let me know what my next steps would be?

Is there anything further I can do to pursue the matter, or does Casino Guru have any additional process after an unresolved outcome?

Thank you for your help.

Dear wizzkush,

After reviewing evidence from the casino, I unfortunately have to inform you, that we are unable to help you in this case.

The casino provided evidence, that confirms, that you have deliberately created second account during the verification process of your first account. Furthermore, you submitted invalid verification documents, and although you were asked about multi-accounting in the thread, you failed to mention, that you are aware of a fact, that there was more than one account opened by you.

While I understand, your intentions might have been different than what we usually deal with, it wouldn't be possible to prove it, considering the evidence provided by the casino and multiple other factors.

Please note, that Terms and Conditions of Etheryl.io state:

Multiple Accounts

4.9 Only one Etheryl Account per Player is allowed. Should You attempt or successfully open more than one Etheryl Account, under Your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Etheryl Account, Etheryl will be entitled to immediately close all Your Etheryl Account(s), retain all monies in such Etheryl Accounts and ban You from future use of the Website.

4.10 Should Etheryl have reason to believe that You have registered and/or used more than one Etheryl Account, or colluded with one or more other individuals using a number of different Etheryl Accounts, Etheryl shall be entitled to deem such accounts as constituting multiple Etheryl Accounts, and suspend or close all such Etheryl Accounts. Etheryl will also be entitled to retain the funds till the Player proves that he did not attempt to create multiple accounts.

Also, it is an industry standard, and it is mentioned in our Fair Gambling Codex:

Players should only create one account at each casino. Duplicate accounts are generally punished, even if the intentions of the player are good and it is just an honest mistake. This includes creating accounts for friends or family members, as these could also be identified by the casino as a breach of the terms and conditions

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

If you disagree with our decision, feel free to contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them, but I am afraid their opinion won't be different.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka