Ezz.Casino - Player’s winnings are confiscated.

I registered at this casino, deposited $30 using the bonus, and wagered it according to all the terms. I passed verification and withdrew my winnings. A few days later, verification was rejected and my entire winnings, $1,457, were written off, citing Russian players being prohibited from playing. However, the casino doesn't state that Russian players are prohibited from playing. I asked in the chat, and they told me that players from all countries can play. Very interesting.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ezz casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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 accusations made against you? 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

I registered on January 20, 2026. The next day, I submitted my verification and set up a withdrawal. A few days later, my withdrawal was cancelled, but my account wasn't blocked. My documents were rejected because I'm from Russia.

I took a bonus percentage on my deposit and wagered it without breaking the rules.

The chat said that all countries can play at this casino.

I wrote to them today and they give me the same answer.

Dear tashkent,

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, Michal (michal.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

Hello tashkent,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Ezz.Casino to join the conversation.

Dear Ezz.Casino,

I understand that certain jurisdictions can be restricted from your casino; it is expected that this be clearly listed in your terms and conditions, and ideally, you should restrict access to your website on a software level. However, I would appreciate some clarification on why players from an "apparently" restricted region are still able to access your site and, more importantly, complete registration and make deposits without any limitations, and this is then later used against them? The information received from the livechat support agent is contradictory as well.

The registration form allows Russia to be selected as a country. This naturally gives players, including myself, the impression that registration from Russia is permitted. Most top casinos have this enforced automatically by their system, which is what we advocate for as well.

At Casino Guru, we believe that when players can freely register, deposit, and play without bypassing any restrictions, and win their funds legitimately, they should be able to receive those winnings.

I kindly request your reconsideration of this situation.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru

Even the chat bot says you can play from any country.

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.

Dear tashkent,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is sadly no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru