The player from the Dominican Republic faced issues withdrawing 432 EUR due to ongoing verification demands from the casino, even after providing extensive documentation from his verified Binance account. Following the complications, his account was deactivated without notification or explanation. We reviewed the player's detailed submissions and communicated with the casino to understand the situation. The complaint was marked as resolved after the player confirmed the issue had been resolved.
Fridayroll Casino - Player's account has been closed without reason.
Resolved
Our verdict
Case closed
Amount: €432
Fridayroll Casino
Safety Index:Above averageCase summary
Discussion
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4 weeks ago
Translation
Dear Team,
I am writing to you to provide a clear and chronological record of the entire verification process up to the current deactivation of my account, as I have not received any formal notification explaining this action.
I made four deposits on their platform using USDT from my personal verified Binance account.
After requesting my first withdrawal of 432 EUR, I was initially asked for proof of deposit from Binance to the casino.
I provided the official Binance withdrawal history in PDF format, which clearly shows:
My full name.
My user ID.
The four withdrawals in USDT.
Date, network used, destination address.
TXID (hash) of each transaction.
Status: "Completed".
That documentation was accepted correctly.
Subsequently, I was asked for proof of funding from my crypto wallet.
My wallet was funded through a P2P order within Binance.
Therefore, I provided:
Official bank statement in PDF format issued by Banco Múltiple BHD.
P2P order completed (466.20 USDT).
Evidence that connects the bank transfer with the credit to my Binance account.
History that proves that the funds were credited to my verified account.
This documentation was repeatedly rejected, indicating that a "bank statement showing transactions sent to your crypto wallet" was required, although in the case of P2P transactions the bank transfer is made to a verified merchant within Binance, not directly to Binance as a company.
The withdrawal was subsequently cancelled and the balance returned to the account.
Finally, when I tried to access my account, it appeared as "deactivated", without having received any official notification of closure, suspension or violation of terms.
I have provided original, verifiable documentation consistent with the activity carried out at all times.
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3 weeks ago
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.
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3 weeks ago
Dear Zer0k,
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 let me know which other verification documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- When was your account deactivated, and did this occur immediately after you submitted the last documentation?
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
Petra
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3 weeks ago
TranslationDear Team,
Thank you for your message. Below I answer your questions in detail:
1. Verification documents provided
During the verification process I have provided the following documents:
Official identity document for KYC verification.
Proof of address (bank statement), which was previously approved.
Official withdrawal history in USDT from my verified Binance account, showing the four deposits made to the casino, including amount, date, network used, destination address, and TXID (status "Completed"). This documentation was accepted as proof of cryptocurrency deposit.
In total I sent approximately 4 different types of documents but I don't remember which ones and they were all accepted.
2. Document Format and Submission
All documents were sent as soon as they were requested and in the indicated format (some screenshots, others photos, and others in original PDF format, but all accepted without problem).
3. Account deactivation
My account was deactivated after I submitted the requested documentation regarding the funding of my cryptocurrency wallet.
I did not receive prior email notification informing me about the deactivation or the specific reason for it.
I have complied at all times with the verification requirements and have provided original, verifiable documentation consistent with my activity on the platform.
I wish to clearly explain the situation that has arisen with my account.
My account was 100% verified and qualified on the platform.
After completing the initial verification process (including identity document and proof of address), I proceeded to request my withdrawal.
The withdrawal was accepted and was in "processing" status.
Approximately two days later, when I logged in again to check the withdrawal status, I found that I was being asked for an additional document to prove the funding of my crypto wallet.
I would like to emphasize that this additional request occurred after my account was already listed as fully verified and after the withdrawal had already been accepted and was in process.
At no time prior to the withdrawal request was I informed that documentation was missing or that the verification was incomplete.
I subsequently provided the requested documentation regarding the funding of my wallet. However, after several exchanges and document submissions, my account was ultimately deactivated without prior formal notification.
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3 weeks ago
Dear Zer0k,
Thank you for providing more details. Please understand that some online casinos organize their identity verification process into "verification levels." While there is no industry-wide standard for presenting these levels, many licensed casinos follow a similar tiered approach to ensure compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations.
Online casinos require proof of the payment method to verify that the payment method used for deposits or withdrawals belongs to the registered player. This step is essential for preventing fraud, identity theft, and money laundering and is a standard part of KYC procedures.
Because players can use a variety of payment methods, the type of documentation required depends on the method used.
To clarify your case and help us review it thoroughly, could you please provide the following information:
- Which games were you primarily playing — slots, live casino, sports betting, etc.?
- Have you received any communication from the casino ?
- Are there any additional documents you believe may strengthen your case that you have not yet submitted?
Your answers and any supporting documents will help us understand the situation more clearly and allow us to advise you effectively. You can send documents to petra.h@casino.guru or post screenshots directly to this thread.
Thank you for cooperation.
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3 weeks ago
TranslationDear Team,
G
Thank you for your message. Below I answer your three questions clearly:
1. What games did he play mainly?
My activity on the platform was limited exclusively to sports betting. I did not participate in slots or live casino games. All my bets were placed manually and in accordance with the rules established on the platform.
2. Have I received any communication from the casino?
I have not received any formal communication informing me of a violation of terms, permanent account closure, or confiscation of funds. I have only noticed that my account appears as "deactivated," without having received any prior email notification explaining the reason.
3. Are there any additional documents that could strengthen my case?
I have provided all the documents that have been requested of me to date, including:
Identity document for KYC verification.
Proof of address (previously approved).
Official USDT withdrawal history from my verified Binance account, showing the four deposits made to the casino, including date, amount, network, destination address and TXID (status "Completed"), which was accepted as proof of deposit.
Official bank statement issued by Banco Múltiple BHD, showing my full name, account number and recent transactions.
Full details of the P2P order used to fund my crypto wallet.
I have sent all the documents I have to the email address provided.
If you believe there is any additional specific document that could help complete the review, I would appreciate it if you could tell me exactly what it is so I can provide it immediately.
I await your response and clarification regarding the current status of my account.
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2 weeks ago
Dear Zer0k
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 Štefan (stefan.m@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
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2 weeks ago
Dear Zer0k,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Fridayroll Casino to join this conversation and assist in addressing the complaint.
Dear Fridayroll Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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1 week ago
TranslationDear Casino Guru team.
The withdrawal was completed successfully, I received my money.
Thank you so much, both to you and to fridayroll, despite making it difficult for me.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Zer0k,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Stefan
