Fridayroll Casino - Player’s account is closed after verification.

I would like to file a formal complaint regarding the issues I have encountered with your casino’s account verification process.

I opened an account with your casino and made three deposits. I subsequently won €4,000. When I attempted to withdraw my winnings, I was asked to complete the verification process. I provided all the required documents, including my ID, a photo of myself, and bank statements showing my deposits to your casino.

I later received an email confirming that everything was in order and that my account had been successfully verified. Three withdrawal requests were processed.

However, on April 8th, when I logged into my account to make another withdrawal, I found that my account had been suspended. I contacted live chat support and was informed that my account had been closed permanently and could not be reopened. I was then asked to provide a three-month bank statement showing both my income and my deposits to the casino.

I complied and submitted all requested documents, including proof of income and bank statements showing my deposits. The issue appears to concern a deposit made on March 23rd. Although I made the deposit on the 23rd, the payment provider or bank processed the transaction on the 24th, which is why it appears as such on my bank statement.

Despite multiple explanations via email and live chat, your support team continues to claim that my bank statement does not show transactions with your casino. I have clearly explained that this discrepancy is due to the payment provider or bank processing time. Nevertheless, my bank statement has been wrongly labeled as "false," even though it is an original document downloaded directly from my online banking application.

The statement clearly shows all three deposits: two on the 4th and one on the 24th (corresponding to the deposit made on the 23rd). I have even provided proof from my bank confirming why the transaction appears on the 24th.

Despite all this, your team continues to رفض my documents and refuses to complete the verification process. I also suggested that you contact the payment provider to verify the transaction on the 24th and confirm that it was made to your casino, but this has been ignored.

Additionally, I do not understand the reason for suspending and closing my account after it had already been verified. I have explained this issue in multiple emails, but it feels as though I am communicating with automated responses rather than receiving proper assistance.I note that the bank statement is exactly three months old. As you request, I note that all three transactions made to their Casino appear on my bank statement that I provided to them. I note that I downloaded each transaction in PDF format to their casino.

I kindly request a thorough review of my case and a clear explanation for your actions.

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 Marius17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• What specific documents were requested during the verification process?
• Can you confirm the date when you submitted the required documents for the verification?

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

I would like to clarify an issue regarding my account.

My account was already verified, and I received confirmation of this. I also successfully completed three withdrawals from the platform.

However, after receiving my third withdrawal, when I tried to access my account, I received a notification that my account had been suspended. When I contacted live chat support, I was informed that my account had been permanently closed without any clear reason.

After that, I was asked to provide proof of income or a 3-month bank statement showing my transactions with the casino. I would like to point out that I had already provided transaction history with the casino in the past.

Despite this, I submitted my 3-month bank statements multiple times, as requested. All documents were official PDF statements. These were repeatedly rejected with different explanations, including:

that the document was edited,

that it was fake,

or that transactions were not visible.

I also submitted my salary statement and the bank account where I receive my salary, along with the full 3-month statement. These were also rejected.

When I asked for clarification, I was told that they could not see the transactions. I explained that I made a deposit on 23.03.2026, but due to the payment provider or bank processing time, the transaction appears on 24.03.2026 in the statement.

After this explanation, I was told again that the document was false.

I have provided all requested documents multiple times, including detailed transaction records, and each time they were rejected with inconsistent reasoning.

I would like a clear and detailed explanation of:

Why my account was permanently closed after being verified and after successful withdrawals.

Why my official bank statements are being rejected.

What exact format or proof is required, since I have already complied multiple times.

I want to mention that my account was perfectly verified and I received confirmation from them that my account is verified plus I received 3 withdraw

they keep saying my bank statement is fake but i don't understand why because because of the bank the transaction appears on the 24th not the 23rd.I always tell myself to provide an original bank statement. The one provided is original, but that's how the transaction appears on the bank statement because that's how the bank processed the transfer to casino

Thank you for your reply and for providing the previous details, Marius17.

• Were you provided with any specific reasons for the suspension of your account after the initial verification, aside from the accusation of forged documents?
• Could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

I was not informed of the reason why my account was suspended.

As I explained before, I created an account, made three deposits to this casino, played, and won €4,000. When I requested a withdrawal, I was asked to verify my account. I completed the verification without any issues, and after that, I received three withdrawals from casino

After receiving those three withdrawals, when I logged in again to request another withdrawal, my account was suddenly suspended without any explanation.

When I accessed my account, I was asked to provide a 3-month bank statement. I provided this bank statement, which clearly includes the three deposits made to casino.

At first, you said that the deposits were not visible on the statement. After I explained that the deposits do appear on the statement, you then claimed that the document is fake or edited and asked me to upload an original statement.

I want to make it clear that the bank statement I provided is original and issued by my bank. The difference in transaction date (showing the 24th instead of the 23rd) is due to the bank or payment provider processing time, not because of any modification on my side.

After all these explanations, I have provided the same bank statement because I do not have another one. It is directly downloaded from my bank in original form.

I have also provided screenshots of the deposits made to the casino, screenshots from the bank statement where the transactions with the casino appear, and screenshots from my online banking application where the deposits are also visible.

The casino must not contradict itself. At first, they said they could not see the transactions, after I sent many messages and emails explaining why the transaction appears this way. Then they changed their position and said the documents are fake or edited and asked me to provide an original statement.

The bank statement is original.

I sent you an email in which I sent you absolutely all the details, the extracts from the checks to the casino, my conversation with the bank. Please check my email and for anything unclear, I am happy to answer you.

Dear Marius17

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 Hadi (hadi.a@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 Marius17,

It's good to e-meet you. My name is Hadi, and I'll be handling your complaint from here. If anything has changed since your last update, please let me know.

Dear Fridayroll Casino,

Could you please explain why the player's account was suspended and permanently closed after it had already been successfully verified and three withdrawals had been processed?

Best regards,

Hadi

Dear Marius17,

We would like to inform you that your verification process is still ongoing.

The current request for Source of Funds documentation is required to confirm the deposits made to your casino account. This typically includes bank statements covering a period of three months, with all transactions clearly visible, including deposits made to our platform.

Please note that the previously submitted document has been rejected, as it appears to have been altered or edited. As per Clause 7.5 of our Terms and Conditions, it is the player’s responsibility to provide genuine and unmodified documents during the verification process.

If your device may be altering the document, we recommend downloading it using a different device or contacting your bank’s support team to obtain an original version directly.

Dear Hadi,

We have sent you an email with further information. Kindly review it at your earliest convenience.

Best regards,

Fridayroll Casino

Good day! I have provided all the documents you requested. I have provided my Revolut bank account statements for the past three months, which show deposits to your casino. I have provided each individual deposit made to your casino as well. All of them in PDF format. I have also provided screenshots of transactions from my online account to your casino. I have provided proof of my income, bank statements where my salary is received for the past three months. I have also provided my payslips for the past three months. I have provided absolutely all of these documents. There is an unclear issue here on your side, which raises a question for me.

When I first provided you with the bank statement, you rejected it, saying that you could not see the transactions to your casino. When I explained that, due to the bank or payment provider, the transaction appears the next day on the statement I provided you, after long and repeated explanations over several days, you came with another explanation. You said that the bank statement is not original and that it may be fake or edited. The bank statement is original, downloaded directly from my online banking application. I do not know what you mean by saying it is fake or edited.

That being said, I emphasize that my account is not fraudulent; it is verified. I received confirmation from you that my account is verified. If any other documents are needed, you will request them. I have received three withdrawals from your casino. You cannot claim that I am sending money to an unverified account. My opinion is that you are acting in bad faith and do not want to verify my bank statement honestly. Something is not logical here.

To say several times that my statement does not contain your casino deposits, and then to change your claim and say that my statement is edited — something is not right here. I do not have any other statement to provide, because this is the original statement downloaded from my online banking application.I was quite cooperative in this verification process that you are carrying out, but I want to know which version you stand by from the two: either the deposits are not on my bank statement, or you still believe that it is edited or fake, even though it comes as an original PDF downloaded from online banking.

My account was closed without any reason.

Dear Marius17,

Thank you for your detailed response. Could you please clarify how you downloaded and saved your Revolut bank statement before submitting it to the casino? For example, did you open or save it on any device before sending it?

Dear Fridayroll Casino,

Thank you for the information provided via email. We will follow up once we have more details.

Best regards,

Hadi

Hello. Yes, the document was downloaded and saved on the phone, then it was sent via WhatsApp to another phone that I use for online casino activities, and from there it was sent to the casino. I do not use the phone where I have my bank accounts to access online websites, because many of them can be fraudulent, and I prefer to avoid that. In any case, when you download a bank statement on your phone, it still needs to be saved first. There is no way to send it directly to their website without saving it on the device.The document was in PDF format the entire time.

However, I do not understand why at first they said that my bank statement did not show the deposit made to the casino, and afterwards they claimed that the bank statement could be edited or falsified.

You are now informing me that my account is under verification again, despite previously confirming that it had already been fully verified. After processing three withdrawals, you have suddenly changed your position and initiated another verification process, which I find unjustified and unclear

Furthermore, I request a detailed explanation regarding your claim that my bank statement is edited or falsified. I have provided an original and legitimate document, and such an accusation is serious and requires clear justification.

In addition, when you previously verified my account and sent me confirmation, I provided the exact same type of transactions to your casino, in the same PDF format, and these were accepted without any issues at that time. This makes your current position even more inconsistent and difficult to understand.

Please clarify exactly what issue you have identified with the document I submitted and provide a concrete and reasoned explanation for your decision.

I expect a prompt and transparent response.

Sincerely,

Dear Marius17,

When a PDF is transferred via WhatsApp, the app can modify the file's metadata in a way that some verification systems flag as an alteration, even if the document content itself is unchanged. This is likely the root of the issue.

Could you please download a fresh statement directly from your Revolut app and send it to the casino's verification email from the same device, without passing it through WhatsApp or any other messaging app? Please also forward a copy to hadi.a@casino.guru so I can review it from my side as well.

Best regards,

Hadi

Ok I will send you the account statement for which period do you want it?

Dear Marius17,

Please send the statement covering January to March 2026. Download it directly from your Revolut app and send it to hadi.a@casino.guru from the same device, without passing it through WhatsApp first.

Hadi

Hello

I will send you the bank statement for the last 3 months today.

Dear Marius17,

Thank you. I have not received the statement yet. Please send it to hadi.a@casino.guru directly from your Revolut app, without passing it through WhatsApp first.

Best regards,

Hi

I have sent you

Thanks

Dear Marius17,

I have received your email and have already replied. Please check your inbox and respond at your earliest convenience.

Best regards,

Hadi

I already answered you.

Dear Fridayroll Casino,

The player has confirmed the statement was downloaded directly from the Revolut app on a Samsung device and sent to us without any intermediate steps. The Samsung Electronics metadata tag is a known artifact of Samsung's PDF framework and does not indicate the document was altered.

Could you confirm whether your concern is limited to the metadata, or whether you found specific content-level alterations in the document itself?

Dear Marius17,

As you mentioned that multiple devices were used to transfer the downloaded bank statement, we kindly ask you to provide the statement as it was originally downloaded directly from a single device.

Additionally, if you have any supplementary supporting documents, please feel free to submit them for further review.

Dear Hadi,

We have sent you an email containing the requested information. Kindly review it at your earliest convenience.

Best regards,

Fridayroll Casino

Dear Marius17,

We would like to ask if you are willing to do two things. First, download a fresh statement directly from your Revolut app and send it straight to the casino's verification email without saving or transferring it through any other app. Second, if you are comfortable doing so, record a short video of the process, showing you opening the Revolut app, generating the statement, and sending it directly.

Dear Casino Team,

My bank statements for January, February, and March were already downloaded and submitted directly to Guru Casino. Therefore, I do not understand why I am now being asked to provide another bank statement.

Once these documents were submitted to Guru Casino, they should already be available to the relevant departments handling my verification. Instead, the verification process continues to be extended with additional requests for bank statements.

In my view, providing bank statements covering three months should be sufficient for verification purposes. It does not seem reasonable to continue requesting statements covering five or six months, especially when this verification process has already been ongoing for several months.

Nevertheless, I am willing to provide the additional bank statement. Please specify exactly which period the statement should cover, and I will send it to you promptly.

However, I would like to make it clear that this will be the last document I provide. If there are any other documents that may be required, I kindly ask you to request them now so that I can provide everything at once and we can finally conclude this verification process.

This matter has already been ongoing for far too long. From my perspective, the repeated requests for additional documents are causing unnecessary delays. As a customer who has deposited funds, played according to the rules, and complied with every verification request, I expect to be treated fairly and for this matter to be resolved without further delay.

I look forward to your clarification regarding the exact period required for the bank statement and to the final completion of the verification process.

Kind regards,

Dear Hadi

I have already provided a three-month bank statement as requested. It was downloaded directly from my online banking application and sent to your email address.

I am now being asked to provide another bank statement. Do you not think that this verification process is taking longer and longer? I have fully cooperated with every request and have provided all the documents that have been asked of me.

I am willing to continue cooperating, but I do not believe it is reasonable for the verification process to be continuously extended with new requests. If there are any remaining documents required, please let me know now so that I can provide everything at once and we can finally complete this verification process.

Thank you for your attention, and I look forward to your response.

Dear Hadi,

I have already provided a three-month bank statement as previously requested. This statement was downloaded directly from my online banking application and sent to your email address.

I now see that another bank statement is being requested again. Could you please clearly specify the exact period this new statement should cover?

From my side, I have fully complied with all requests so far. However, I notice that additional bank statements and documents continue to be requested without any clear progress in the verification status of my account.

I would appreciate it if you could explain why new statements are repeatedly required and whether there is any specific issue with the documents already submitted.

Furthermore, please provide me with the complete list of all documents required for the verification process. I would like to submit everything at once in order to avoid further delays and repeated requests.

Once you confirm the required period, I will provide the requested bank statement and I can also include a video when submitting it if necessary. However, I want to make it clear that I expect this to be the final set of documents needed in order to complete the verification process.

Thank you for your cooperation. I look forward to your clear response and to the final resolution of this matter.

Kind regards