Golazzo Casino - Player’s account has been closed and funds confiscated.

I am seeking your assistance regarding an unfair account closure and confiscation of my funds (over €200) by Golazzo Casino.

When I registered my account, my Safari browser's autofill feature accidentally filled in the registration fields with the personal details of my phone's previous owner. I noticed this technical mistake immediately.

Acting in complete good faith, I did not try to hide this. I immediately contacted the Golazzo Live Chat support to explain the autofill error and asked how I could correct my personal information before proceeding with any verification or withdrawals.

The support agent explicitly instructed me to upload my real ID, a selfie holding my ID, and a proof of address, assuring me that my details would be updated once reviewed. I followed their direct instructions and submitted my genuine documents.

Shortly after, I tried to log in and found my account blocked. I received a message stating that my account was permanently closed and my funds were confiscated due to a "discrepancy between registration and verification data."

This is incredibly unfair because the only reason I sent the documents was to fix this exact discrepancy, under the direct instructions of their own support team. I proactively reported the mistake. I sent a detailed email to their support and compliance team asking them to review the chat logs to prove my honest intentions, but they have completely ignored my emails and have not replied.

I kindly ask for your help to communicate with the casino. I just want them to review the chat logs, verify my identity properly as I originally requested, and release my funds.

Thank you for your time and 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.

Hello,

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

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

• Have you contacted the casino before playing?
• Is the 200€ the amount of the funds you deposited but didn't play with?

Thank you very much in advance for your reply.

Best regards,

Tomas

as i cant login in the account i cant confirm the certain deposit value, but the ammount i wanted to withdraw was more than i deposited. if i dont mistake i made 2 or 3 deposits of 20+ €

i contacted about the information discrepancy as soon as i noticed i needed changes

Thanks for your patience.

I apologize for any misunderstanding.

If you contacted the casino about the mistake only after you deposited and started playing, we might not assist you since you are obligated to play with accurate player information.

Looking forward to your reply.

Dear onetolover,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru