The player from Italy had her withdrawal canceled due to identity verification requirements, which she subsequently fulfilled. After verifying her account, the casino blocked it without explanation, leaving her with €740 still pending. She requests a refund of her remaining balance.
Golisimo Casino - Player's account has been closed without explanation.
Opened
Current status
Waiting for Casino Guru to reply
2d 4h 22m 44s
Golisimo Casino
Safety Index 7.2 Above averageCase summary
Discussion
Public
Public
1 week ago
Translation
This casino initially cancelled my withdrawal because it required several documents to verify my identity. I uploaded all the required documents (ID, selfie, proof of address, proof of payment) and once my account was verified, I tried the withdrawal again.
At that point, the casino inexplicably decided to block my account and stop responding to my emails, with €740 still remaining.
I ask the casino to refund my balance as my account is verified and I have complied with all the casino's requirements and terms.
Automatic translation:
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5 days 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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5 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play to accumulate the winnings you were trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
- Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru. Kindly include all the other communication with customer support that could be relevant to the investigation of your case as well.
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
Veronika
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
