The player from Italy wins €740 at the casino, but her withdrawal requests get blocked without explanation. After completing the identity verification process, her account is subsequently blocked, and she is not provided with a clear answer regarding her winnings.
Golisimo Casino - Player’s account is closed and winning withdrawal is blocked.
Opened
Current status
Waiting for player to reply
6d 4h 1m 9s
Golisimo Casino
Safety Index:HighCase summary
Discussion
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1 week ago
Translation
Hi, after playing at this casino and winning around €740 on the slots, a few days later my withdrawals were blocked for no reason.
I asked for information and after a good week of waiting they replied saying that identity verification was needed.
I immediately uploaded all the required documents and after another 4 days they verified me, but the withdrawals remained blocked.
After another 3 days, they finally reinstated my blood tests.
Today I requested a withdrawal and after a few minutes it was cancelled and my account was blocked.
At this point I'm starting to think that this casino doesn't want to pay out my winnings.
I asked about the block and they simply said it was an administrative decision, but they couldn't tell me anything about withdrawing my winnings.
I'm no longer interested in playing with them since they've proven to be unreliable, but I want to be able to withdraw my balance.
I hope you can intervene.
Thank you
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1 week 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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1 week ago
Dear nan74,
Thank you very much for submitting your complaint. I’m sorry to hear about the repeated issues with your withdrawals and the account being blocked again after verification.
To better understand your situation and assess the case properly, I would like to ask you a few additional questions:
- Were your winnings (€740) accumulated purely from real money, or was any bonus involved at any stage?
- Did the casino provide any explanation at all for the withdrawal cancellation and account block, even a general one (e.g. "security reasons" or "terms violation")?
- Have you made any successful withdrawals from this casino in the past?
- Are you currently able to log in to your account, or is access fully restricted?
If you have any communication with the casino (emails, chat transcripts, or screenshots of your account status, verification approval, or withdrawal cancellation), please feel free to upload them here or forward them to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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19 hours ago
Dear nan74,
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.
