The player from Germany complained that her account had been blocked without explanation after depositing over €10,000. She was not receiving responses to her emails and requested her deposits back, or at least a complete statement of her account to pursue legal action. The Complaints Team attempted to gather more information from her but ultimately closed the complaint due to her lack of response. The player retained the option to reopen the complaint in the future if she chose to resume communication.
Instant Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €10,000
Instant Casino
Safety Index:LowCase summary
Discussion
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3 months ago
Translation
Ladies and Gentlemen
I deposited over €10,000 into this instant casino over an extended period. About two months ago, they simply blocked my account without giving any reason and are not responding to emails or other attempts to contact them. I demand my deposits back, and if that doesn't work, I also demand a complete statement of my account so I can legally claim them back. Since my lawyer can't proceed without this information, I sincerely hope you can find a solution so I can get my money back or my data back.
Automatic translation:
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3 months 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 months ago
Dear Winnieundluke,
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 advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- What was your account balance at a time of the account blockage, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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2 months ago
Dear Winnieundluke,
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.
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2 months ago
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,
Katarina
Casino.Guru
