The player from Portugal requests mediation against Kaleo Casino after her €1,000 withdrawal is canceled and her balance is confiscated on the grounds of alleged VPN use and fraud. She clarifies that her account was fully verified, she has never used a VPN, and her winnings come from legitimate deposits. The casino has not provided specific proof of any infringement.
Kaleo Casino - Player’s winnings are confiscated.
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Kaleo Casino
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5 days ago
Translation
I would like to request mediation of this case against Kaleo Casino. On 07/04/2026, I requested a withdrawal of €1,000 after legitimate winnings obtained through real money deposits (no bonus).After waiting 7 days, I received an email informing me that my withdrawal was canceled and the balance confiscated based on clause 12.10 (alleging VPN, fraud or false documents). I would like to clarify that:KYC: My account was fully verified (KYC in green) before the withdrawal request.VPN: I have always played on my personal computer, at my residence, without ever using VPN or any IP masking software.Bonus: I did not use bonuses for these winnings; the balance comes from direct deposits.History: I have made smaller withdrawals before with success, which proves that the account was considered legitimate until I won a larger amount.The casino has not provided any specific proof of the infringement, merely copying and pasting a generic article from the terms and conditions to avoid payment. I demand that my balance be reinstated and the payment processed."
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4 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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4 days ago
Dear lili41,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with withdrawing funds from Kaleo Casino.
In order to assist you better and investigate the situation thoroughly, could you please provide further details by answering the following questions:
- Could you please advise which games you primarily played (e.g., slots, live casino, sports betting, etc.)?
- Could you please let me know which documents you have already provided for verification, and when you submitted the most recent one?
- Could you please confirm that you have not used a VPN, even unintentionally, while playing at the casino?
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
