The player from Germany was unable to withdraw €250 after his account was closed, initially for an alleged duplicate account. Although it was reopened, it was deactivated again, preventing him from contacting support. We intervened by taking over communication with the casino and managing the case through a dedicated resolver. The issue was confirmed to be resolved after the player marked the complaint as such. The complaint was closed with an invitation for the player to provide feedback on the resolution service.
Koru Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €250
Koru Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
Translation
Good evening, I registered at this casino. After receiving a bonus and fulfilling the wagering requirements, my account was temporarily blocked. I contacted support, and they said my account was closed due to an alleged duplicate account. I inquired again, and they sent me a form to fill out regarding gambling addiction, which I did. Today, my account was fully open again, but they have now simply deactivated it. I can no longer reach support because I can't log in. No one has responded to my emails yet. I would really like to receive the €250.
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1 month 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 month ago
Dear Heiko004,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Do I understand correctly that you are not aware of creating more than one account at this casino?
- Is there any chance that someone from your household or using the same IP address has also registered an account here?
- Did you pass the verification before you lost access to your casino account?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
TranslationI uploaded all the documents, but they weren't checked. I registered with my correct information, made a deposit, and received a 100% bonus, which I was able to use. I then requested a withdrawal of €250. I wanted to play a little longer, but suddenly my account was temporarily blocked. I contacted support, and they said the account was being reviewed by management. Yesterday, they reactivated everything, so I deposited again as usual and lost. When I checked in the evening to see if my information was verified and my withdrawal had been processed, I got a message saying my account had been deactivated. But what happened to my withdrawal?
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1 month ago
Dear Heiko004,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
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1 month ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Koru Casino representative to join this conversation.
Dear Koru Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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1 month ago
TranslationI received several emails stating they would make the payment, but they're rejecting all the required documents. Now they've written that the relevant department is reviewing it. First, they said they would make the payment and I should send my documents, which has now dragged on for two days with endless documents, and now it's being reviewed by the relevant department. Something's fishy here.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Heiko004,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Mirka
