Koru Casino - Player's account is blocked without justification.

I registered and played at the end of October, received the bonus money, and won. I also cleared the wagering requirements and completed all the authentication.

I was blocked for allegedly playing a high volatility game.

I would understand if it was listed as a prohibited game in the terms and conditions, but since it's not even listed there, I can't accept this situation at all, so I would like you to file a complaint with the casino.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Koru Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
• Which bonus did you activate and play? Could you please share a screenshot or a link to the promotion?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Can you tell us how long you had been playing at the casino and when exactly your account was blocked?

I registered on 10/31 and won on the same day.

I tried to withdraw money but it was blocked, so it will take about 2-3 days.

What games did you play to build up your current casino balance? (slots, live games, sports betting, etc.)

I played slots.

Which bonus did you activate and play with? Can you share a screenshot or link of the promotion?

Dear marumori26

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, Kubo (jakub.m@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,

Tomas

Dear marumori26,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Koru Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Koru Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Apologies for the delayed response, and thank you for your patience. We have now sent a detailed explanation of this case, along with all relevant information, directly to Kubo by email for review.

Should any additional clarification be required, we remain available.

Dear Koru Casino,

Thank you for providing the additional information regarding this matter. The case is currently under internal review, and I will provide a statement once it is ready.

Thank you for your cooperation.

Dear Koru Casino,

As our position has already been outlined by my colleague Matej in a recent and closely related complaint, I would kindly ask you to confirm whether your decision in this case is final and not subject to further review.

Thank you for your cooperation.

Dear Kubo,

Thank you for your message.

We can confirm that our decision in this case is final and not subject to further review. All actions taken were based strictly on the applicable Terms and Conditions, which serve as the primary framework for handling situations of this nature and for ensuring consistent treatment across similar cases.

While we understand that Casino Guru may hold a different perspective, we must respectfully maintain our position, as the measures applied are fully aligned with the rules accepted by the player at the time of registration and gameplay. Proceeding otherwise would contradict our established internal standards and the way such cases are handled on our side.

For these reasons, we do not see grounds to revise the outcome of this complaint.

Hello marumori26,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear marumori26,

Unfortunately, the casino confirmed that they do not intend to revise their position in this case. Unfortunately, without cooperation from their side, there is little more that can be done at this stage.

As the casino failed to provide evidence supporting the application of their Terms & Conditions to your case, I will mark the complaint as "unresolved" in our system. This outcome will negatively affect the casino’s future safety rating on our website.

I understand that this is not a satisfactory resolution to your issue. However, unresolved complaints and the resulting decrease in rating may help encourage a change in the casino’s approach going forward. Should the casino decide to respond or provide additional information, we will reopen the complaint and notify you by email.

Thank you for your understanding.

Dear marumori26,

Unfortunately, the casino confirmed that they do not intend to revise their position in this case. Unfortunately, without cooperation from their side, there is little more that can be done at this stage.

As the casino failed to provide evidence supporting the application of their Terms & Conditions to your case, I will mark the complaint as "unresolved" in our system. This outcome will negatively affect the casino’s future safety rating on our website.

I understand that this is not a satisfactory resolution to your issue. However, unresolved complaints and the resulting decrease in rating may help encourage a change in the casino’s approach going forward. Should the casino decide to respond or provide additional information, we will reopen the complaint and notify you by email.

Thank you for your understanding.