The player from Germany had requested a withdrawal of over 200 euros but could no longer access his account, which also had approximately 140 euros in credit. He had contacted support multiple times without receiving a response. The issue was resolved after the casino contacted him following the public complaint and paid out his winnings. We closed the complaint upon the player's confirmation that the matter was settled.
Koru Casino - Player’s account is inaccessible after withdrawal request.
Resolved
Our verdict
Case closed
Amount: €340
Koru Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
Translation
Hello,
Since I requested a withdrawal of over 200 euros, I can no longer access my account.
I also have approximately 140 euros in credit there.
I have contacted support several times and have received no response.
I believe this casino is a scam.
Automatic translation:
Public
Public
2 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.
Public
Public
2 months ago
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?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the blocking of your account, or your attempts at communication? 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
Public
Public
1 month ago
Dear tueddel,
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.
Public
Public
1 month ago
TranslationHello,
You can close the complaint.
After it became public here, the casino contacted me and paid out my money.
Thank you so much for your support!
Automatic translation:
Public
Public
1 month ago
Dear tueddel,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
