The player from the Dominican Republic had successfully completed the KYC process but had his account blocked immediately after requesting a withdrawal. He sought clarification on the reasons for the block, the status of his withdrawal, and assurance of prompt processing. Upon investigation, it was confirmed that the issue was related to sports betting activity, which fell outside the Complaints Team's scope as they only handled disputes involving online casino games. Consequently, the complaint was not pursued further by the team, and the player was advised to contact platforms specializing in sportsbook disputes.
KukiMuki Casino - Player's account is under investigation and blocked.
Closed
Our verdict
Other
Amount: $112
KukiMuki Casino
Safety Index 7.3 Above averageCase summary
Discussion
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2 months ago
Translation
I wish to file a formal complaint regarding a problem I am experiencing with an online casino.
I created my account and successfully completed the entire verification (KYC) process, providing all the required documents. I was then informed that my account was fully verified and that I could request withdrawals at any time.
However, immediately after requesting a withdrawal, my account was blocked without warning. When I tried to log in, I received a message stating that my account was under investigation for security reasons.
After contacting customer service, I received no clear or detailed explanation regarding the reason for the block or the status of my withdrawal. I was only told to contact them by email and that the process could take up to 10 business days.
I consider this situation worrying for the following reasons:
My account had already been fully verified before I requested the withdrawal.
The block occurred only after attempting to withdraw funds.
I have not been provided with a clear or transparent justification.
I have not been informed if any further action is required on my part.
Therefore, I request:
A clear explanation of why my account was blocked.
Confirmation of my current retirement status.
Guarantee that my withdrawal will be processed without unnecessary delay once the review is completed.
I would appreciate your intervention to help resolve this situation.
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Public
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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.
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2 months ago
Dear Zer0k,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.
From your description, it appears that your account was fully verified, yet it was blocked shortly after you requested a withdrawal, which understandably raises concerns.
To better understand the situation and proceed with the investigation, I would like to kindly ask you to provide a few additional details:
- When did you submit the withdrawal, and when was your account blocked?
- Did the casino confirm anywhere that your account was fully verified, or was it still under review?
- Have you received any follow-up email from the casino regarding the "security investigation"? If yes, please share the content.
- Have you ever used VPN, shared devices, or multiple accounts, which could potentially trigger a security review?
- What games did you play (slots, live casino, sportsbook, etc.), and were you using any active bonuses while playing?
If you have any supporting evidence such as emails, screenshots, or communication with the casino, please upload them here or forward them to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
TranslationWhen did you request the withdrawal and when was your account blocked?
I honestly don't know, but it could have been the 2nd or 3rd of April 2026, and the service only told me two days ago, they didn't give me a specific date.
Did the casino confirm anywhere that your account was fully verified, or was it still under review?
Unfortunately I don't have proof, but it was completely verified and I always confirm it by asking customer service.
Have you received any follow-up emails from the casino regarding the "security investigation"? If so, please share the content.
I have a screenshot from customer service where it says it takes 7 business days; at first they said it was 10 business days.
Have you ever used a VPN, shared devices, or multiple accounts, which could trigger a security audit?
I haven't used any of the above.
What games did you play (slots, live casino, sports betting, etc.) and did you use any active bonuses while playing?
I didn't use any bonuses, only my own money. And I only placed sports bets, no casino games or slots.
And one last thing I forgot to mention: the withdrawal fee is outrageous. I'm trying to withdraw 112 USDT, but when I went to withdraw, they only allowed me to withdraw approximately 99 USDT. That's a 13.1% fee, completely exorbitant, and I'm withdrawing using crypto; I wouldn't want to know what it would be like with a bank transfer.
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2 months ago
Dear Zer0k,
After reviewing your case, we have received confirmation from the casino’s affiliate representative that this issue is related to sports betting activity.
Complaints connected to sports betting fall outside the scope of our Complaint Resolution Center, as we focus exclusively on disputes related to online casino games.
For this reason, we are not able to proceed with this complaint or assess the situation further.
We understand this may be disappointing, and we appreciate your understanding. If you wish to pursue the matter further, we recommend contacting platforms that specialize in sportsbook-related disputes.
Best regards,
Petronela
Casino.Guru
