The player from Austria reported that her Oddze Casino account was blocked after she had won €8,564.52 with legitimate gameplay. She stated that she had not been asked for verification documents prior to the account blockage and had not received a response to the documents she had submitted via email. We tried to contact the casino repeatedly, but no cooperation was received, so the complaint was marked as unresolved. The player was advised to contact the Anjouan Gaming Authority for further assistance.
Oddze Casino - Player’s account has been closed after a large win.
Unresolved
Our verdict
No reaction
Black points: 2,492
Amount: €8,565
Oddze Casino
Safety Index 6.8 Fresh casinoCase summary
Discussion
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3 weeks ago
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Hello,
I am filing this complaint because my Oddze Casino player account was completely blocked immediately after a legitimate win totaling €8,564.52. I can no longer log in.
Here is the exact procedure:
I deposited €20 and used the 200% welcome bonus (€60 total balance).
While playing, I won an in-game random jackpot of €430 and another of €43.
After the bonus balance was used up, I played the free spins from this promotion. During the free spins, another medium jackpot was won.
Once the free spins balance was gone, only the jackpot winnings remained in my account. According to the casino's terms and conditions, these winnings were immediately credited as wager-free real money (just over €900).
With this official real money credit, I continued playing the slots "Fruit Zen", "Aloha! Cluster Pays" and "Blood Suckers 2" as usual.
The games' official random number generator (RNG) triggered the small and medium jackpots multiple times during normal spins. This allowed me to fairly increase my balance to a total of €8,564.52.
The next day, my account was completely blocked. I was never asked for documents beforehand, nor did I have the opportunity to upload them. Since the login is blocked, I have no access to the verification area. The chat support staff just give me excuses and don't take me seriously.
I did absolutely nothing wrong. I played regular slots with real money that the casino itself credited to my account. Just to be safe, I took a screenshot of my balance of €8,564.52. I proactively sent my verification documents to support via email, but so far they've been ignored.
Please help me to unlock my account and have my rightful winnings paid out.
Thank you
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Oddze 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?
- When did the casino inform you that your account is temporarily blocked?
- Have you played the same game during the time you wagered the bonus and after the money was converted to real money?
- If there is any further communication and evidence for you to share, send it 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
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3 weeks ago
TranslationHello Tomas,
Thank you so much for taking on my case so quickly.
Here are my answers to your questions:
How long were you played and when were you banned?
I registered at the casino on Tuesday, July 14, 2026, made a deposit, and played. The next morning, Wednesday, July 15, 2026, I tried to log in again to withdraw my winnings – from that moment on, my account was completely blocked.
When did the casino inform the public about the ban?
The casino didn't inform me at all beforehand. On Wednesday, I was faced with a blocked login screen. Only after contacting live chat was I told my account was "under review." Just today (Thursday, July 16th) did I receive an official email claiming there's a "technical investigation regarding the jackpot" (technical issue regarding the jackpot gameplay).
Did you play the same game before and after converting it to real money?
Yes. I played the slots with the bonus starting balance and won the first jackpots. According to the terms and conditions (sections 8 & 9), once the bonus funds and free spin winnings were used up, the jackpot winnings remained in my account as wager-free real money (just over €900). I then continued playing the slots "Fruit Zen", "Aloha! Cluster Pays", and "Blood Suckers 2" with this official real money balance. During this regular real money play, the small and medium jackpots were repeatedly increased by the random number generator (RNG), which allowed my balance to grow to over €8,000 in a perfectly fair manner.
I have saved all screenshots of the jackpot terms and conditions (which explicitly allow "Endless Wins" without wagering requirements), as well as today's email from the casino and the screenshot of my win.
Thank you!
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3 weeks ago
TranslationThe terms and conditions don't state anywhere how many times a jackpot can be won; I was simply playing my favorite games.
I saw that other players also won the jackpots multiple times. Since there were probably few players online at the time, it's mathematically logical that I triggered the jackpots often. It wasn't a mistake, but rather normal gameplay.
I would also like to emphasize that I acted in good faith throughout the entire process and placed all bets properly through the platform. At no point did I attempt to exploit any flaws or violate the casino's rules.
Should any technical synchronization errors, server problems, or other system malfunctions have occurred, these were beyond my control and pertain to the operator's technical infrastructure. Therefore, in my view, it is inappropriate to withhold profits already earned solely due to a suspected technical problem, especially if I had no way of detecting or preventing such an error.
I therefore ask Casino Guru to take into account that as a player I was entitled to rely on the proper functioning of the platform and that I carried out all gaming actions to the best of my knowledge and belief.
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3 weeks ago
TranslationI would like to share two crucial facts with you that prove the excuse of a "technical error" is baseless:
Violation of own terms and conditions (points 19 & 22):
According to the jackpot terms and conditions, the casino reserves the right to modify or cancel the promotion at any time. However, the promotion remained active throughout my entire gameplay. There were no warnings, error messages, or interruptions on the screen. The winnings were credited to my account live and officially. The casino cannot retroactively invalidate the promotion once the winnings were legitimately credited to my balance.
A clear contradiction to their own advertising:
The casino is now trying to portray the frequency of my jackpot wins as a "technical problem." This is in stark contrast to their own official advertising guidelines, which explicitly use the slogans "Endless Wins" and "Endless Opportunities" to attract new players. The casino cannot advertise with endless wins and then declare those same wins a system error when a player actually hits them.
I saved screenshots of all these advertising banners and the terms and conditions.
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3 weeks ago
TranslationFurther important evidence that there was no technical error: At the time of my win, the leaderboard of the weekly real-money tournament wasn't even full, with fewer than 15 places filled. This proves that the casino had hardly any active players at that time. It is therefore mathematically perfectly logical that the jackpots predicted by the system were triggered for me so frequently. It was pure probability, not a software error.
The leaderboard for the weekly real-money tournament only listed six players in total. The casino was practically empty at that time. This irrefutably proves that my multiple jackpot wins were the result of pure probability calculations with an extremely low number of players, and that there was absolutely no technical system error.
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3 weeks ago
TranslationThese screenshots are from today, Saturday, July 18th.
It's clear that nothing has changed regarding the tournament slots, nor regarding the jackpot winnings. No one has won anything there for three days.
This cannot be a coincidence.
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3 weeks ago
TranslationImportant update regarding my complaint
Oddze live support has now explicitly confirmed in writing that the problem is not with my account, but with the jackpot or the system.
I was also informed that several players were affected.
The support team also assured me that my balance was safe and that the procedure was designed to ensure that all winners received the correct amounts they had won.
Despite these statements, my account remains completely blocked, and I have no access to my balance of €8,564.52. My two emails to support from last week have so far gone unanswered.
Even in the live chat, I received neither a concrete explanation of the alleged technical problem nor a binding timeframe for the completion of the test.
What's particularly contradictory is that, according to another public complaint on Casino Guru, a different player was also banned after a large win, even though she claims not to have won a jackpot at all. Therefore, the current explanation of a problem solely related to jackpots apparently doesn't explain all known cases.
I therefore ask Casino Guru to contact Oddze directly and demand a concrete statement:
What specific technical problem was identified?
Which game rounds or winnings are affected?
Is my full balance of €8,564.52 still unchanged?
When will my account be reactivated?
By what specific date will a final decision be made?
Since Oddze himself has confirmed that the problem is not with my account and I have not been accused of any rule violation so far, I consider the continued suspension without a concrete explanation and without a time frame to be inappropriate.
I will attach the relevant screenshots of the live chat as proof.
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2 weeks ago
TranslationAfter I asked specific questions about my balance, a possible rule violation, and the status of the investigation, the chat ended. Since then, I've only received a message that no agent is available and that I should submit a ticket. Previously, the live chat was always easily accessible. I can't determine whether my access was deliberately restricted, but this experience reinforces my serious doubts about the transparency and fairness of how my case is being handled.
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2 weeks ago
TranslationImportant update: Oddze has since reactivated my account, but has reduced my entire real money balance from €8,564.52 to €0.
In the email, Oddze claims to have only removed an allegedly erroneously credited jackpot amount. At the same time, the casino explicitly states that subsequent games played with this balance and their results have not been reversed. Nevertheless, my entire balance has disappeared.
Oddze has not provided an itemized list, details of the affected game rounds, confirmation from their provider, or any verifiable calculation. I have now requested this complete statement in writing. I am attaching the email and screenshots of my account balance as evidence.
I object to the complete cancellation of my credit balance and continue to demand payment of €8,564.52.
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2 weeks ago
TranslationThree very similar complaints against Oddze have now been published on Casino Guru. All concern large winnings from the same period, followed by account suspension or closure, a vague technical explanation, and a failure to pay out. Since one of the affected individuals claims not to have won any jackpot at all, the jackpot malfunction cited by Oddze does not explain all the cases. I therefore expressly request that Casino Guru compare these complaints and ask Oddze for a joint, comprehensible statement.
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2 weeks ago
Dear San1203,
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, Stefan (stefan.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
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2 weeks ago
Dear San1203,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Oddze Casino to join this conversation and assist in addressing the complaint.
Dear Oddze Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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1 week ago
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.
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1 week ago
TranslationSupplement to the jackpot mechanism and the public winners list
During the gaming session in question, I wagered a total of approximately €7,000 in qualifying rounds: about €500 with bonus money and about €6,500 with real money.
According to the jackpot terms and conditions, both bonus and real money bets were eligible to participate.
With this high turnover, I received approximately 50 minor and five to six major jackpots.
Oddze published a "hit range" of $60–70 for the minor jackpot and $750–1,000 for the major jackpot. Therefore, the number of my hits cannot simply be considered technically impossible.
Oddze should explain specifically what these hit ranges mean and what technical error was actually supposed to have occurred.
Since my account was reactivated, I played again for an extended period and only received a minor jackpot. This suggests that the jackpot mechanics or their configuration may have been changed after my original gaming session.
What is particularly contradictory is that Oddze continues to publicly display my jackpot win of €440.11 in second place on the winners list, even for visitors who are not logged in.
At the same time, my jackpot winnings were treated as invalid and my account balance of €8,564.52, which was shown as fully withdrawable, was removed.
To date, Oddze has neither specifically explained the alleged technical error nor presented the affected transactions, a comprehensible recalculation, or the contractual basis for the complete cancellation.
I therefore request that Oddze be asked to submit specific technical and contractual evidence.
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3 days ago
Dear San1203,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (you can file a complaint in a validator at the bottom of the site) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Stefan
Casino.Guru
