Oddze Casino - Player’s account has been disabled.

I signed up with this casino yesterday just before 5pm. I deposited €25 and used the first deposit 200% bonus. I played the whole balance and then played my free spins. I continued playing with my bonus winnings from the free spins and built my balance up to €4850. I requested a withdrawal of €4000 at 8:13pm and submitted my documents for verification. I earned another 150 free spins, so I played those and my balance built back up to just over €3000. Around 11pm the site froze, so I refreshed it on my phone and was logged out. I tried logging back in, but it said my account was disabled. I had played a few different slots throughout the evening- Big Bass Halloween, Big Bass Christmas, Big Bass Amazon, Book of Irish, Starburst Galaxy, John Hunter & the Book of Tut, Elvis Frog in Vegas, these are the ones I remember playing. I’ve sent 3 messages to support to ask why my account has been disabled but nobody has responded.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What was your account balance after you completed the wagering requirements for your first deposit and the matched deposit bonus, but before you used the free spins?
• Were your winnings from the deposit bonus or the free spins subject to any maximum cashout limit after you completed the wagering requirements?
• Which identity documents have you provided to the casino for the verification of your account? Were any of your documents reviewed by the casino’s relevant department before your account was disabled?
• Which communication channels have you used to contact the casino’s customer support and inquire about the reason why your account was disabled? Did you contact them via email or live chat?

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

Best regards

Veronika