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.

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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

Hello Veronika,

Thank you for looking into this.

I don’t remember what my balance was. I started with €75 (first deposit plus €50 bonus) and it went below €1 when I played my first round of free spins. I continued playing until 8pm when I received a notification that my VIP status had upgraded to silver and received an additional €20 plus 150 spins. My balance was going up and down between €600 and €5000. For most of that time I was playing at €10 per spin, but when my balance went over €5000 I got excited and started playing at the maximum bet level the site would allow me. I requested the withdrawal at 8:13pm and the whole amount was showing as available to withdraw. I had an email to confirm the withdrawal was being processed, but nothing to say I hadn’t met the requirements. I only played my second round of free spins after I made the withdrawal request and I never activated the second round€20 bonus from reaching silver level.

The only information on maximum cashout that I could find stated the maximum daily limit is €10,000.

The documents I sent for verification were a copy of my passport, a selfie of me holding my passport, a bank statement showing my address and a screenshot of the deposit transaction from my bank card.

I sent three emails to the site - one directly from my email address and 2 on their website. I had no response form any of them. I also spoke with live chat who said they reserve the right to suspend accounts while they carry out investigations. I asked why they were investigating, but the agent (Violet) couldn’t tell me why. She just said that my account would be restored if everything checked out. I spoke with her yesterday evening.

Thank you

I should add that, after the withdrawal request, I played my second round of free spins, on which I won €39 (I think) and continued playing for nearly 3 hours, building my balance up to over €3000 again before they disabled my account.

Thank you for your responses.

Has the casino replied to any of your emails in the meantime? If so, kindly forward me all communication regarding the suspension of your account at veronika.f@casino.guru.

Also, since your case appears to be quite complicated due to the number of bonuses you activated and played with, it would be very helpful if you could request your gaming history from the casino in Excel format, covering the period from your first deposit until your account was suspended. Once you receive the file, please forward it to me at the same email address.

Thank you for your time and cooperation.

Hi Veronika,

I have requested my gaming history from the site.

I sent one email and three messages via the request form, but the casino have not responded to me. I went on live cgst 3 times, but the agents said they couldn’t see why the account was disabled & told me they’d escalate the issue to management. Nobody has contacted me and my account is still disabled.

I have still had no communication from Oddze casino about my account. They sent me an email to confirm my withdrawal request on 15/07/2026 but I have had no email since then. I have spoken to live chat 3 times and they keep saying that management will be in touch, but nobody has contacted me. I had built my balance back up to over €3000 when my account was disabled. I’ve read that Oddze did something similar to other players and claimed it was a technical error relating to jackpot wins. I did not hit a jackpot in any game; my winnings were built up from bonus games being triggered on different slots.

Hello Mrsdobber,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Mrsdobber

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, Michal (michal.k@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,

Veronika

Hello Mrsdobber,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Oddze Casino to participate in this discussion.

Dear Oddze Casino,

Can you please provide clarification on what factors prompted your decision to close the player's account?

While it is somewhat an industry standard to close any player account at the discretion of the management at basically any time, any financial obligations have to be fulfilled first.

When will the player received their winnings?

If there are any circumstances relevant to this case that cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Mrsdobber,

I have been in touch with casino team via email, and they have recently informed me of the following:

Good day,

Thank you for your response and we apologize for any confusion caused.

Upon checking, there was an investigation done on the players' account, which has since been resolved and we have informed the player, and apologized for the inconvenience, also highlighting that they may proceed with requesting a withdrawal once verification is completed.

If you have any other questions, please feel free to reach out.

Kind regards,

Oddze Support

Can you please confirm this?

Hi Michal,

Thank you for working on this.

I received the following message from Oddze Support yesterday -

I replied as follows-

Oddze support responded as follows-

I sent through the details they requested and asked how I can make a new withdrawal request. I have had no reply as yet, and my account is still disabled.

They have still not given a valid explanation as to why my account was disabled, as they have said my KYC documents were approved. I’m delighted that they’re processing my €4000 withdrawal, but I still had an active balance of over €3000 when they disabled my account.

Dear Mrsdobber,

Thank you for the update.

Am I correct in understanding that you have received the winnings of €4,000?

Have you provided the casino with the photograph of the card that they requested?

Regarding the remaining €3,000, have you been informed whether these funds will be paid out to you or whether they have been withheld by the casino?

At this stage, the casino has not indicated to me that any funds will be confiscated, thus I look forward to your clarification.

Hello Michal,

I have not yet received any of my winnings. I sent the casino photos of my card as they requested, but I have not had any response from them yet. They said that I needed to submit a new withdrawal request, but my account is still disabled so I cannot do that.

The casino have not said anything about the €3000 balance that was still active in my account. They said the investigation into my account had been resolved, which led me to believe that my account would be unlocked, but this has not happened.

Dear Mrsdobber,

Thank you for the clarification. I also understood the casino's response — "There was an investigation done on the player's account, which has since been resolved, and we have informed the player and apologized for the inconvenience" — to mean that the matter has been clarified and that your account should be reopened.

I will enquire with the casino again to clarify this point and what the current status is.

Dear Oddze Casino,

Could you please clarify why, despite your previous response suggesting that the matter had been resolved, the player's account remains inaccessible and, as a result, the player is currently unable to request a withdrawal of their balance?

Can you please advise when you expect this to be resolved and whether any further action or information is required from the player in order to restore access to the account and allow the withdrawal to be processed?

Two weeks ago I asked them to send me a copy of my gaming history for the purpose of this investigation. They asked me to reconfirm my details and send a copy of my ID again, which I sent to them. Yesterday they sent me the following message-

This is leading me to believe that they haven’t yet started to process my withdrawal, that it’s only now being reviewed. This is now really upsetting as I’m waiting a month for this to be processed and my account is still disabled.

I just received the following message in response to my sending photos of the card I used to make a deposit. I still cannot access my account as it is still disabled.

My account has been reactivated and my full balance is available, which is great. However they have now changed the deposit and withdrawal methods and I can only withdraw to crypto. I made the deposit via bank card, but now I cannot withdraw the funds back to the card used to make the deposit. I do not have any cryptocurrency account, so I’ll have to create one to withdraw my funds. This is very unfair.

Dear Mrsdobber,

Thank you for the positive update.

I have received a similar update from the casino confirming that your account has been reopened and that your funds have been reinstated. The funds should also now be available for withdrawal.

While the casino has not provided any specific information regarding the available payment methods, it is possible that withdrawals to your card are not currently available. I can understand your expectation that withdrawals should, and in most cases do, use the same payment method as the one used for the deposits. However, there can be various reasons why withdrawals cannot be processed through the same payment method.

The most important point is that the casino provides you with a reasonable and accessible withdrawal option, which the available cryptocurrency option appears to represent in this case.

There are numerous reputable cryptocurrency wallets available, and setting one up is generally quite straightforward nowadays. Once you have a wallet, it may also prove useful in the future, as cryptocurrency is becoming increasingly common for various types of online transactions.

I trust that your withdrawal will be processed without any unnecessary obstacles and that we will be able to successfully conclude this matter soon.

Hello Michal,

My account has been restored and the credit card facility has been made available to me. I have submitted a withdrawal request so I’m waiting for the funds to come through to my bank account.

Dear Mrsdobber,

I'm glad to see that the card withdrawal option was made available to you.

I trust that your withdrawal request will be processed in the standard manner. I'll wait for your confirmation once the funds have been received.

I continued playing on the site, using existing funds. I built my balance back up and made further withdrawal requests. I can still log into my account, but now I can’t play any games as it says they’re unavailable to me. I contacted live chat, who said my account was suspended and undergoing another investigation! The guy on chat was very nice & professional, but he couldn’t give me any information as to why my account was suspended or why it was under investigation again. He said he didn’t have access to that information and admin would contact me when they were ready. I now have 4 pending withdrawal requests totalling €14,000 and he couldn’t tell me if they were being processed. He said all he can do is escalate it to management. It appears to me that they simply don’t want to pay out.

Dear Mrsdobber,

Thank you for your response.

This is certainly an unusual situation. While casino operators do reserve the right to investigate or even close accounts at their discretion, it is somewhat surprising to see a new investigation being initiated after previous uncertainties have been addressed only a few days prior.

I will inquire further about this matter with the casino team.

Dear Oddze Casino,

Could you please provide clarification regarding the suspension of the player's account? It appears that the concerns previously raised had been addressed, yet the account is now subject to another investigation, which understandably raises questions regarding the grounds for this action.

We fully respect the casino's right to conduct its own investigations and to determine, at its discretion, whether it wishes to continue providing services to a particular player. At the same time, any decision to withhold or confiscate the player's funds should be supported by clear and sufficient grounds, and any legitimate outstanding balance should be settled accordingly.

I look forward to your timely clarification on this matter.

I tried to log on this morning and my account has been disabled again so I am unable to log in. I have pending withdrawals totalling €14,000 and still have an active balance of just over €2,500. I now feel that I’m being victimised by this casino and they don’t want to pay out my winnings. I have done nothing wrong, but they are being so disrespectful to me now. I emailed support twice last week when my account was suspended, but have had no response. I’ve had no explanation as to why my account has been disabled again. I’ve sent them all the documents they requested. I really believe they simply don’t want to pay the money that I have won fairly.

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.

I have sent multiple messages through to Oddze Support over the past week and have only received the response below. I really don’t believe this casino has any intention of paying out my winnings.

After a week of no response. I finally received the below message today. They have still given no explanation as to why my account has been closed. Their previous messages stated that everything was found to be satisfactory and my KYC documents were approved. This is really very upsetting. I have done nothing wrong, but someone has decided to penalise me for being lucky on this site. I have yet to have anyone contact me about my balance. Between active balance and pending withdrawals, I have just over €16,500 owed to me. It seems to me that they’re trying to find a reason not to pay my winnings.

Dear Mrsdobber,

Thank you for the update. I have received a message from the casino conveying a similar position. However, the casino has not stated that your winnings will be withheld.

The investigation is still ongoing, which the casino is entitled to conduct. Nevertheless, I have made it clear that this matter has already been ongoing for a considerable period and that we expect appropriate action to be taken without further unnecessary delay.

I hope the casino will conclude its investigation and take the appropriate action promptly.

Thank you Michal. I have received the below message from the casino, again not confirming that my withdrawals are being processed. It has now been 7 weeks since my account was disabled and I am very disappointed that there has still been no resolution, nor is there an end in sight.

Dear Mrsdobber,

I fully understand your concerns and consider your position entirely reasonable. It is certainly far from ideal that the investigation has continued for such a prolonged period without a clear resolution, and you basically have no access to the funds in question.

I have conveyed these concerns to the casino team and requested that, within the next few days, they either provide evidence of a potential rule violation that would justify withholding your funds or, preferably, proceed with paying the funds to you without further delay.

At this stage, the continued lack of meaningful progress may reasonably be perceived as intentional stalling on the casino’s part. Such an approach is inconsistent with the fair gambling principles we advocate.

I hope the casino team recognizes the importance of resolving this matter promptly, and I remain hopeful that there will be meaningful progress soon.

I will extend the timer by a few additional days to allow the casino to conclude its investigation. If no reasonable progress is made despite this extension, I will close the complaint as Unresolved, which will negatively affect the casino’s Safety Index rating.

Dear Mrsdobber,

I have not received any recent updates from the casino team. The last communication I got was just a few days ago, and it was as follows.

Has there been any reasonable development, please?

Hello Michal,

I have only received the below communication from the casino, which I received on Friday. I emailed yesterday for an update, but have had no response yet.

I have not yet received any of my winnings.

Dear Mrsdobber,

Despite my repeated follow-ups and the final extension provided, the casino has neither completed its investigation nor provided sufficient evidence or a clear explanation justifying the continued withholding of your funds. The prolonged delay and lack of meaningful progress fall below the standards of transparency and responsiveness we expect within the industry.

I therefore have no alternative but to close this complaint as Unresolved.

I understand that this is not a satisfactory resolution. However, unresolved complaints negatively affect the casino’s Safety Index and might help to change the casino's approach. Should the casino provide a meaningful update or proceed with the payment, we will inform you, reopen the complaint and update its outcome accordingly.

Under the current Anjouan Gaming framework, licensed operators are required to appoint an approved Alternative Dispute Resolution (ADR) provider. If a complaint remains unresolved after 30 days, the player may escalate the matter to the operator’s appointed ADR provider.

However, I have been unable to identify the ADR provider appointed by Oddze Casino in its Terms and Conditions or complaints information. The apparent absence of this information, together with the lack of an effective resolution through the casino’s internal complaints process, may represent a potential regulatory compliance concern. You may therefore wish to report the situation to the Anjouan Gaming Authority.

Please note that the Authority does not mediate or adjudicate individual player disputes. Its role is limited to regulatory oversight. Nevertheless, it may be able to clarify which ADR provider the casino has appointed and review whether the operator is complying with its licensing obligations.

You may also find the following resources helpful:

• Approved Anjouan ADR providers
• How to submit a complaint to a regulator

Please let me know at michal.k@casino.guru if an ADR provider or the Authority assists you or if you receive any further communication from the casino.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry we could not be of any other help.

Best regards,

Michal

Casino Guru