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.