Ossebet Casino - Player's account has been deleted.

They have deleted my account pretending that I do not have an account there. I won 1000€ after wagering their bonus with a 100€ deposit. There is a long conversation on livechat, I went through KYC. I had to send even a selfie holding up paper with their website name. I have a full screenrecording of my chat with them since the day I opened the account that show proof of their scam. They rejected my withdrawals saying it was something wrong, making up excuses that they are updating their website etc etc. I have the copy of the full chat history that can be provided if needed as well as a screenrecording of withdrawal while being logged in and speaking to the live chat.

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.

• Do you have any emails between you and the casino’s customer support that would confirm you had an account at this casino? For example, a registration confirmation email or any communication regarding account verification. If so, please forward them to me at veronika.f@casino.guru.
• How long have you been playing at this casino?
• Have you made any successful withdrawals from this casino before?

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

Please forward me the original, uncensored emails from the casino that will confirm your ownership of the account at veronika.f@casino.guru. Thank you for your cooperation.

What do you mean uncensored? I have just cencored the email list on my outlook email as they are private emails related to other things than casino. You mean where i cencored part of my email? Sure, I will send you that right now. I will also send you whole chat history.

Dear karoflow

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, Samuel (samuel.s@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

Dear karoflow,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Ossebet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Ossebet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello karoflow,

unfortunately, despite my attempts to contact the casino and giving them additional time to respond, Ossebet Casino has not joined the complaint resolution process or provided any explanation regarding your case.

As we are unable to continue the mediation without the casino's cooperation, I will now close this complaint as unresolved. This outcome will negatively affect the casino's rating on Casino Guru.

As a next step, I would strongly recommend escalating the matter directly to the casino's licensing authority. Ossebet Casino operates under an Anjouan license, and you can submit a complaint through the official Anjouan license validator.

If you visit the casino's website, you should find the Anjouan validator logo or link in the bottom-right section of the page (footer). By opening that validator page, you should have the option to submit a complaint directly to the licensing authority or its designated dispute resolution channel. I recommend including a detailed description of your case together with any relevant screenshots, emails, and other supporting evidence.

I am sorry that I could not assist you further in resolving this matter through our mediation process. Should the casino decide to respond in the future, we can always reopen the complaint and continue the investigation.

Best regards,

Samuel

Casino Guru