PlayFame Casino - Player's account has been closed after winnings.

Initially I won $1500 and attempted to redeem this. At this point no verification was initiated. I decided to cancel the redemption and continue playing. I played with another 5k more and won 9k. I tried to redeem it and a verification was initiated. I was annoyed bc this happens after I spend 20k and finally win?!? But I submitted all the relevant documents and my verification was approved. But three hours later my account was closed and in never received the 9k I won. I can’t access my account and speak directly with the Casino. I’ve called and written multiple times only to receive a generic response. I’m really upset.

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 your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello,

I played only slot games. I won the 9k just by betting high on a slot game and winning the spin. There was no active bonus (I don’t think), just high bet/high win situation. I have contacted customer service repeatedly. They have reopened my account, but it’s restricted. I still have not been able to withdraw my win. I keep being asked to verify payments, though I received an email stating I had completed the verification successfully and will no longer have any problems. It really feels like they are doing everything not to pay me. Please help.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please advise what document have you submitted for the verification of your payment method?

Thank you for your patience and cooperation.

Dear Murdameags,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru