Qzino Casino - Player's account has been closed with funds confiscated.

My account has been permanently blocked by Qzino under paragraph 6.3 of their Terms & Conditions. I am submitting this complaint because I believe the casino acted unfairly and inconsistently.

I acknowledge that I had previously created multiple accounts. However, I did not attempt to hide this fact. I discussed the situation directly with my account manager, who was fully aware of the issue. During our conversations, I was informed that I could continue playing provided that I completed the KYC verification process up to Step 3.

I successfully completed all requested verification requirements. Most importantly, I have evidence and records of my conversations with the account manager showing that the casino was aware of my situation and allowed me to continue using the account after verification.

Relying on these assurances, I continued playing on the platform in good faith. Only after receiving confirmation and completing KYC did I deposit approximately $3,000–$4,000 in total. I would never have deposited such a significant amount if I had been told that my account would later be permanently closed due to the same issue that had already been discussed and reviewed.

While playing, I earned rakeback rewards and achieved high positions in promotional races. I submitted a withdrawal request of approximately $1,000. Additionally, I had qualified for substantial future rewards, including weekly bonuses, monthly bonuses, and race-related rewards worth several thousand dollars.

After all of this, I suddenly received an email stating that my account had been permanently blocked and that the decision was final. My access was immediately removed, and I am now unable to access my account or withdraw even my deposited funds.

The key issue is that the casino was already aware of the multiple-account situation before I made these deposits. They reviewed my case, required KYC verification, approved my continued activity, and accepted thousands of dollars in deposits from me afterward. Only when I attempted to withdraw funds and became eligible for significant rewards did they decide to permanently block my account.

I believe that if the casino considered my account ineligible due to multiple accounts, they should have informed me before allowing me to complete KYC and before accepting thousands of dollars in deposits. Allowing me to continue playing after verification created a reasonable expectation that my account had been reviewed and approved.

I am prepared to provide screenshots and records of my conversations with the account manager as evidence that the casino was aware of the situation and nevertheless permitted me to continue playing.

I respectfully request that Casino Guru investigate this matter and help me recover my deposited funds, my account balance, and any legitimate winnings or rewards earned while playing under the conditions that were approved by the casino.

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.

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Dear BV5623,

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 confirm if you contacted the casino's customer support before opening the second account?
• Additionally, has the casino permitted you to create multiple accounts?
• 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.

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

Best regards,

Attila

I will write this in Japanese to avoid making any translation errors.

I carelessly created multiple accounts without realizing that it was prohibited.

After creating the account, the account manager told me that only one account was allowed and that they would close the other account.

I agreed to that, and the casino closed all but one authorized account.

Then, I was told that if I completed KYC with one authorized account, I would be allowed to play as before, and that there would be no problems. So I submitted a photo of my ID and two selfies holding my ID.

After that, I submitted additional proof of address, and I was notified that my account was approved for play.

So I made multiple deposits and played, but my account was suddenly closed and I was told that they wouldn't accept any objections.

You still have a pending withdrawal of $1,000-$1,500 and the right to a rakeback of $5,000-$10,000.

I will forward the conversation with the casino to you via email.

Incidentally, I have not created any other accounts since receiving the warning.

Thank you for your response.

To proceed with the complaint, could you please forward the communication in which the casino representative informed you that your account was approved for play and that you could continue depositing and gambling?

You can attach it directly here or send it to my email at attila.g@casino.guru.

Thank you in advance for your cooperation.

I have forwarded everything to your email.

Dear BV5623, thank you for your response and for the information provided.

Unfortunately, I was unable to find your email. Could you please advise what email address have you used?

Thank you in advance for your reply.

Dear BV5623,

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