RaceUp Casino - Player's account has been closed without explanation.

My account at RaceUp Casino was deactivated on 26.05.2026 and I am currently unable to access my account, my funds or request any withdrawals.

At the time of deactivation, I had pending withdrawal requests totaling approximately €13,500. These amounts are visible in my account history as multiple rejected withdrawal attempts.

I have deposited a total of €3,000 via bank transfer. I have also previously received successful withdrawals totaling €2,500 from the same account. No bonuses were used at any time.

Since the account was deactivated, I have contacted customer support through multiple available channels, but I have not received any response, acknowledgment, or ticket confirmation for 6 days.

The account now shows the message "Your account is deactivated" and I am completely locked out of my funds.

I am willing to fully comply with any verification (KYC/AML) requirements and provide all necessary documents, including identity verification, proof of address, and proof of payment.

Requested resolution:

Clear explanation for the account deactivation

Confirmation of my account balance and pending withdrawals (€13,500)

Information about any required verification steps

Processing of my withdrawal if no violation has occurred

Additional information:

No bonuses were used

All deposits were made via my personal bank account

Previous withdrawals were successfully processed

No response has been received from the casino despite multiple contact attempts

The casino has not provided any ticket number or support confirmation

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you haven't passed the verification before you lost access to your casino account?
• When did you make the last successful withdrawal?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina