RodeoSlot Casino - Player's account has been closed without reason.

Hello,

I registered on RodeoSlot on [ημερομηνία εγγραφής], deposited €21 via my crypto.com card, and fully verified my account. The next day my account was suddenly deactivated without any explanation while I had a balance of around €180 and two open bets, one of which was close to a €500 cash-out.

I was later asked to provide additional documents for verification and I submitted all requested files immediately. Since then, I have been requesting updates daily, but I keep receiving vague responses like "we are working on it" with no resolution.

I’m requesting:

• The immediate return of my €180 account balance

• Compensation for the lost cash-out opportunity (€200)

• €100 per day of unjustified delay as loss of profit

I have full proof of my deposits, KYC verification, and all email communication.

Thank you for helping me resolve this fairly.

—D*******, Greece

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.

Dear Dimio79,

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.?  
• How long have you been a player at this casino, please?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear Katarina,

I started with a casino bonus, the bonus requirments were fulfilled and turned to real money then focused on sports betting. The account deactivation happened within the first 24 hours!!!

Dear Dimio79,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Katarina.

They somehow deemed my documents were suspicious and are only returning my initial deposit.

At this point i am enraged, disappointed and completely exhausted.

They are denying details and screenshots of my account balance and open bets at the time of deactivation.

I have sent literally hundreds of mails.

I am disappointed mostly because they can do whatever they want without repurcasdions apparently .

Dear Katarina,

I mailed you my documents and also the casino decision mail where they accept i had account balance but they are keeping it due to violation of terms since my documents look suspicious!!! They are only returning the initial deposit. I have asked twice for my account balance and open bet info at the time of deactivation. I have now asked a third time.

I am kind of disappointed. In a case where i did nothing wrong, i am being pushed around by a casino just because they can. Just because they didn't like the fact that i was winning! And i feel there's nothing i can do about it. I feel completely unprotected.

Dear Dimio79,

thank you for your reply and emails.

Unfortunately, the attachments you referred to were not included in the emails. Could you please resend them at your earliest convenience?

Kindly update me in this thread once the email has been sent.

Katarina

Dear Katarina,

I just resent an email with proof. Can you please check? I have to say that i am feeling defeated. The casino had its way and i don't see me getting justified...

I understand that my case is of little importance. I have sent emails but they remain unreplied. It's sad but it's true. The casino won just because they felt like it and there's nothing i can do about it. I am sorry i hoped you would assist me. Guess it's nature's law.

Dear Dimio79,

Thank you for your cooperation, patience 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, Igor (igor.p@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,

Katarina

Dear Dimio79,

I am so sorry to hear about your problem with the RodeoSlot Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a RodeoSlot Casino representative to join this conversation and participate in resolving this complaint.

Dear RodeoSlot Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Igor,

I admire your optimism! This story is a month old now. Thanks for trying though, i really appreciate it!

Dear Dimio79,

I actually received an email from the casino representative, and they informed me that they are looking into it.

Hello Igor! Thank you for the update. I will forward this info to the product team to solve the issue, should be some mistake. We already working on it

I will let you know when there is any update regarding this complaint.

Dear Dimio79,

We would like to inform you that your account has been closed and funds confiscated due to breach of our Terms and Conditions.

We would like to point your attention to Clause 7.5:

"It is the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player."

We prioritize our customers' safety and security. To uphold our commitment to responsible operations, we perform Know Your Customer and various checks (collectively referred to as "Verification Checks") to verify customers' identities, ensure compliance with our Terms, and manage our risk exposure. These measures help us meet legal requirements, prevent fraud, protect against underage gambling, and maintain a fair, fraud-free service while prohibiting illegal activities. 

Unfortunately, during the verification of the documents you provided, suspicious features were discovered that may indicate that they are not genuine. Therefore, the company has decided to return the deposit to the card and withhold the remaining balance for violating company T&C. We appreciate your understanding.

Dear Igor,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

RodeoSlot Casino

I provided all requested documents. Even provided the proof of deposit return and my conversation with crypto.com. I am still providing access to my crypto.com account so that you can check for yourselves. Nothing to hide here.

Let me also add : My account was inexplicably deactivated at the first 24h and after i had already verified it.

Hundreds of support member staff kept reassuring me : "Don't worry, you will get your account balance back". I can't even begin counting how many hours i spent daily trying to expedite my case. I have much more to say but i am holding back for the moment.

Dear RodeoSlot Casino,

Thank you very much for your email.

I’m going to review the documents you’ve sent me.

But first, let me ask: what type of games did the player play?

Was it both (live) casino and sports betting, as he mentioned?

Dear Igor,

Our records show that the player's activity is split between sports betting and casino games (excluding live categories such as poker, roulette, and similar types).

We have sent a further email with detailed information.

Best regards,

RodeoSlot Casino

Dear Dimio79,

Could you please confirm whether your account balance was €180 at the time it was closed?

Additionally, could you please forward me the original email from Crypto.com in which they sent you the Confirmation Statement?

Dear Igor, i confirm my account balance was 180€ at time of deactivation. Can i have your email please?

Hello Dimio79,

You can send me an email here: igor.p@casino.guru.

Dear Igor, have you received my email?

Hello,

Yes, I have received your email and have replied to it.

Hello everyone,

I would just like to inform you that currently I'm communicating with the player outside of this thread.

Dear Dimio79,

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.

Sure, i give up. Let the casino win. Rodeoslot, i hope karma gets you for your injustice. I am closing this case myself.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dimio79,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor