The player from Spain wins €600 after depositing €20 using cryptocurrency but faces multiple canceled withdrawal requests without explanation. After completing the verification process, he discovers his account is blocked with no reason given, and support has ceased communication.
Tom Casino - Player's account has been closed.
Opened
Current status
Waiting for player to reply
6d 22h 31m 32s
Tom Casino
Safety Index 4.5 LowCase summary
Discussion
Public
Public
12 hours ago
Translation
I made a deposit of €20 using cryptocurrency and, after playing slots, managed to win €600. I tried to withdraw my funds, but my requests were cancelled several times without explanation.
I contacted technical support and they told me I needed to complete the verification process. I sent all the necessary documents, which were under review for approximately 50-55 hours. After following up with support, they finally approved my verification, confirming that everything was in order, but told me I would have to wait a little longer for the withdrawal.
After another 50 hours of waiting with the withdrawal pending, I tried to access my account and discovered it had been blocked. When I inquired about the reason, support simply quoted clause 2.9 of their terms: "Notwithstanding any term of this Agreement, we reserve the right to block and terminate your Account at any time, at our sole discretion, without providing cause or explanation."
I believe this action is unfair and abusive, as I have not violated any rules and only wish to withdraw my legitimate winnings. Support has stopped responding to my messages. I request your assistance in getting the casino to release my funds (€630).
Automatic translation:
Public
Public
1 hour ago
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.
Public
Public
1 hour ago
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.
- Did you accumulate your winnings with or without a bonus?
- Am I correct in understanding that all the documents that you sent to the casino for verification were approved before your account was blocked?
- Which slot games did you play?
- Is there any chance that someone from your household or using the same IP also created an account at this casino?
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
