Topacio Casino - Player’s account has been closed without reason.

I registered at this casino on October 27, 2025, and never had any problems until today, January 15, 2026. They blocked my account, preventing me from logging in without giving any reason or explanation, and with 417,000 CLP in the withdrawal process. It's worth mentioning that on January 14, they asked me to verify my account again, and I verified it without any problem; the verification was successful once more.

I earned the money without any active bonuses and withdrew it via cryptocurrency, just like last time. Now I don't understand why they closed my account and haven't given me any reasons. Mind you, I'm not the only one with this problem; there are hundreds of people with the same issue, according to other forums I've researched. Please, CasinoGuru, help! I want my money back, and then if you want, close the damn account of these scammers.

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 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.

• What types of games did you play at this casino shortly before your account was closed?
• Could you please forward me all the communication between you and the casino customer support regarding the closure of your account? My email address is [email protected].
• Which payment methods have you used to deposit and withdraw money at this casino so far?

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

I only played slots and the payment methods were bank deposits and cryptocurrencies

Could you please forward me all the communication between you and the casino customer support regarding the closure of your account? My email address is [email protected]. Thank you for your cooperation.

That's the problem, they don't know anything and they tell me to wait for a response, that I should wait for an email with the information, but that's not going to happen. Many people say the same thing, that they never send any information. That casino and their chat agents are useless for helping people because all they know how to say is "wait for a response by email" and nothing else.

Dear Gani3832

Thank you for your cooperation 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, Michal ([email protected]). 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,

Veronika

This case is moving very slowly; perhaps the other Topaz casino won't respond like this.

Hello Gani3832,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Topacio Casino to join the conversation.

Dear Topacio Casino,

Can you please provide an explanation of why the player's winnings have not been disbursed to them, and their account remains inaccessible despite passing the KYC process?

If there are any factors that cannot be shared publicly, please forward them to me at [email protected]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.