Vegastars Casino - Player's account has been closed after withdrawal request.

I am submitting a complaint regarding a cancelled withdrawal and sudden account closure after completing identity verification.

I had a withdrawal of approximately AUD $4,000 pending with Vegastars. The casino requested KYC verification, including a selfie/photo holding my identification. I fully complied and submitted all requested documents in good faith.

Several hours later, my account was closed and my withdrawal was cancelled. Support only referred to Clause 10.4 of their Terms and Conditions, stating they may close accounts at their discretion, but they have refused to explain:

what specific rule I allegedly breached,

whether there was any issue with my verification,

or whether my balance has been confiscated.

I have not been accused of fraud, duplicate accounts, chargebacks, or any specific violation. I simply completed the requested verification and then lost access to my account and withdrawal.

I am requesting:

clarification regarding the alleged reason for closure,

confirmation of the status of my remaining balance,

and payment of my legitimate winnings if no actual breach occurred.

I can provide screenshots of the withdrawal, verification requests, emails, and support responses if required.

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 your complaint. I’m sorry to hear about your negative experience with Vegastars Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas