The player from Germany has a closed account at Vinylcasino, which he learns was due to administrative reasons. He cannot log in or make a withdrawal despite winning with a deposit without a bonus, and he has been in dispute with the casino for three weeks.
Vinyl Casino - Player’s account has been closed.
Opened
Current status
Waiting for Casino Guru to reply
6d 3h 14m 1s
Vinyl Casino
Safety Index 7.7 Above averageCase summary
Discussion
Public
Public
2 days ago
Translation
Hello, a few weeks ago I registered at Vinylcasino and won with a deposit without a bonus. After repeatedly inquiring why the deposits kept being cancelled, I finally received a reply stating that the account was being closed for administrative reasons.
I can no longer log in and cannot request a new withdrawal. I haven't been verified and, based on my deposit without a bonus, I have a right to the winnings. Can you please help me as soon as possible? I've been in a dispute with the casino for three weeks and they can't do anything for me.
Automatic translation:
Public
Public
23 hours 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
23 hours 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.
- What types of games did you play to accumulate your winnings?
- Have you submitted any identity documents to the casino for KYC verification, or were you not asked to complete the verification process at all?
- Have you made any successful withdrawals from this casino before your account was closed?
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
