The player from Peru had his account permanently restricted after he requested withdrawals of 850 and 1000 Peruvian soles. He received no clear explanation for the restriction, only that he had allegedly violated a rule in the terms and conditions. He believed the timing of the restriction, which coincided with his withdrawal attempts, was suspicious. The complaint was closed due to the player's lack of response to inquiries and reminders. No further investigation or solutions were provided at that time.
W88es.com Casino - Player’s account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: 1,850 S/.
W88es.com Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
I was playing on this site. On February 7, 2026, I requested a withdrawal of 850 Peruvian soles, and later, on February 8, 2026, another withdrawal of 1000 soles. The requests were being processed, and this morning, February 9, 2026, when I tried to log in, I received the message "YOU HAVE ACTIVATED THE SELF-EXCLUSION FUNCTION." When I contacted support, they told me that my account had been permanently restricted. The reason given was that I had violated rule 10.1 of their terms and conditions. I stated that I never committed any violation, and it seems very strange to me that the site would restrict my account just as I was making a withdrawal, simply stating that a violation had occurred without specifying exactly what it was.
Automatic translation:
Public
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1 month 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.
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1 month 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 at this casino?
- Did you accumulate your winnings with or without a bonus?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- 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
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3 weeks ago
Dear Denis12,
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.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
