Winorio Casino - Player's account has been closed.

Hey since winning on winorio aprox 3 weeks ago i had to do multipule steps of kyc selfie/holding paper/documents etc evrything was verified. 3 days later no response nothing i try to login account disabled. I keep emailing with the casino and the same response i get evry week. ''we are waiting on management for further instructions'' if i ask for any form of time frame or indication what they want from me for my account i get ignored. if i ask why my account is disabled i get ignored. im not sure what to do right now and this is quiete alot of money for me. im getting verry frustrated and the answer i get from the in the email feel more autogenerated then human answers.

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.

Dear bertje,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you lost access to your account directly after submitting the documents for the KYC verification?
• Did you accumulate your winnings with or without an active 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,

Attila

Hey my winnings were aquired playing slots i think it was the dog house and 888 not sure anymore. no i had to do like 3 diffrent kyc request after that it took like an week an then my account was closed out of nowhere. the win was aquired using bonus funds i didnt breach any TCs as i asked and they stated this was not the case. They told me for 3 weeks to wait for management. last week i received an email stating they need to do video call verification. W/e strange request but i said sure. To which THEY ARE ALSO IGNORING AGAIN. i emailed them last week friday and had 3 follow ups so far which they are ignoring,

Dear bertje, thank you for your response. Could you please forward the documents you provided to the casino for verification? You can send the documents to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear bertje,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bertje,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila