Casinado Casino - Pelaajan tili on suljettu suuren voiton jälkeen.

I have encountered a serious problem at "Casinado Casino," where my account has been blocked due to my significant win of 11,500 euros. I have tried to contact customer support, but I have not received a satisfactory response or explanation for the block. This situation raises concerns about fairness and transparency, and I am prepared to take necessary legal action unless the situation is resolved promptly.

Olen kohdannut vakavan ongelman "Casinado Casino", jossa tilini on estetty, ja syynä on merkittävä voittoni, joka oli 11 500 euroa. Olen yrittänyt ottaa yhteyttä asiakastukeen, mutta en ole saanut tyydyttävää vastausta tai selitystä estolle. Tämä tilanne herättää huolta reiluudesta ja läpinäkyvyydestä, ja olen valmis ottamaan tarvittavat oikeudelliset toimenpiteet, ellei tilannetta ratkaista pikaisesti.

Dear long,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hello,

• I have not done withdrawals before.
• I haven't passed the KYC verification when I wasn't asked for anything. just read that "your account currently does not need confirmation"
• I won with bonus money. I deposited €350, got a 100% bonus and won with it. but I played according to the rules with a max bet of €5.
• I went to live chat, it didn't help. and I also sent an e-mail to the casino, but no one answered me.

I didn't do anything wrong. I won money, the next day I tried to log in and your account was blocked without any explanation.

Hei,

• En ole tehnyt kotiutuksia aiemmin.
• En ole läpäissyt KYC-vahvistuksen , kun multa ei pyydetty mitään. luki vaan että "tilisi tällä hetkellä ei tarvi vahvistusta"
• voitin bonus rahalla. talletin 350€ sain 100% bonuksen ja voitin sillä. mutta pelasin sääntöjen mukaisesti 5€ max panoksella.
• kävin live chätissä, siitä ei ollut apua. ja laitoin myös kasinolle s-postia, mutta kukaan ei vastanut minulle.

En tehnyt mitään väärää. Voitin rahaa, seuraava päivä koitin kirjautuu sisään ja tilisi oli estetty ilman mitään selitystä.

Dear Long, was it a casino bonus or a sports betting bonus?

Did you use any other bonuses at this casino?

hi, i didn't use any other bonuses. but a welcome casino bonus.

hei, en käyttänyt muita bonuksia. vaan tervetuliais kasinobonus.

Thank you very much, long, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.