Hi. Registred there app. June-July 2025. I do not know how much deposits I made that time, I think 1000 with welcome bonus, and then about 5000 or 10000 usdt. Won that time and made withdraw, about 25k. Then I do not played there.

Week ago I received email about VIP status and tried again to play. I was very lucky, made few withdraws. and again made deposits. At the finish I had about 41-42k usd balance. But when I tried to make withdraw I received question from casino support: Thank you for patiently waiting. Our team is requesting that you provide information on how you won the slots before we process your withdrawal. Do you have any techniques you use?

Today I was dropped off from account, account are deleted. And when I tried to login with google account, I just entered in absolutely empty and new account. Support said that reason is Fraudlient activity.

Ofc I answered that I just had luck. I played only video slots. Do not used bonuses. Just gambling.

Hope you will help 🙂

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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.

• Could you please specify which slots you played to accumulate your most recent winnings?
• Have you responded to the question from the casino customer support regarding the techniques you allegedly used to accumulate your winnings?
• Have you passed the full KYC verification?
• Could you please forward me the communication between you and the casino customer support regarding the investigation of your gameplay and the closure of your account? My email address is veronika.f@casino.guru.

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

hi, most part of communication are visible on screenshots. kyc passed 6-7 months ago. I played Balck Hawk Deluxe with bet 100 euro. Did I answered this question? Yes, I won just because this time I was lucky.

Dear aleks86

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you aleks86 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 2UP Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear aleks86,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We have reopened this complaint at the request of 2UP Casino. The casino team provided us with additional information and evidence, which warranted a further review of the case.

Hello. it is really amazing. The story was started that I get some good winning playing video slots. and casino asked me, how I did it, using what strategy.

passed a lot of time

What hass this casino come up with now?

Dear aleks86,

I would like to ask you a few questions regarding your account activity at 2UP Casino, as some aspects have come to our attention. To help me better understand the situation, could you please clarify whether any of your family members, friends, or acquaintances hold an account with 2UP Casino?

If so, have you played at the casino around the same time as them – for example, during a shared visit? Have you used a VPN program or application when accessing or playing at the casino?

Additionally, have you used any form of aid, software, bots, or specific strategies while playing?

Could you also confirm which devices you have used to register and play at 2UP Casino?

I would appreciate your cooperation in providing this information in as much detail as possible.

Dear 2UP Casino,

I have reached out to you by email and am currently waiting for your response, along with the additional evidence regarding the alleged rule violation by the player.

could you please clarify whether any of your family members, friends, or acquaintances hold an account with 2UP Casino? At this moment I do not know any person who has account in 2up.io

for example, during a shared visit? Have you used a VPN program or application when accessing or playing at the casino? I do not played with some other player. yes, I use vpn time by time. As I played this casino every day in that period (about 2-3 week before got huge win and then banned). I think vpn few times was turned on.

Additionally, have you used any form of aid, software, bots, or specific strategies while playing? I do not know about some bots or aid (or software, or something more) to play video slots. Some specific strategy? Can not really understand you question. is it a strategy, when you have 20k usd balance, and you want to get 30k balance and make withdraw? ( if it is strategy, then I can answer yes).

Could you also confirm which devices you have used to register and play at 2UP Casino? Only one device, my laptop LENOVO LEGION SLIM 7 (which I used last 3 years).

I played every day using my own money—without any bonuses—and when my balance reached a peak, it suddenly turned out that I was supposedly using some kind of software. How could that possibly affect the gameplay in a slot machine?

Is it real absurd. And after passed about half year, casino found some evidence in fraud. it is double absurd.

Also, did casino confirmed that they deleted my account? and ho much more manipulation they had to chance to made in half year.

Dear aleks86,

I appreciate your concerns and would like to clarify a few points.

The case was previously closed as Unresolved – not because the casino had no evidence or hadn't flagged your account, but simply because they had not responded to us at that time.

In February, my colleague advised you to pursue the matter with the licensing authority. May I ask whether you did so, and if yes, what was the outcome?

The casino has now begun to cooperate with our process and has provided us with additional information and evidence; that's why this case was reopened. I am currently reviewing everything as part of the investigation. While you mentioned playing without a bonus – I'm still looking into that – I do note that you have claimed bonuses previously, which is confirmed by the evidence. I also know from experience that you almost always focus on the bonuses. Claiming bonuses is not an issue in itself, as long as no rules are violated.

Regarding your question about the status of your account – the casino has confirmed that your account has been closed and will remain closed.

Our role as an independent mediator is to assess the situation fairly and determine whether the casino's actions were justified.

In February, my colleague advised you to pursue the matter with the licensing authority. May I ask whether you did so, and if yes, what was the outcome? I send complaint to this ANJ, but no any response, also I tried to resend it, same. nothing there.

While you mentioned playing without a bonus – I'm still looking into that – I do note that you have claimed bonuses previously. = If you will check my last two weeks of gambling, I do not used any bonus. I returned to gamble this site after on 04 FEBRUARY I received email about some VIP offers for me. Than I made deposit with bonus, I think I loosed it and started to gamble with real money without bonuses. And you can check how much gambling activity is made with bonus, an without bonus. may be I made few deposits 1000-2000 usd with bonus and I think more that 20-30k without bonuses.

I mentioned that lately, when I was actively making deposits and playing, I played without bonuses. The winnings I secured and my total balance were achieved without using any bonuses.

Casino wrote my email inviting me to gamble, of course they offer some bonuses, to get my attention. but you can check how much deposits are made then, later, without bonuses.

For me it is clear, that they closed my account because I had reached huge balance. it is first argument. and then question about some strategies playing slots. real absurd.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear 2UP Casino,

Thank you for providing the additional information and evidence. I have responded back with some additional enquiries as there still remain certain points I need to be clarified.

Dear aleks86,

Thank you for your responses. I acknowledge that your latest winnings might have been gained without bonus involvement, however, as is often the case during an more throughout investigation, additional information or evidence regarding potential rule violations may come to light during the review process. Therefore, the fact that you had not recently been playing with bonuses does not necessarily mean that your gameplay was no longer subject to the casino’s applicable rules, nor does it prevent the casino from reviewing your previous activity.

It is also relatively standard in the industry that, if it is discovered that winnings were previously obtained in breach of applicable bonus or gameplay restrictions but were already paid out, the casino may review subsequent gameplay and, where the applicable terms and circumstances justify it, deduct or void subsequent winnings as a consequence of the original rule violation.

This does not apply where the relevant rules have subsequently changed, as applying different rules retrospectively would generally be unfair. Rather, this principle pertains to situations where the same rules were in effect at the relevant time and continue to apply, and the subsequent winnings were obtained under circumstances still covered by those rules.

A more thorough verification or investigation of your gameplay may also have been conducted over a longer period of time in the background. This could potentially explain why the casino team contacted you regarding the possible use of a particular strategy.

That being said am I still in process to reviewing all the circumstances.

Additionally, I understand that you involved a lawyer in your case and that the casino appears to have provided them with detailed information regarding the matter already in May 2026. Could you please clarify whether your case was somehow formally decided, and if so, what the outcome was?

I do not know, do you want from my side any comments about my gameplay with bonuses. I think I just need to say, that this is really nice scam practice, to try to look into bonus game, when player reach biggest amount playing the game without bonuses.

About the question with lawyer. Why casino do not send the answer which they send to me and lawyer? The casino gave answer, that they do not operate with Curacao license, so they declined to give any response, why money are slolen (or confiscated like they like to say).

As for any violations while playing with bonuses, I don't think there were any—unless they come up with or fabricate some evidence. By the way, I could recommend a site to them that might help—it's a casino BetFourU (which gave my bonus after passed verification, and then find evidence they I had multiaccounts).

Dear aleks86,

Could you please respond directly to the question I raised? While you're certainly entitled to your opinion, I would kindly ask that future comments focus on constructive input that could helps move the resolution forward.

Thank you for your cooperation.

1. A VIP manager reaches out and invites you to play.

2. Problems arise once you reach a high balance.

3. The casino starts making vague accusations.

4. The homepage states that it operates under a Curaçao license.

5. When a lawyer makes an inquiry, the casino claims it does not operate under that license.

6. The casino deletes the account entirely.

7. Six months later, it decides to restore its rating on your site.

These are the facts. Given this, how can I be sure they won't fabricate some fake evidence?

if you want answer on thiss question (Could you please clarify whether your case was somehow formally decided, and if so, what the outcome was?)

then, I giva it already. One more time, lawyer contacted casino, after about 1.5 months they answered, that they do not operate under Curacao license, and in that case, they will not provide any explanations.

Dear aleks86,

You have once again answered in a rather unnecessary way. I kindly and respectfully ask that your future comments focus on constructive and relevant input that could help move the matter toward a resolution.

One more time, lawyer contacted casino, after about 1.5 months they answered, that they do not operate under Curacao license, and in that case, they will not provide any explanations.

Please forward me evidence of this to michal.k@casino.guru, as it seems this was not provided by you to us so far.

Please check your email

Dear aleks86,

Thank you for your email and for providing the evidence. However, this appears to be simply an information letter from the casino’s Managing Director stating that they do not operate under a Curaçao license. Could you please clarify what you believe is incorrect or problematic about this?

While the casino may have operated under a Curaçao license in the past, based on the findings of our data team, 2UP Casino has been operating under an Anjouan Internet Gaming License for quite some time.

You can also easily verify the casino’s current license status in the footer of its website, where you will find the license validator.

Additionally, as can be clearly seen from my colleague Peter’s response above from February, he recommended that you contact the Anjouan Gaming Authority. With this in mind, may I ask why you chose to involve a lawyer who operates in Curaçao?

Of course, you are entirely free to contact any lawyer you consider appropriate. However, it is questionable whether a lawyer operating in Curaçao would be in a position to assist you with a matter concerning a casino that is operating under an Anjouan license. As it most likely turned out, he was not.

While this does not have any particular significance for the case at the moment, I have to say that this choice of approach seems somewhat unusual to me given the information and guidance you had already received.

That being said, for the purposes of an independent assessment, I am still awaiting the additional information and evidence I have requested from the casino team.

Dear 2UP Casino,

I’m looking forward to your timely response to my previous email and to receiving the requested evidence.

Additionally, as can be clearly seen from my colleague Peter’s response above from February, he recommended that you contact the Anjouan Gaming Authority. With this in mind, may I ask why you chose to involve a lawyer who operates in Curaçao?

In that moment on official page was information that casino are located in Curacao, that why I asked lawyer, and he answered that he can help.

Additionally, as can be clearly seen from my colleague Peter’s response above from February, he recommended that you contact the Anjouan Gaming Authority.

I did it, but still no any answer from Anjouan Gaming Authority. Like I checked in google, they ignore absolutely all requests to them. So my opinion that Anjouan Gaming Authority give casino license and do not control them.

We would like to provide our response regarding this complaint.

Following an internal compliance review, we confirmed that the player’s account was linked to another account on our platform in breach of our Terms and Conditions prohibiting multiple account registrations.

Our investigation identified that:

• The player’s account was linked to another account through the same device using our device fingerprinting system (Fingerprint.com), which recorded a matching device identifier.
• The linked account was created on 12 January 2026, and the association was detected immediately upon registration through our fraud prevention systems.
• The linked account claimed a First-Time Deposit Bonus of approximately 2,000 USDT shortly after registration, while the primary account later claimed a further 1,500 USDT deposit bonus, resulting in multiple promotional claims across accounts linked to the same device.
• Based on our investigation, this constituted a violation of our Terms and Conditions, under which promotional offers are limited to one player/account and multiple accounts are prohibited.

Based on these findings, the account was permanently locked in accordance with our Terms and Conditions.

For additional context, the player’s primary account had lifetime deposits of USD 56,985.09 and lifetime withdrawals of USD 91,295.18, meaning the player had already withdrawn approximately USD 34,310.09 more than deposited over the lifetime of the account.

At the time the account was blocked, there was no remaining balance owed to the player.

As this matter was also reviewed through the relevant regulatory channel, we provided the supporting technical and financial evidence during that process. We remain willing to provide the same evidence, including the device linkage records, to the Casino Guru team privately should independent verification be required.

As a matter of fact, we've replied to the Anjouan regulator by May 13, 2026.

Accordingly, we maintain that the account closure was the result of a confirmed breach of our Terms and Conditions, and our decision remains unchanged.

I was registred in summer of 2025 year.

Vip manager invite me back to site on 24 jan 2026. (attached screenshot)

but casino saying that on 12 Jan I had registred multiaccount. what a nice story 😀

So, here casino wrote , that after registration they IMMEDEATELY detected this. (The linked account was created on 12 January 2026, and the association was detected immediately upon registration through our fraud prevention systems.)

But after 12 days they invite me to play to site. what a absurd

I played with my own money and won after gambling and had risk to loose money. I am withdrawing my winnings, yet your main argument is that you aren't taking back the deposits. I don't know what kind of fantasies you're cooking up about multi-accounting.

Dear aleks86,

I understand that you may disagree with the casino team's position, and that is certainly your right. However, I would ask that you avoid responding in an offensive or disrespectful tone.

Such behaviour is very often counterproductive and tends to hinder rather than help any chance of reaching a mutually acceptable solution.

Going forward, I would appreciate it if you could refrain from such comments and focus on presenting your points in a calm and factual way.

Thank you for your understanding.

Dear 2UP Casino,

Thank you for your response. I have double-checked my inbox (michal.k@casino.guru), including the spam/junk folder, but it appears that I have not yet received a response from you to my latest email.

I will resend my email to ensure there is no misunderstanding or issue with the delivery. I would appreciate it if you could review it and respond at your earliest convenience.

Thank you in advance for your cooperation.