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I encountered a shameful situation today. Since yesterday, September 14, 2025, I've managed to win almost 9,000 PLN (deposit was 300 PLN). Today, I requested a withdrawal of my funds (allowed 5,000 PLN). Unfortunately, I won't receive it because the casino decided to block my account. I received an email stating that it was due to a multi-account account. I would like to emphasize that I am the only person with an account on this platform at my home address and internet IP address. I am asking for help in this matter.

Dear turosk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please clarify the following:

• Have you already completed the KYC verification process?
• Have you made any successful withdrawals from this casino before?
• Have you ever shared your phone, computer, or other devices used for playing at this casino with other people so they could log into their own casino accounts?
• Have you accessed your casino account from a shared device or one that doesn’t belong to you?
• Have you used a VPN or IP-masking software to alter your location while accessing the casino website?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Thank you for your interest!

-KYC verification and verification of the deposit's identity with the account owner have been successfully completed.

-This was my first withdrawal.

-My phone (the only one I used while playing at this casino).

-Access to the account was exclusively from my personal device (an iPhone 12 Pro).

-I did not use a VPN; I only had my IP address hidden from trackers in my Safari browser (I wasn't even aware I had this enabled in my settings).

I can prove everything in my favor, as I was honest in every action related to this casino. Please guide the casino on how to prove my innocence.

This is the email I received yesterday after my account was blocked and my winnings were misappropriated.

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without an active bonus?

Dear turosk,

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 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