Brutal Casino - Pelaajan tili on suljettu ilman selvää syytä.

Brutal Casino requested all my documents. The finance team then verified my account.

My account however was locked. I was told it would be unlocked after verification.

However two days after KYC approval they accused me of INCREDIBLY vague breaches of T's & C's, supplied no evidence and have stolen the money.

They will not engage with me regarding what they have accused me of (The terms don't say anything specific).

This is all the communication I have with the casino now as everything else was chat.

Please help.

Dear stevenespie,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Brutal Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which documents have you provided for verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

TWO MONTHS

Which documents have you provided for verification?

EVERYTHING WAS VERIFIED AND AS PER EMAIL FROM THE CASINO ACCOUNT WAS VERIFIED. PASSPORT, SELFIE, PROOF OF ADDRESS.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Did you achieve your current balance with the help of a bonus? I BET ON SLOTS, NO BONUS.

Thank you very much, stevenespie, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Thanks

They have said their provided Evolution said I did collusion? I did not. I don’t even know what this is

Hello stevenespie,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Brutal Casino to join the conversation.

Dear Brutal Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

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 Stevenespie,

I have been informed by the casino team that your account has been flagged by their security due to concerns regarding opposite betting behavior. I have requested additional information and evidence to evaluate the matter further.

Yes they said this to me?

Something with evolution. I think they are claiming I bet say red on roulette whilst someone bet black? Or I bet red and black?

I certainly didn’t do this and not sure why you would?

i also played with my cash.

Thanks for keeping on with the complaint.

Dear Stevenespie,

Based on the information currently available, there appear to be indications of opposite betting behaviour involving multiple accounts from the same area as you, along with other similarities. However, as I have not yet received the additional details and supporting evidence previously requested from the casino team, I am unable to conduct a full and fair assessment of the situation at this time.

Without this critical information, I am not in a position to support the casino’s actions at this stage. I remain hopeful that the necessary documentation will be provided soon, allowing me to offer a more informed assessment in a timely manner.

Dear Brutal Casino,

I look forward to your prompt reply containing the requested information and evidence, which will enable me to evaluate the situation thoroughly.

What does this mean?

I live with my son but he does not have a brutal account

Dear Stevenespie,

As previously mentioned, the casino team has flagged your account due to opposite betting behaviour linked to multiple accounts originating from your area, along with other related similarities. However, despite my repeated requests, they have not provided the necessary information and evidence for us to independently assess the situation. As such, we are currently unable to support the casino’s actions.

Regrettably, the casino team has become unresponsive, preventing us from taking any further steps. Without sufficient evidence to review, we are unable to conduct an independent evaluation. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

Should you want to pursue your complaint further, you can submit a complaint to Antigua and Barbuda's Directorate of Offshore Gaming via email at complaints@antiguagaming.gov.ag. The Division of Gaming is the regulatory body under the Financial Services Regulatory Commission (FSRC). For more information about Antigua and Barbuda's Directorate of Offshore Gaming and some other possible contacts, please refer here: Financial Services Regulatory Commission.

In addition, I recommend checking our article with general information and instructions for processes regarding complaints submitted to regulators here: How to submit a complaint to a regulator | Casino Guru

Please let me know if and how FSRC responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru