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My account was closed after I requested a withdrawal of 400€.

I created a second account because I lost access to my first one. I did not use any bonuses, promotions, or free spins. All funds were from my own deposits and legitimate gameplay.

The casino previously allowed deposits and withdrawals, but after requesting a larger withdrawal my account was blocked and the full balance was confiscated.

I contacted the casino including a formal complaint and received no response.

I understand duplicate accounts may violate terms, however there was no fraud and no bonus abuse. I am requesting either the withdrawal to be processed or at minimum the return of my deposited funds.

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Dear Player,

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 contacted customer support before opening your second account?

Could you please advise if you have passed the KYC verification on either of your accounts?

Have both accounts been created with the same email address?

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,

Attila

Dear Attila,

Thank you for your response.

I did not contact customer support before creating the second account. I had lost access to my first account and was unable to log in, so I created a new one to continue playing. I understand now that I should have contacted support first.

I completed the KYC verification only on the account that was later blocked (the one with the 400€ balance). This was also the only account where I successfully made withdrawals, including a previous withdrawal of approximately 50€, which was processed without issue.

The two accounts were registered with different email addresses because I no longer had proper access to the first account.

I would like to emphasize that I did not create multiple accounts to abuse bonuses or promotions. I did not use any bonuses on the second account. All funds were from my own deposits and legitimate gameplay.

Since the account was verified and previous withdrawals were approved, I kindly request that the remaining withdrawal of 400€ be processed or at least that my deposited funds be returned.

Thank you for your assistance.

Best regards,

[Redacted]

Dear Player,

Thank you for your response. Could you please clarify why was your original account blocked? Additionally, could you please confirm if the balance of 400€ was associated with your initial account?

Thank you for your cooperation.

Dear pedro1234,

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.

The €400 balance was from the last account I created. As far as I know, my first account was not blocked. I simply forgot the login information, and since I had not completed the KYC verification yet, I created a new account.

Dear player,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear pedro1234,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of pedro1234. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear pedro1234,

Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your cooperation.

Dear Attila,

Thank you for reopening the complaint.

I have attached screenshots of the email communication I sent to the casino regarding this issue. Unfortunately, I did not receive any response from them.

Please let me know if you require any further information.

Best regards,

[Redacted]

Dear Player, thank you very much for your response and for providing all the relevant information. I regret to inform you that we are unable to assist you further with this complaint. It is a standard policy across most online casinos that individuals should not open multiple accounts. I completely understand how frustrating it is that the casino allowed you to create a second account and deposit funds. However, it is ultimately the responsibility of each player to adhere to the terms and conditions set by the casino. In this case, both accounts were used to deposit funds and for gameplay. According to your messages, it appears you were aware of this rule but chose to open a second account without consulting customer support. For this reason, we are unable to assist you with this matter. I kindly recommend that you always open only one account at a casino and avoid any violations related to multiple accounts, as this can result in the confiscation of your funds.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila