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The casino has closed my account, accusing me of fraud for submitting falsified documents. They have seized my balance and have given me no chance to appeal.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casabet.io 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?
• How did you learn about your account being blocked?
• 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?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

The balance was made betting on sports. Does this mean we cannot continue?

Apologies for the confusion, but I just remembered the balance was played initially on sports but was most recently played on casino games, are we able to continue with this dispute?

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Thanks, Tomas. I have emailed you the correspondence between me and the casino

Hello bim900129,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and for the information provided.

Would you be able to forward the documents the casino flagged as forged to me for review?

Send them to my email at tomas@casino.guru

I apologize for the inconvenience.

I have sent you the document. Thanks Tomas

Dear bim900129,

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, Michal (michal.k@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,

Tomas

Hello bim900129,

It's Michal once more. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

In the meantime, please forward me your original, unaltered/unmodified bank statement from the appropriate period and the password to unlock the PDF file for an independent review at michal.k@casino.guru

We would like to invite Casabet.io Casino to join the conversation.

Dear Casabet.io Casino,

According to the player’s communication, the bank statement submitted as proof of address was adjusted solely to remove its password protection, without any changes to the content of the document itself.

If this was the only reason for its rejection, and the other documents provided by the player have met your verification requirements, it may be worth reconsidering the decision. In the interest of fairness and clarity, I would kindly suggest resetting the verification process and allowing the player to resubmit the original, unaltered bank statement covering the relevant period for your review.

If there are additional factors influencing this matter that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

I look forward to your timely response, and I hope we will be able to clarify the situation.

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 Michal,

We will send all the information about this case to your email address. If you need any clarification, we will be happy to answer your questions.

Best regards,

Casabet Casino Team

Dear Casbet Casino Team,

Thank you for your email. I have shared my thoughts in response and remain hopeful that we will be able to resolve this matter appropriately.

Dear Michal,

We have sent you an email with additional information. Please let us know if any further clarification is required.

Best regards,

Casabet Casino Team