Claps Casino - Pelaajien kotiutukset on peruttu.

Hi

I registered at CLAPS - 21 December 2025

I have completed KYC verification with a link. My account was verified.

I made first deposit approx. 9 LTC using welcome bonus and after winning withdraw 77 LTC.

So I made second deposit approx. 26 LTC  using welcome bonus and won 160 LTC.

Casino has sent me a link to upload document confirming my address, I immediately uploaded my bank statement with my name and address. 

After that I saw on my screen "Verification approved"

I made multiple withdrawal 40 LTC, 35 LTC and 30 LTC - all were canceled.

I asked live chat support what is the cancelation reason and finally 24 December I got answer that I breach website rules 9.13.

I attach four screenshots to this complaint - you can see my balance, withdrawal history, profile verification approval and also live chat with customer support.

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.

Stay safe.

Dear jakubzadrozny,

Thank you very much for submitting your complaint. I’m sorry to hear about the cancelled withdrawals and the difficulties you are facing with your account.

I have reviewed the screenshots and the casino’s message you shared, where they refer to rule 9.13 and state that you were allegedly part of a "group of linked accounts abusing the bonus system". Before we proceed, I would like to clarify a few points to understand the situation more accurately:

• Did the casino provide any specific evidence to support their claim that your account is linked to other users or involved in bonus abuse?
• Which games did you play during both deposit/bonus sessions (slot names or providers, if possible)?
• After completing KYC and seeing "Verification approved", did the casino request anything additional at any point?
• Have you ever used the same device, internet connection, or payment method as someone else who might have an account at this casino?

If you have further screenshots or communication that explains the accusation or why they believe rule 9.13 applies in your case, please upload them here or forward them directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

"Did the casino provide any specific evidence to support their claim that your account is linked to other users or involved in bonus abuse?"

NO. Claps Casino only removed balance.

"Which games did you play during both deposit/bonus sessions (slot names or providers, if possible)?"

I played BGAMING - Panda Luck and Big Atlantis Frenzy. 

I also player PRAGMATIC PLAY - Ultra Burn and Super 7s

"After completing KYC and seeing "Verification approved", did the casino request anything additional at any point?"

Yes , before first withdrawal casino request ID verification, and before second withdrawal casino request address verification - there was a form I need to fill in my address and upload document. I uploaded bank statement - and Claps Casino approved it.

"Have you ever used the same device, internet connection, or payment method as someone else who might have an account at this casino?"

No, because I play from my home, and only I have access to my computer and my crypto wallet.

"If you have further screenshots or communication that explains the accusation or why they believe rule 9.13 applies in your case"

No , i don't have

Dear jakubzadrozny,

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.

Hello there,

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

I would now like to ask Claps Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

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 jakubzadrozny,

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