Cobra Casino - Pelaajan tili on suljettu.

Closed my account without reason have been trying since last week to get my withdrawal. Every time I ask them they say it's been sent to the relative department.

Dear Haramali12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account closure and withdrawal issues.

To better assist you, could you please provide more details on the following:

• Have you received any email or message from the casino regarding the closure of your account?
• Could you please specify if you passed the full KYC verification, or at least submitted any identity documents to the casino?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

No I didn’t receive any communication just when I tried to log in it said deactivated when I reached out to them they said After a comprehensive review of your account, we regret to inform you that your account has been permanently closed in accordance with our internal policies. This decision is based on administrative considerations to ensure compliance with our operational standards and policies. I submitted all the documents for verification even a photo of myself holding my id. When I ask what does that mean they won’t tell me a reason: I’ve sent numerous emails they asked me to submit my bitcoin wallet for a refund which I did last week and every time I inquire about it they just say Our team is currently reviewing the request in coordination with the relevant department.

Please rest assured that we are monitoring the progress closely, and we will contact you as soon as we receive any updates regarding the status of your refund.

We appreciate your patience and understanding in the meantime.

I’ve been emailing for and chatting for the past couple days they keep saying it will be processed very soon but it never is it’s extremely frustrating. It shouldn’t take almost 2 weeks to get a refund.

Now they are refusing to pay out and said they will only refund my deposit. I asked why and they said due to administrative decision only the deposit will be paid.

Thank you for your responses. Please answer the questions I asked you in my previous message:

• Could you please specify if you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play?

Also, kindly forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru.

It didn’t say if I Passed all verification I submitted everything they asked me to. I’ve never withdrawn before this is my first time and I played a game called Moneyfest

Thank you very much, Haramali12, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

They have only refunded me the $200 I initially deposited when I asked about the full $3000 they said due to an administrative decision only the amount paid will be refunded when I ask them to clarify what that means they say we can’t explain anything further.

If you need screenshots of emails I have them

Dear Haramali12,

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

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

Dear Cobra Casino,

Can you please provide more information on why the player's winnings have been confiscated and only their deposit was refunded? If this action was taken based on a possible rule violation, kindly provide me with any evidence of this at michal.k@casino.guru

Hello Casino Guru, dear customer,

Please allow us some time to investigate the case, and we will provide information immediately.

In the meantime, I will contact you at michal.k@casino.guru and provide all the information needed.

Thanks in advance!

Sincerely,

Liz @ Head of VIP Cobra casino

Hello any update?

Dear Liz / Cobra casino team,

Thank you for your email. I have responded back with some additional queries and am awaiting your response.

Dear Haramali12,

Please forward me all the documents you have previously submitted to the casino for the KYC process at michal.k@casino.guru

Additionally, can you please confirm whether any of your family members or friends have an account at Cobra Casino? If they do, do you all enjoy playing the same games? Furthermore, could you share which games you typically play and the reasons behind your choices?

Yes my daughter we usually go to the casino together in person. She played on cobra casino but didn’t win anything and other casino’s and told me about the game money fest as she had luck with it before and won a couple hundred bucks at other casinos so I decided to give it a try.

Dear Haramali12,

Thank you for your response. In order to assist you effectively, please forward me all the documents you have previously submitted to the casino for the KYC process at michal.k@casino.guru

I have sent the documents

Dear Haramali12,

Thank you for your email containing the evidence. I have replied with a few additional questions and am looking forward to your response.

Dear Liz / Cobra casino team,

Thank you for your email with the necessary information and evidence.

Dear Haramali12,

Following a comprehensive review of the information and evidence provided, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, original documents in the player’s name. Unfortunately, in this instance, the casino's security team found, and I have confirmed this after our review, that some of the documents provided appeared to have been altered or tampered with. Such discrepancies are a serious violation of casino policies and are strictly prohibited. It is a fundamental rule in every casino that every player must provide valid, genuine documents held solely in their name without any alteration, tampering, or editing.

Your failure to meet the KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru