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On September 15th, I registered at the casino and started playing. After I fully wagered, my account was blocked without any prior notice or explanation.

To find out why I was blocked, I opened a support chat. They asked for additional identification. I provided a selfie with my ID and received confirmation that it had been accepted.

Then they asked me for one of the following additional documents: a utility bill, a work permit, tax documents, or a lease agreement. I provided the utility bill for my actual residential address. The document was sent by September 26th.

Throughout the entire period after the documents were submitted, customer support maintained that the account was undergoing additional verification. No specific details or timeframes were provided.

The casino's latest message informed me that I had allegedly violated one of the platform's rules. Furthermore:

1 the nature of the alleged violation is not explained;

2 no evidence or factual justification is provided.

Thus, during the entire period after I provided all the documents, I was not provided with clear information about the status of the account, clear reasons for its blocking, or the nature of the alleged violation.

Below I will provide the correspondence and screenshots of the entire dialogue that took place on November 25, 2025.

Today

Guest created chat

Support Team: Hello. How may I help you?

09:20

You're speaking with Pitt

Hi, I would like to know why my account is blocked and you don't respond to my emails.

09:21

Pitt

I will certainly help you, but first let's get to know each other. Could you please tell me your name and the email you indicated in your profile?

09:21

k***************@gmail.com

09:21

Kims

09:21

Pitt

Thanks! Our website protects players' accounts data. I will be able to provide the information regarding the profile right after you send a selfie with your ID to the chat, Kims.

09:22

1 min

09:22

5847951750420171810.jpg

09:23

Pitt

Thank you for the selfie! Please, give me a couple of minutes to check the information regarding your account!

09:24

Pitt

Thank you for waiting! Your account was blocked according to the rule 5.3.

09:26

Pitt

By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any of your information changes, you must update it promptly on your own initiative. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions, including bonuses and winnings, and/or the closure of your account.

09:26

Please explain what the problem is.

09:27

Pitt

You have violated rule 5.3 and your account has been blocked, Kims.

09:29

Pitt

Are you still with me?

09:31

yes 1 min

09:31

Pitt

I will be here in case you need my assistance.

09:32

I want you to explain to me at what point I provided incorrect information why you decided that this was a violation.

09:32

Pitt

Please, give me a couple of minutes to get the answer for your question, Kims.

09:34

Pitt

Still checking! I'll come back in a couple of minutes. Please kindly wait a bit more.

09:36

ok

09:37

Pitt

Thank you so much for your efforts! You are responsible for maintaining accurate and current account information. Failure to do so may lead to restricted access, forfeited transactions and winnings, or account blocking.

09:38

Pitt

That's why your account was blocked.

09:40

I still don't understand why my account is blocked. Please explain it more clearly and tell me specifically what the problem is

09:42

Pitt

Your account has been blocked in accordance with rule 5.3, Kims.

15 сентября я зарегистрировался в казино и приступил к игре. После полного отыгрыша вейджера мой аккаунт был заблокирован без каких-либо предварительных уведомлений или объяснений.

Для выяснения причин блокировки я открыл чат службы поддержки. Сотрудники запросили прохождение дополнительной идентификации. Я предоставил селфи с документом, удостоверяющим личность, после чего получил подтверждение, что данный документ принят.

Затем от меня потребовали один из дополнительных документов: счёт за коммунальные услуги, разрешение на работу, налоговые документы или договор аренды. Я предоставил счёт за коммунальные услуги по адресу моего фактического проживания. Документ был отправлен до 26 сентября.

На протяжении всего периода после предоставления документов служба поддержки отвечала, что аккаунт находится на дополнительной проверке. Никакой конкретики или сроков не сообщалось.

В последнем сообщении от казино мне сообщили, что я якобы нарушил один из правил платформы. При этом:

1 не разъяснена суть предполагаемого нарушения;

2 не предоставлено никаких доказательств или фактических обоснований.

Таким образом, в течение всего периода после предоставления всех документов мне не была предоставлена чёткая информация о статусе аккаунта, внятных причинах его блокировки или сути заявленного нарушения.

Ниже я предоставлю переписку и скриншоты всего диалого который был 25.11.2025

Today

Guest created chat

Support Team: Hello. How may I help you?

09:20

You're speaking with Pitt

Hi, I would like to know why my account is blocked and you don't respond to my emails.

09:21

Pitt

I will certainly help you, but first let's get to know each other. Could you please tell me your name and the email you indicated in your profile?

09:21

k***************@gmail.com

09:21

Kims

09:21

Pitt

Thanks! Our website protects players’ accounts data. I will be able to provide the information regarding the profile right after you send a selfie with your ID to the chat, Kims.

09:22

1 min

09:22

5847951750420171810.jpg

09:23

Pitt

Thank you for the selfie! Please, give me a couple of minutes to check the information regarding your account!

09:24

Pitt

Thank you for waiting! Your account was blocked according to the rule 5.3.

09:26

Pitt

By signing up on the Website, you agree to provide accurate, complete, and reliable information about yourself. If any of your information changes, you must update it promptly on your own initiative. Failure to comply with this requirement may lead to restrictions, non-fulfilment of transactions, including bonuses and winnings, and/or the closure of your account.

09:26

Please explain what the problem is.

09:27

Pitt

You have violated rule 5.3 and your account has been blocked, Kims.

09:29

Pitt

Are you still with me?

09:31

yes 1 min

09:31

Pitt

I will be here in case you need my assistance.

09:32

I want you to explain to me in what point I provided incorrect information why you decided that this was a violation.

09:32

Pitt

Please, give me a couple of minutes to get the answer for your question, Kims.

09:34

Pitt

Still checking! I'll come back in a couple of minutes. Please kindly wait a bit more.

09:36

ok

09:37

Pitt

Thank you so much for your efforts! You are responsible for maintaining accurate and current account information. Failure to do so may lead to restricted access, forfeited transactions and winnings, or account blocking.

09:38

Pitt

That's why your account was blocked.

09:40

I still don't understand why my account is blocked. Please explain it more clearly and tell me specifically what the problem is

09:42

Pitt

Your account has been blocked in accordance with rule 5.3, Kims.

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 Kims,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

1 I clearly remember playing three slots:

Golden Fish Tank

DrDolittle

Fortune of Giza

2 I uploaded only one photo in the verification section on the website, and after that my account was blocked - I did not have time to add more photos.

3 I also activated the 150% bonus and wagered it in full.

1 Я точно помню, что играл в три слота:

Golden Fish Tank

DrDolittle

Fortune of Giza

2 Я загрузил только одно фото в разделе верификации на сайте, и после этого мой аккаунт был заблокирован — я не успел добавить дополнительные фотографии.

3 Также я активировал бонус 150% и полностью его отыграл.

Dear Kims,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected] apart from what you have already shared? This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina