FS Casino - Pelaajan tili on suljettu.

Hello,

I understand that you have decided to block my account, and I accept that decision. I am not disputing the account closure and I understand that I may remain permanently blocked.

However, I still have €60 remaining in my account balance. I am only requesting the return of my remaining funds. I am not asking for the account to be restored — only for my deposited balance to be refunded back to my original payment method.

Please process the refund of my remaining balance.

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.

Hello,

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?
• Could you please confirm when did you lose access to your account?

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,

Attila

Hello,

Thank you for your response.

Here are my answers:

• I mainly played Live Casino games.

• No, my account was not verified before it was blocked.

• The remaining €60 in my account is my own deposited money and is not related to any bonus or bonus winnings.

• I lost access to my account on 2026-06-15

I would like to emphasize again that I am not requesting the reopening of my account. I only ask for the return of the remaining €60 balance to my original payment method.

Thank you for your assistance. I look forward to your reply.

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 screenshots here.

Thank you for your patience and cooperation.

Hello, I have sent you an email.

Thank you for your response. I would like to kindly inform you that you are currently corresponding with Casino Guru, not FS Casino. The communication you forwarded includes screenshots of this thread, rather than your correspondence with the casino's customer support. In order for us to effectively review the issue, please forward the communication between you and the casino. Thank you for your cooperation.

hello guru casino

where I corresponded with fs casino that conversation is no longer there

Thank you for your response. Have you tried contacting the casino customer support via email to ask about the reason why your account was blocked?

Hello, I have already contacted the casino by email. They informed me that my account will not be unblocked. Could you please advise what further steps I can take in this situation? I would appreciate your assistance. Thank you.

Thank you for your response. Could you please forward your email correspondence with the casino to attila.g@casino.guru?

Sent

Thank you for your response. According to the available information, the casino accused you of providing someone else's documents. Could you please confirm whether you are aware of any potentially incorrect documentation submitted for the KYC verification?

Additionally, could you please forward all documents you provided to the casino for verification?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I accidentally uploaded the wrong passport document. I didn't notice the mistake at the time, and afterward there was no option to delete it or replace it with the correct document.

Thank you for your response. I would greatly appreciate it if you could clarify. Have you submitted a passport that belongs to another individual, or have you submitted an incorrect type of document?

Thank you in advance for your reply.

Yes, I presented a passport belonging to another

Thank you for your response. I am sorry to inform you that we are unable to provide further assistance regarding this complaint. Please understand that submitting documents that belong to another individual is strictly against the casino's terms and conditions:

6.4. If any of the information that you provide to us is untrue, inaccurate, misleading or otherwise incomplete, you will be in breach of contract and we reserve the right to terminate your account immediately and prevent you from using the services, in addition to any other action that we may choose to take.

For future reference, I strongly recommend always filling out all of the information during registration truthfully and ensuring that you submit the correct documents that belong to you to prevent similar issues.

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