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Hello! I withdraw my amount yesterday and today morning my account is blocked it is showing. I have send every possible document for KYC verification and when I am calling the customer care they are disconnecting my call and not unblocking me neither returning my amount.

please help!

Dear sharmavaibhav312,

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 how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello!

I registered for the account 2-3 days ago and then deposited around ₹45000 from which I played some amount and then withdraw ₹45000 from it.

I played Aviator mainly.

They have blocked my account and stopped any communication from their side.

Hi sharmavaibhav312,

If you deposited ₹45,000 and subsequently attempted to withdraw the same amount, could you please confirm whether you fulfilled the mandatory 1x wagering requirement of your real money deposit?

Please review the following terms for clarification:

5.6. As a prevention of money laundering, a deposit must be wagered at least once before a withdrawal can be made. Please note that if wagering requirements are in place, the wagering requirement needs to be respected before a withdrawal is requested.

Thank you.

Dear sharmavaibhav312,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.