Owl.Games Casino - Pelaajan tilin käyttö on viivästynyt.

Hi, I can't wait that long. I passed their KYC more than 4 months ago and I can't access my account. They keep writing that they'll send a report about an error that occurred on my account. The KYC verification table is still showing up, even though I passed it successfully. Please help me convey this information to their director.

I can also send you all the correspondence with them

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play shortly before your account was blocked?
• Did you accumulate your winnings with or without a bonus?
• What was the real-money balance in your account at the time the casino blocked it?
• Have you made any successful withdrawals from this casino before?

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

I played various games.

I didnt use their bonus.

My actual balance was over $800. I dont remember exactly, as Ive been waiting since August for a response about unblocking. I successfully completed the KYC, but they always delay their response.

I didn't withdraw money from the casino.

I also sent you screenshots of my conversations with online support.

Thank you for your response. Please specify the types of games you played. Were they slots, live casino games, or did you place bets on sports only?

When was the last time the casino customer support communicated with you?

Can you please send me a screenshot of the error you see when you try logging into your casino account?

It seems like it was both slots and sports games, I spoke with the casino a couple of days ago, and they only gave me one answer: they'll send some error to their office for investigation. There hasn't been a response since August, so they're just sending out a template response.

I sent you two screenshots. KYC verification is required upon login, and it was successfully completed. But the main question is, why isn't the casino accepting my verification even though I've successfully completed KYC verification?

Dear petersonb

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.

Kind regards,

Veronika

Hello there,

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

I would now like to ask Owl.Games Casino for their help in resolving this complaint. We would like to ask for your help in accessing the player's account.

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 petersonb, I was informed by a casino representative that your account was restricted due to a standard procedure that requires further verification to continue. Because this involves sensitive security processes and account-specific information, the casino is unable to discuss further details publicly or through third-party forums. The representative has said that you are welcome to contact their live chat support directly, where the support team can provide a resolution for your issue. Please keep me updated about any new developments. Thank you in advance for your cooperation!

After a public complaint, they finally decided to transfer my case to their office. Six months later, they simply gave me my deposit without any winnings. Please note that the casino is behaving inappropriately.

Dear petersonb, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter