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My account got blocked while having 4500 in balance and I have no way of withdrawing it

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.

Could you please specify if you have made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Have you received any emails or notifications from the casino after your account was blocked?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I have made multiple successful withdrawals before.

I accumulated my winnings without a bonus.

I have passed the KYC verification. They have before asked for proof of address and identity card so they could identify me and my age. Recently they asked for a picture of my Identity card. Then they asked for a picture of me holding my identity card and my computer screen with the dialogue with the security department.

In the verification process security also asked me if I had any connection to another person I do loosely know (we went to the same school). I said I knew them.

*(When I asked the person in question about why the security would ask me about them they said they had made an account to a site called 1xbet which I think is run by the same company)

I placed bets on sports.

I received this email from them when my account got blocked

Good Day. We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of General Terms and Conditions of the Bookmaker Company:

Should the bettor commit fraud in respect to the bookmaker (such as the registration of multiple accounts, the use of automated betting software, arbitrage betting, if the betting account is not used for betting, the improper use of loyalty schemes, etc.), the bookmaker reserves the right to stop such fraudulent actions by:

- bet cancellation;

- closure of the customer’s account;

- filing a claim to a law-enforcement agency.

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company. Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal. All further questions concerning the case of blocking from your side will be ignored.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika