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I hereby submit a complaint regarding the handling of my casino account.

Several of my withdrawal requests were rejected without explanation. As a result, I was unable to access my winnings or balance for an extended period and suffered further losses, as I was forced to continue playing or was unable to make a withdrawal.

My account was immediately blocked on my last attempt to withdraw 40 euros.

I then contacted customer support, as I considered this an unlawful and incomprehensible procedure. However, my inquiry in the live chat was ignored or not answered.

At no point was I given a concrete reason for the refusal of the payments or the account freeze. Likewise, I was not offered any opportunity to clarify the matter or to provide a statement.

I request CasinoGuru to review this case, particularly with regard to:

-repeated refusal of payments without explanation

-the sudden account suspension after a withdrawal attempt

-the lack of communication and response from customer support

Ich reiche hiermit eine Beschwerde bezüglich der Bearbeitung meines Casino-Kontos ein.

Mehrere meiner Auszahlungsanfragen wurden ohne Angabe von Gründen abgelehnt. Dadurch konnte ich über einen längeren Zeitraum nicht über meine Gewinne bzw. mein Guthaben verfügen und habe weitere Verluste erlitten, da ich gezwungen war, weiterzuspielen bzw. keine Auszahlung durchführen konnte.

Beim letzten Versuch, einen Betrag von 40 Euro auszuzahlen, wurde mein Konto unmittelbar gesperrt.

Daraufhin habe ich den Kundensupport kontaktiert, da ich dies als unrechtmäßige bzw. nicht nachvollziehbare Vorgehensweise ansah. Meine Anfrage im Live-Chat wurde jedoch ignoriert bzw. nicht beantwortet.

Es wurde mir zu keinem Zeitpunkt eine konkrete Begründung für die Ablehnung der Auszahlungen oder die Kontosperrung gegeben. Ebenso wurde mir keine Möglichkeit zur Klärung oder Stellungnahme angeboten.

Ich bitte CasinoGuru um eine Prüfung dieses Falls, insbesondere im Hinblick auf:

-die wiederholte Ablehnung von Auszahlungen ohne Begründung

-die plötzliche Kontosperrung nach einem Auszahlungsversuch

-die fehlende Kommunikation und Reaktion des Kundensupports

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 PK3112,

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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Dear PK3112,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru