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On January 12, 2026, I tried to withdraw funds, only to be surprised when they asked for my card again. I had already sent it a few days prior; my physical card is registered to a specific person but doesn't have a number, which is why my account was blocked. I then contacted customer service via chat and they told me to request a certificate for both the physical and virtual cards, removing the four middle digits. This certificate was sent on the same day, January 12 (at my own expense, having to pay for the certificate I requested from the bank).

Today, January 27, 2026, my account is still blocked, and the daily response from customer service is the following : "We inform you that your account is suspended as a precautionary measure, due to an investigation by the Fraud team. As soon as the investigation is completed, we will contact you to give you more details and inform you about the resolution."

My account remains locked and I can't do anything, even though my funds are still there.

El pasado día 12/01/2026 quise realizar una retirada de fondos, con la sorpresa que me solicitan de nuevo la tarjeta. Días atrás ya la envié, mi tarjeta física es nominativa sin número y a consecuencia de eso me bloquearon la cuenta. Seguidamente hable con el chat y me dijeron que solicitara un certificado de la tarjeta y la tarjeta virtual tachando los 4 dígitos del medio y el mismo día 12 fue enviada (asumiendo el coste del certificado que solicité al banco).

Hoy 27/01/2026 siguen con mi cuenta bloqueada y la contestación diariamente por parte del atención al cliente es la siguiente "Te informamos que tu cuenta se encuentra suspendida de manera cautelar, debido a una investigación del equipo de Fraude. En cuanto la investigación finalice, te contactaremos para darte más detalles al respecto y te informaremos sobre la resolución".

Mi cuenta sigue bloqueada sin poder hacer nada, con mis fondos reflejados en la misma.

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 Ensona, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Have you received any communication indicating the status of your latest document submission? Additionally, could you please forward your correspondence with the casino? You can reach me via email at attila.g@casino.guru, or attach screenshots here.

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, 

Attila

Good morning,

Communication has always been through chat operators and always with the response that I put between " " in the first information that I send you in writing.

There is an email that says the following: We are informing you that your account has been suspended as a precautionary measure due to an investigation by the Fraud department. As soon as the investigation is complete, we will contact you with more details and inform you of the resolution. We apologize in advance for any inconvenience this may cause.

This email is because I sent a photo of my physical card, which doesn't have a serial number since it only has my name and surname on it, and I noted this. Afterward, I contacted the chat support, and they told me to send a card certificate and a screenshot of the virtual card with the middle four digits crossed out, which I did. After all this, my account was completely blocked on January 12, 2026, and it remains so today. I just contacted the chat support, and the response was: "I have just escalated the case again to the relevant team to expedite it. As soon as we receive a response, we will forward it to you."

Buenos días,

La comunicación ha sido siempre a través de teleoperadores de chat y siempre con la respuesta que pongo entre " " en la primera información que os envío por escrito.

Hay un email que dice lo siguiente: Te informamos que tu cuenta se encuentra suspendida de manera cautelar, debido a una investigación del departamento de Fraude. En cuanto la investigación finalice, te contactaremos para darte más detalles al respecto y te informaremos sobre la resolución. Te pedimos, de antemano, disculpas por las molestias que esto te pueda causar.

Este mail se debe a que envié foto de mi tarjeta física que no tiene numeración ya que solo contenía nombre y apellidos y se lo hice constar, seguidamente me puse en contacto con el chat y me dijeron que enviara certificado de tarjeta y captura de la tarjeta virtual tachando los 4 dígitos del medio y eso hice. Tras todo esto mi cuenta ya estaba totalmente bloqueada desde el 12/01/2026 y a día de hoy sigue igual. Acabo de ponerme en contacto con el chat y la contestación es: Acabo de volver a escalar el caso al equipo correspondiente para que agilicen el caso. Tan pronto como recibamos respuesta, te la haremos llegar.

Dear Ensona, thank you for your response. In order for us to better evaluate the issue, could you please forward your correspondence with the casino via email? You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

Dear Ensona,

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,
Attila
Casino.Guru