Sunmaker Casino - Pelaajan tili on estetty.

Account blocked due to new address. No payout. Winnings from October 3, 2025.

Konto gesperrt, da neue Adresse. Wird nicht ausgezahlt. Gewinn vom 3.10.25.

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.

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 had verified your previous address at this casino before?
• When exactly did you change your address of residence?
• Do you have any documents proving that you lived at the address stated in your casino profile, as well as any documents confirming your new address?
• Have you submitted any document to the casino showing your new address that differs from the one in your casino profile?

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

All documents were sent for review. Then I was asked why there was a new address on the document. Of course, because I had moved. But I had moved a long time ago. I didn't know I had to provide the address.

Alle dokumente wurden zur prüfung zugesendet. Dann wurde ich gefragt warum eine neue adresse auf dem dokument ist. Na klar weil ich umgezogen bin. Aber schon lange. Ich wusste nicht das ich die adresse mitteilen muss.

Old address can also be traced...

Alte adresse kann auch nachverfolgt werden...

Thank you for your reply. Could you please confirm whether you have provided the casino with any official, government-issued documents or utility bills showing that you previously lived at your old address and have since moved? Have you also informed the casino about your change of permanent address?

Please forward me all communication between you and the casino’s customer support regarding the verification of your addresses to veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Maryann1979,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.