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My account was closed without explanation three days after my withdrawal was approved, and I have not received my funds.

I deposited 300.5 EUR via cryptocurrency on 12 February 2026. When I attempted to withdraw, the casino requested proof of deposit. I submitted multiple screenshots showing the transaction hash, amount, and date — which is the standard proof available for crypto transactions, as no name appears on blockchain records. After weeks of back-and-forth (4 March to 25 March), my documents were finally approved on 25 March 2026 and I was instructed to submit a withdrawal request through the cashier.

Three days later, on 28 March 2026, I received an email stating my account had been closed "per administrative decision" with no reason given and no prior notice. The casino stated this decision is final.

The timing is not a coincidence. My verification was approved, I was directed to submit a withdrawal, and then the account was immediately closed — preventing any payout. I have the full email thread documenting every step of this process.

I am requesting the return of my deposited funds and any balance in my account at the time of closure.

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Dear reid22001,

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.?
• Which verification documents have you already submitted 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 reid22001,

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