Winum Casino - Pelaajan tili on suljettu.

I was playing my casino games and I was told to verify my account in the night, which was dark only for me to try to verify and I saw that they blocked me, no communication or reason

they didn’t even process one of my pending withdrawal of $1065

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 Adaosas,

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 can 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.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• 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 in advance for your reply.

Best regards

Petra

1. i sent my ID card (NIN), I sent the last one at 10/05/2026
2. yes, I provided all that is required
3. without any bonus

Thank you for your reply and for providing the previous details, Adaosas.

• When did you request the withdrawal?
• How did you receive the notification about the account verification?
• Could you provide any additional communication you had with the casino regarding your account blockage/verification? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

1. 10/05/2026
2. through email at night
3. 

Thank you for your reply and for providing the previous details, Adaosas.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Adaosas,

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.

The haven’t replied me, I had a fee communication with them

Dear Adaosas,

Thank you very much for your reply.

To help me understand the situation fully, could you please answer a few more questions?

• Which games did you mainly focus on – slots, live casino, sports betting, or other products?

• Could you describe your gambling activity in general and any events that may have occurred before your account was blocked?

Also, I am unable to see the full beginning of your conversation with the casino, particularly the part where the casino or security team appears to explain why they suspect fraudulent activity and why your account was restricted.

Could you please provide more details about the situation and, if possible, forward the initial message you received from the casino or security team? This information will help me better understand your case and assess it more accurately.

As soon as I receive this information, I will forward your case to my dedicated colleague for further review.

Thank you very much in advance for your reply.

I bet on sports casino, I do win casino games which I used to play sports especially during the premier league and when I wanted to make my first withdrawal they blocked it

Dear Adaosas,

Your description appears to reference sports betting. As a result, and since we do not have sufficient insight into the casino's internal investigation or the reasons behind its decision to block your account, we are unable to independently assess the findings or fairly evaluate the case.

We do not necessarily believe that your complaint is unjustified. However, without clear evidence regarding the nature of the activity on the account and the casino's reasons for taking action, we are not in a position to reach a reliable conclusion.

Unfortunately, after gathering all available information, we are forced to close this complaint. We are sorry that we were not able to assist you further in this matter. Please do not hesitate to contact us in the future if you encounter issues with this or any other casino. We will do our best to help.

Best Regards,

Petra