Chancer Casino - Igrački račun je zatvoren bez razloga.

I was scammed by this site i had won a jackpot of 15000 euros and they have blocked me without any reason till now they are saying the account is in review and i have done nothing wrong ...dont deposit and loose the money even your deposited amount is not safe forget about winnnings

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Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Chancer Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Have you completed verification in the casino successfully?
• Have you made any previous withdrawals from the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

1. I was playing since 15 days . I have recently created the account

2.while i was trying to log in it shows account has been blocked

3.i played blackjack and lightning rouletto

4.yes . I have completed verification and my account is verified

5.yes . I have withdrawan almost 3000 euros from the casino previously

6. No i have not accumulated win

Thanks for your reply.

• Since when has your account been under review? When was it blocked?
• Were you accused of breaking any rules in the casino since your last reply?
• Has the investigation regarding your account been concluded since your last reply?

Please let me know.

My accont was under review from 16/09/2025 and it was blocked on the same day

No they have said nothing like that . I havent break any rules

The investigation is still going on its been 13 days now no proper response

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Chancer Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi all,

The player’s account was temporarily withheld following internal risk detection procedures. After a thorough review, the matter has been resolved and the account has since been re-enabled. The player is free to continue their gameplay as normal.

While we understand that such interruptions can be inconvenient, we are required to adhere to AML and compliance obligations to ensure a secure gaming environment for all players and to maintain the integrity of our licensing conditions.

Kind regards,

Chancer Casino Team

Hello,

The account was reopened but still the withdrawal is on hold there is no update on the withdrawal can you please check about the withdrawal issue no clue why they are delaying even after one day my account was reopened

Dear Chancer Casino, is there any restriction on player's withdrawals?

Hello,

I really dont understand whats happening they have reopened my account and said i can withdraw but even after 2 days my withdraw is not yet processed and again they are informing my account is under investigation . I dont understand what to believe

Hi all,

We can confirm there are no restrictions on the player's account. Regular gameplay checks are still in place for withdrawals and the player's most recent withdrawal request has been approved.

Kind regards,

The Chancer Team

Dear player, please, let us know if there is indeed no restrictions and how your withdrawals go!

Dear Sathvik,

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,
Pavel
Casino.Guru

We have reopened this complaint by the request form the player.

Dear Chancer Casino, the player claims to have won 70000 EUR, after which their e-mail ID was changed by the casino, and the account was closed. Could you, please, comment on this?

Hi Pavel,

Following the customer’s claim that their account was compromised, we conducted a full internal review. Our investigation confirmed that the account’s Registered Email Address was accessed and altered prior to any notification from the customer. All subsequent transactions and actions on the account occurred before the customer reported any concern.

Under our Terms and Conditions, the following clauses apply:

• Clause 5.3 – Security of the Registered Email Address

The customer is wholly responsible for maintaining control and security of their Registered Email Address. Any activity performed through this email is treated as authorised unless we receive prior notification of compromise. No such notification was received prior to the irregular activity.

• Clause 5.6 – Responsibility for All Account Activity Until Notification

The customer remains responsible for all account activity, including third-party access, until formal notice is provided. All activity in question occurred prior to any report from the customer.

During the review, significant irregularities and behaviour consistent with unauthorised or fraudulent use were identified. In such circumstances, the following Terms apply:

• Clause 6.3 – Suspension and Withholding of Funds

Where Terms are breached or significant security abnormalities are detected, the Company may suspend the account and withhold the entire balance.

• Clause 17 – Fraud, Dishonesty, or Criminal Activity

Where unauthorised or fraudulent activity is suspected, the Company is entitled to withhold all funds.

All decisions taken were fully supported by the Terms that were active at the time of the activity, and in accordance with our compliance and AML obligations. On this basis, the account was closed and the full balance was confiscated. The decision is final.

Dear Chancer Casino, could you, please, provide the timeframe of the account changes, withdrawal history and login history with IP addresses to my e-mail: [email protected]? We need it to make clear who exactly has made changes in the player's account and withdrew part of player's funds.

Hi Pavel,

Thank you for your message.

We must clarify that the information you requested including detailed login metadata, IP audit trails, device identifiers, and internal AML risk indicators, forms part of our regulated AML/CTF monitoring framework. Under Sections 11 and 15 of our AML & KYC Policy, this category of data is strictly confidential and may only be disclosed to our regulator or the Financial Intelligence Unit (FIU) when required by law.

CasinoGuru is a third-party review platform and is not an FIU, regulatory body, or legal authority. Therefore, we are not permitted to share AML-related forensic data or personal account-level security logs externally.

Our internal investigation, conducted in accordance with AML obligations and the Money Laundering (Prevention) Act 2005, confirmed:

• The account was accessed through authenticated sessions

• The Registered Email Address was changed prior to any report of compromise

• Multiple high-risk indicators were detected

• Clauses 5.3, 5.6, 6.3, and 17 of the Terms were correctly applied

Due to AML confidentiality, we cannot provide further case-level data beyond what has already been shared. The account decision remains final and compliant with our regulatory obligations.

Kind regards,

The Chancer Team

Dear Chancer Casino, I totally understand your concerns regarding the privacy of data. Keeping that in mind, I would like to assure you that no data we receive from any casino is shared to players unless permitted by the casino. Also, I must mention that, according to our procedures, if no supporting evidence is provided to prove casino's statement, we are forced to close the complaint as unresolved, which usually decreases the Safety Index of said casino. Please, let us know if you would be able to reconsider your position and provide requested documents.