Atefia Casino - Das Spielerkonto wurde geschlossen.

So, my case

I withdrew 300 euros. After 6 days, I asked when I would receive my payout and received the answer "verification." I said okay, uploaded it immediately, and today, after 4 days, I asked when my documents and payout would finally be processed. The chat representative said up to 10 days, to which I replied "c".

I turned on Casinoguru and, poof, 10 minutes later I was blocked. I can't log in anymore. I asked in the chat and the answer was that my account needed to be verified. Simply ridiculous. The best thing to do is shut the casino down immediately.

So mein Fall

Habe 300 Euro Ausgezahlt nach 6 Tagen gefragt wann ich meine Auszahlung bekomme dann bekomme ich die Antwort Verifizierung ich sagte okay gleich hochgeladen und heute nach 4 Tagen gefragt wann endlich meine Dokumete und meine Auszahlung bearbeitet wird sagte man im Chat bis zu 10 Tagen darauf habe ich geantwortet c

Das ich nun Casinoguru einschalten u d schwupp 10min Später bin ich gesperrt worden kann ich nicht mehr einloggen ich im Chat gefragt und die antwort war mein Konto muss gesprüft werden einfach nur lächerlich am besten sofort schließen das Casino

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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.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you didn't receive any confirmation regarding successful verification before you lost access to your account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello

1 Various Games Jackpot Etc

2. No, I didn't receive any confirmation and can no longer log in. See attachment.

3. Winnings were achieved without a bonus

4 Chat couldn't tell me anything specific and forwarded my case to the department.

Allegedly !!

Hallo

1 Verschiedene Spiele Jackpot Ect

2 nein keine Bestätigung erhalten kann mich auch nicht mehr einloggen siehe Anhang

3 Gewinn wurde ohne Bonus erspielt

4 Chat kann mir nix genaues sagen hat mein Fall an die Abteilung weitergegen

Angeblich !!

Thank you very much for your reply, Mutschi. When exactly was your account closed?

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, exactly 5 days ago on July 18th.

And the chat histories

Hallo genau vor 5 Tagen am 18.07

Und die Chatverläufe

Today's chat history

Der Chatverlauf von heute

?

Dear Mutschi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Mutschi,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Atefia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Atefia Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Mutschi,

I would like to provide you with a quick update.

The casino representative has contacted us by email and informed us that they are currently unable to access this complaint through their Casino Guru account. I will address this access issue with them so that they can properly join the complaint and provide their explanation regarding the account closure and confiscation.

I have therefore extended the timer for now, and I will update you as soon as I have further information.

Thank you for your patience and understanding.

Dear Samuel,

Thank you for reopening the complaint and for extending the timer to give us the opportunity to respond.

We can now confirm that we are able to access and view this complaint on our end. We will review the details of the player's case internally and get back to you with our findings and explanation as soon as possible.

Thank you for your patience and understanding.

Best regards,

Atefia Casino

Dear Atefia Casino,

Thank you for the update. That’s perfectly fine.

I’ll wait for your internal review and response regarding the player’s case.

Thank you for your cooperation.