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I'd been having trouble withdrawing money for days. They kept asking for my information, which I sent, but I always ended up losing everything. After this happened several times, one day I decided to ask if I would finally be able to make withdrawals and deposit money. They said yes, so I deposited and won 40,000. But when I tried to withdraw, the same thing happened. They asked for a photo of my bank statement and a selfie, and then suddenly they told me they were going to close my account. So I sent an email complaining, but they haven't given me any answers.

Tenía días teniendo problemas para retirar y .e pedían datos y todo lo enviaba pero.siempre terminaba perdiendo todo después de varias veces que me pasaba así un día decidí preguntar si porfin ya iba a poder hacer retiros para depositar dinero me contestan que si y deposito y gano 40000 y al momento de querer cobrar me pasa lo.mismo me piden foto estado de cuenta y selfie y derepente me.dicen que me cerraran mi cuenta entonces mando correo reclamando y no me an dado respuestas

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.

Hello,

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 are able to 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 advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

The same day they asked me, I sent all the bank statements and photos, and they told me that I supposedly had several accounts.

El mismo día que me lo pidieron mande todo los estados de cuenta y las fotos y me salieron con que según tenia varias cuentas

Thank you for your response. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your reply.

Yes, everyone in my house plays

Si, en mi casa todos jugamos

Thank you for your response. Is there a possibility that you have accessed the casino from the same device? Additionally, have you used a shared payment method?

Thank you in advance for your reply.

We shared a device when someone's phone was running out of data, and that account was only used for withdrawals and deposits from my cards.

Si hemos compartido dispositivo cuando a alguno se le descargaba y en esa cuenta solo se le retiro y deposito de mis tarjetas

Dear Player,

Thank you for your reply and for clarifying the situation.

After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.

You have confirmed that:

• Multiple people from your household have an account at the same casino.
• The same device has been used to access these accounts.

From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting or bonus abuse, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device or funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.

While we understand that you and your family members share a household, and access the casino from the same mobile phone, this setup unfortunately creates exactly the type of situation that casinos classify as duplicate account usage. In such cases, casinos are generally within their rights to restrict or close accounts and confiscate winnings if their Terms and Conditions prohibit this behavior.

Given the circumstances and your own confirmation of a shared device, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.

We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, to prevent similar situations.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila