Casinolo Casino - Das Konto des Spielers wurde unerwartet geschlossen.

Good evening, playing at this casino with a deposit bonus, I managed to complete the required wagering and the money from the bonus balance became a real balance. So I made 3 withdrawals. Today, according to the casino's terms, the first one had to be completed and tomorrow the second. I tried in the morning to enter my account, which has been closed without receiving any notification about this. I contacted them in the chat (without logging into the account) and they told me that the account was closed without any other explanation. And that my withdrawals will be completed as soon as possible, which I do not believe. It is unthinkable to deposit your money somewhere and after you manage to make a good amount, they close your account without any explanation. Please intervene and help me because I have no more patience. I am waiting for an answer, thank you very much.

Καλησπέρα παίζοντας σε αυτό το καζίνο με κάποιο μπόνους κατάθεσης κατάφερα να ολοκληρώσω το απαιτούμενο τζιραρισμα και τα χρήματα από υπόλοιπο μπόνους να γίνουν πραγματικό υπόλοιπο . Έτσι έκανα 3 αναλήψεις . Σήμερα βάση όρων του καζίνο έπρεπε να ολοκληρωθεί η πρώτη και αύριο η δεύτερη. Προσπάθησα το πρωί να μπω στον λογαριασμό μου ο οποίος έχει κλείσει χωρίς να λάβω καμία ειδοποίηση για αυτό . Επικοινώνησα μαζί τους στο τσατ ( χωρίς να κάνω σύνδεση στον λογαριασμό) και μου είπαν ότι ο λογαριασμός έκλεισε χωρίς καμία άλλη εξήγηση. Και ότι η αναλήψεις μου θα ολοκληρωθούν το συντομότερο δυνατόν, πράγμα το οποίο δεν το πιστεύω. Είναι αδιανόητο το να κάνεις κατάθεση τα χρήματα σου κάπου και αφού καταφέρεις να βγάλεις ένα καλό πόσο να σου κλείνουν τον λογαριασμό χωρίς καμία εξήγηση. Σας παρακαλώ πολύ να επέμβετε και να με βοηθήσετε γιατί δεν έχω άλλη υπομονή. Περιμένω απάντηση σας ευχαριστώ πολύ.

Hello,

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

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

• Could you please advise how long you have been a player in the casino?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share your communication with the casino promising to process the payout? Send the communication to my email at tomas@casino.guru 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

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.

Good evening, the games I played were all slot machines, I have been registered at the casino for about half a year (maybe a little more), my details are all correct and the deposit was made with my own bank card. I am sending you the contact information with the casino by email.

Καλησπέρα σας , τα παιχνίδια που έπαιξα ήταν κουλοχέρη όλα , στο καζίνο είμαι εγγεγραμμένος περίπου μισό χρόνο ( μπορεί και λίγο παραπάνω) τα στοιχεία μου είναι όλο σωστά και η κατάθεση έγινε με την δική μου τραπεζική κάρτα . Σας στέλνω στο μέιλ την επικοινωνία με το καζίνο .

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), 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 there,

Thank you Nickbt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinolo Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Hello Nickbt,

Our sincere apologies for your experience.

Upon reviewing your account, we noticed that there is no pending withdrawal at the moment as all transactions are completed from our side.

If you have any further questions, please don’t hesitate to contact us. 

Thank you,

Casinolo Team

Thank you for the update Casinolo Casino representative.

Dear Nickbt, let us know if your issue has been resolved or if you require any further assistance. Thank you in advance for the confirmation!

Dear Nickbt,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.