Cobber Casino - Das Spielerkonto wurde wegen angeblicher Duplikate geschlossen.

Dear Casino Guru Team,

I made several deposits at this casino and ended up with around €5300. I wanted to withdraw €3000 and after some time contacted live support regarding verification.

At that moment, I was informed that I had another account and that the winnings would be withheld. My deposits of €285 were refunded, and the account was closed.

I'm quite certain I don't have another account here. I therefore requested further information about my other account, but this request was denied. I understand that if I did indeed have another account there in the past, this is obviously not possible. However, since I can't clarify this myself due to the lack of information, I wanted to politely ask the team for assistance.

Liebes Casino Guru Team,

ich habe bei diesem Casino einige Einzahlungen durchgeführt und stand am Ende bei rund 5300 Euro. Ich wollte 3000 Euro auszahlen lassen und habe nach einer Zeit beim Live Support wegen der Verifizierung nachgefragt.

In diesem Moment wurde mir mitgeteilt das ich einen weiteren Account hätte und die Gewinne einbehalten werden. Mir wurden die Einzahlungen in Höhe von 285 Euro erstattet und der Account geschlossen.

Ich bin mir eigentlich sicher das ich hier keinen weiteren Account habe. Ich hatte daher darum gebeten mir weitere Informationen zu meinem anderen Account zukommen zu lassen was aber abgelehnt wird. Mir ist klar, sollte ich dort wirklich in der Vergangenheit einen weiteren Account gehabt zu haben das dies natürlich nicht geht. Nachdem ich das aber nicht aufklären kann da ich keine Informationen erhalte wollte ich höflich das Team um Unterstützung bitten.

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 Vasrud,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation with your account closure and withheld winnings.

To understand the case better and determine the next steps, could you please clarify the following points?

• Have you ever registered or played at this casino before under a different email or device, even a long time ago?
• Were you using any bonuses while playing and winning the €5300?
• Was your current account fully verified before the closure, or did the verification process start only after the withdrawal request?

If you have any screenshots, emails, or chat transcripts with the casino, please feel free to forward them to petronela.k@casino.guru so we can review them in context.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Vasrud,

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,
Petronela
Casino.Guru