FS Casino - Das Spielerkonto wurde ohne Angabe von Gründen gesperrt.

Good day

FS Casino suddenly blocked my account under the false accusation of 'multiple accounts' while I was completing a bonus rollover. I registered just two weeks ago using a single device and my home internet connection in Mexico. The casino has deleted my transaction history and balances from the app interface, but I have full financial traceability on the blockchain: the funds left my Mexican bank, went to my regulated exchange (Bitso), and from there directly to the casino in Litecoin (LTC). I have attached the hashes and screenshots. I demand a manual review of my access IPs and that I be allowed to complete the Know Your Customer (KYC) verification process to prove that I am a single, legitimate user.

It's worth mentioning that the reason I'm only now requesting your support is due to a lack of time because of my work and family. Also, since the incident, I emailed FS Casino's support team and only received a response a few days ago. I then sent another email, but haven't received any further replies.

I have attached proof of my official identification and transactions from my cryptocurrency wallet to the casino and vice versa.

"I CAN'T BELIEVE THE CASINO HAS COME UP WITH THIS ISSUE AFTER I'VE ALREADY COMPLETED MY ACCOUNT VERIFICATION PROCESS WITH THEM AND I'VE STILL MADE TRANSACTIONS FROM MY WALLET ACCOUNT TO BOTH PARTIES"

I REQUEST AGAIN YOUR SUPPORT IN GETTING MY ACCESS FROM THE CASINO, AND IF NECESSARY, I AM READY TO DO AN IN-PERSON VERIFICATION.

Buen día

El casino FS Casino bloqueó mi cuenta de forma repentina bajo la falsa acusación de 'multicuenta' mientras completaba el rollover de un bono. Me registré hace solo 2 semanas usando un único dispositivo y mi red de internet residencial en México. El casino ha borrado mi historial y saldos de la interfaz de la app, pero cuento con la trazabilidad financiera completa en la blockchain: los fondos salieron de mi banco mexicano a mi exchange regulado (Bitso) y de ahí directo al casino en Litecoin (LTC). Adjunto los hashes y capturas. Exijo una revisión manual de mis IPs de acceso y que se me permita completar el proceso de verificación de identidad (KYC) para demostrar que soy un usuario único y legítimo.

Cabe mencionar que si hasta ahora recurro al solicitar apoyo por parte de ustedes es por temas de falta de tiempo por mi trabajo, mi familia y porque desde que sucedió lo ocurrido envie correo al soporte se ayuda de fs casino y hace apenas hace unos dias me contestó y lo cual volví a enviar una respuesta lo cual ya no recibí ninguna respuesta de parte de ellos

Adjunto pruebas de mi identificación oficial y movimientos desde billetera de criptomonedas hacia el casino y viceversa.

"NO PUEDO CREER QUE EL CASINO ME HAYA SALIDO CON ESTE TEMA HABIENDO YA PASADO EL PROCESO DE MI VERIFICACIÓN EN LA CUENTA CON ELLOS Y AUN ASI HABIENDO REALIZADO TRANSACCIONES DESDE MI CUENTA DE BILLETERA HACIA AMBAS PARTES"

PIDO NUEVAMENTE EL APOYO PARA QUE EL CASINO ME HABILITE MI ACCESO Y SI ES NECESARIO UNA VERIFICACIÓN REAL EN PERSOBA ESTOY EN LA MEJOR DISPOSICIÓN DE HACERLA.

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 Chanty_10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Chanty_10,

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.

Send a reply to the email address provided. jean.s@casino.guru

Envíe una respuesta al correo jean.s@casino.guru

Hello

Returning to and answering the questions you sent me, I'll tell you;

I spend most of my time away from home and use mobile data, and at home my wife and children do not have a casino account.

My verification was approved after I created my account and attached my documents: INE (National Electoral Institute ID), bank statement, and selfie holding my INE, which was approved by the casino.

The date I opened the account was one month ago, to be exact, 11/06/2026

Hola

Retomando y respondiendo alas preguntas que me enviaras te comento;

La mayor parte del tiempo la paso fuera de casa y ocupo datos móviles, y en casa mi esposa e hijos no cuentan con cuenta en el casino .

Mi verificación fue aprobada después de crear mi cuenta adjunte mis documentos INE, COMPROBANTE BANCARIO,SELFIE SPSTENIENDO MI INE, lo cuál fue aprobado por casino.

La fecha la cual apeture la cuenta fue hace un mes para ser exacto 11/06/2026

We have received your email.

When was your account blocked?

Please share the casino's message regarding accusations of 'multiple accounts'? Send emails or chat transcripts to my email at jean.s@casino.guru.