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.

Good afternoon

On June 14, 2026, after making my second deposit, taking advantage of the 100% welcome bonus + 40 free spins, and playing the first 100% bonus and nearing the wagering requirement to activate the winnings from the free spins, the system logged me out of the account and denied me access. I'm sharing screenshots of some of the details. It's quite inconvenient and annoying, given how the casino treated me. Firstly, if I had managed multiple accounts, they wouldn't have allowed me to verify my information, much less make transactions. This is the first time I've opened an account at a casino outside my country, risking not having the necessary information for withdrawals, and then they pull this on me. And despite all that, the 24/7 customer service leaves much to be desired. One advisor says one thing, then when I contact them again, another says something else entirely.

Buenas tardes

El 14 /06/2026 , habiendo realizado Mi 2do. Depósito,aprovechando el bono de bienvenida del 100% + 40 giros gratis , jugando el primero bono del 100% y ya cerca de completar el requisito de apuesta, y así activar las ganancias de los giros gratis , el sistema me saco de la cuenta y ya no me permitió el acceso, te comparto las capturas de algunos datos , la verdad si es un poco incomodo y molesto, por la manera enque el casino actuo hacia mi persona , en primera desde el momento en el cual yo hubiese manejado múltiples cuentas no me hubiese permitido verificar mis datos, ni mucho menos hacer transacciones , es la primer vez que abro una cuenta en un casino que no es de mi país, arriesgando no tener detalles en retiros , y me salen con esto y apesar de eso la atención 24/7 deja mucho de que comentar, un asesor dice una cosa , después me vuelvo a contactar el otro dice otra en fin .

Thank you for providing your correspondence with the casino.

You mentioned that you visit your mom on the weekends. Does your mom have an account at the casino around the same time as you?

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.

Hi Jean

In response to your question, she also has a registered account with the casino, but as I mentioned before, she's a real person, and her information and everything else is completely separate from mine. In fact, due to work commitments, I'm away from my family for a few days. When I return, I'll visit her and ask if she's still playing at the casino. The only lesson I've learned from all this is to carefully consider the warnings and references of each casino before registering, and even more so before making a deposit. I'm truly angry about the casino's actions, the terrible 24/7 support, and the way they confiscate and keep the money that one deposits in trust.

I am immensely grateful for your support and hope the casino will acknowledge the part of insuring something that is not.

Hola Jean

Respondiéndote alo que me preguntas , ella también tiene una cuenta registrada con el casino, pero como anteriormente te comenté, es una persona física, real , sus datos y todo lo demás son muy independientes alos míos, de echo por compromisos de mi trabajo , Estoy ausente de mi familia por unos dias , en mi regreso ire a vistarla y le hare pregunta si sigue jugando en el casino ,lo único que si me queda como experiencia y lección en todo esto, es en tomar muy em cuenta las advertencia o referencias de cada casino antes de generar un registro en ella, y todavía mucho mas en realizar un deposito, la verdad si me da mucho coraje en la acción realizada por el casino , la pésima atención del soporte 24/7, y la manera de como confiscar y quedarse con el dinero que uno con confianza ingresa.

Agradezco inmensamente el apoyo por parte de ustedes y espero que el casino reconozca la Parte de asegurar algo que no lo es .

Dear Chanty_10,

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, Martina, (martina.b@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,

Jean

Dear Chanty_10,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FS Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Good afternoon, Casino Guru team and Chanty_10, 

We are writing to inform you that your account has been blocked in accordance with Rule 12.5 of our Terms and Conditions.

Under Rule 12.5, the Company reserves the right to terminate an account immediately and without prior notice if, for any reason, it decides to discontinue providing its services, either generally or specifically to a particular customer.

Please note that your account currently has a zero balance, and therefore no funds remain to be returned to you.

You are also prohibited from creating a new account or playing on our website. Any new account registered by you will be identified and blocked.

We understand that this may be disappointing, and we apologize for any inconvenience caused. However, the decision is final and has been made in accordance with our Terms and Conditions.

Thank you for your understanding.

Thank you FS Casino for the update!

Dear Chanty_10,

Can you please confirm, that there is no balance in your gamer´s account?

Thank you in advance.

Good night

Hi Martina

Believe me, because I've been so overwhelmed with work, I barely have time to check my email. I thank God first and foremost for having it, as it's a fundamental part of my family. I just wanted to thank Casino Guru, Aty, and your team for the support you've provided since I requested it. And, to refresh my memory a bit, I'd like to remind the FS Casino representative I had—I say "had" because before the incident, I had both my deposit balance and a bonus balance that the casino gave me as my first deposit, which was more than 50% away from being released so I could start releasing the winnings from the free spins they gave me as part of the deposit. But if the casino says no, well, they have total control over how to delete all the information on it, and if they say there isn't any and that they won't give it back to me, then don't give it back, keep it, I'll give it to them, I hope God multiplies it for them, because I only ask for health for myself and my family.

Once again, I am extremely grateful for your support, the trust you generate that allows us to express ourselves freely and also advocate for us. I say for us because besides me there are other people with different issues, but you are there to support them.

Buenas noches

Hola martina

Créeme que por lo saturado que eh estado en mi trabajo apenas y tengo tiempo de revisar mi correo pues gracias le doy primero a Dios por tenerlo ya que es parte fundamental de mi familia, solo quisiera darte las gracias a casino guru, aty y atu equipo de trabajo por el apoyo brindado desde el momento que lo solicite, y ala vez refrescandole un poquito la memoria al representante de fs casino que yo tenia , digo tenia porque antes del Suceso tenia tanto un saldo de mi deposito realizado y asu vez un saldo de bono que me otorgo el casino como primer deposito el cual llevaba mas de 50% para completar su liberación y comenzar a liberar las ganancias de giros gratis que me otorgo dentro del deposito. Pero si el casino dice Que no, pues ellos tienen el control control total de como borrar toda la información que se encuentre en el , y si ellos dicen que no lo hay y que no me lo devolverán pues que no me lo devuelvan que se lo queden se los regalo ojalá y Dios se los multiplique , porque yo solo le pido salud para mi y mi familia.

Nuevamente les agradezco enormemente su apoyo , la confianza que generan para poder expresarnos libremente y asi mismo abogar por nosotros, digo por nosotros porque aparte de mi hay otras personas con diferentes temas pero ustedes están ahy para apoyarlos.

Thank you Chanty_10, I truly appreciate it!

I am closing the complaint as reject.

I’m sorry we couldn’t assist you further. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.