Ile de Casino - Das Spielerkonto wurde dauerhaft geschlossen.

Good morning

The casino asked me for verification

I sent everything

Then they announced a permanent closure, with no appeal and no possibility of getting my money back.

I deposited 1700, lost 200, and they blocked 1500; it wasn't even a profit.

Bonjour

Le casino m'a demandé vérification

J'ai tout envoyer

Puis ils m'ont annoncer une fermeture définitive sans appel et sans possibilité de récupérer mon argent

J'avais déposer 1700 j'ai perdu 200 et ils m'ont bloquer 1500, ce n'était même pas un gain

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 negative experience with Ile de Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• 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)
• Did you achieve your current balance with the help of a bonus?
• Have you made a single deposit, or have you made multiple deposits to the casino? Which payment method did you use for deposits?
• Could you please share with me your communication with the casino regarding the closure of your account and the verification requirements? Send emails or chat transcripts to my email at [email protected], 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

Dear Sami.h,

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.

Good morning

I've been a customer since 2022. The money that's blocked isn't from winnings or bonuses. I deposited 1700, played, and lost 200.

They asked for my bank statement, which I sent, then my account was blocked and I haven't received a response since.

The money came from a bank card deposit and I made no profit; all the remaining funds came from the deposit.

Bonjour

Je suis client depuis 2022 , l'argent bloque n'est pas issue ni de gain ni de bonus j'avais poser 1700 j'ai jouer et perdu 200

Ils mont demande mon relevé bancaire j'ai envoyé puis compte bloqué aucun ereponse depuis

L'argent provient de dépôt par carte bancaire et je n'ai tire aucun bénéfice l'intégralité des sous restant est issue du dépôt

Thanks for your reply.

Could you also please share with me your most recent communication with the casino regarding the closure of your account and the verification requirements? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Dear Sami.h,

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,
Tomas
Casino.Guru