KukiMuki Casino - Das Konto des Spielers wird untersucht und ist gesperrt.

I wish to file a formal complaint regarding a problem I am experiencing with an online casino.

I created my account and successfully completed the entire verification (KYC) process, providing all the required documents. I was then informed that my account was fully verified and that I could request withdrawals at any time.

However, immediately after requesting a withdrawal, my account was blocked without warning. When I tried to log in, I received a message stating that my account was under investigation for security reasons.

After contacting customer service, I received no clear or detailed explanation regarding the reason for the block or the status of my withdrawal. I was only told to contact them by email and that the process could take up to 10 business days.

I consider this situation worrying for the following reasons:

My account had already been fully verified before I requested the withdrawal.

The block occurred only after attempting to withdraw funds.

I have not been provided with a clear or transparent justification.

I have not been informed if any further action is required on my part.

Therefore, I request:

A clear explanation of why my account was blocked.

Confirmation of my current retirement status.

Guarantee that my withdrawal will be processed without unnecessary delay once the review is completed.

I would appreciate your intervention to help resolve this situation.

Deseo presentar una queja formal sobre un problema que estoy experimentando con un casino en línea.

Creé mi cuenta y completé correctamente todo el proceso de verificación (KYC), proporcionando todos los documentos requeridos. Posteriormente, se me confirmó que mi cuenta estaba completamente verificada y que podía solicitar retiros en cualquier momento.

Sin embargo, inmediatamente después de solicitar un retiro, mi cuenta fue bloqueada sin previo aviso. Al intentar acceder, se me mostró un mensaje indicando que mi cuenta estaba bajo investigación por motivos de seguridad.

Tras contactar con el servicio de atención al cliente, no recibí ninguna explicación clara ni detallada sobre el motivo del bloqueo ni sobre el estado de mi retiro. Únicamente se me indicó que debía comunicarme por correo electrónico y que el proceso podría tardar hasta 10 días laborables.

Considero esta situación preocupante por las siguientes razones:

Mi cuenta ya había sido verificada completamente antes de solicitar el retiro.

El bloqueo ocurrió únicamente después de intentar retirar fondos.

No se me ha proporcionado una justificación clara ni transparente.

No se me ha informado si se requiere alguna acción adicional por mi parte.

Por lo tanto, solicito:

Una explicación clara sobre el motivo del bloqueo de mi cuenta.

Confirmación del estado actual de mi retiro.

Garantía de que mi retiro será procesado sin demoras innecesarias una vez finalizada la revisión.

Agradecería su intervención para ayudar a resolver esta situación.

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 Zer0k,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

From your description, it appears that your account was fully verified, yet it was blocked shortly after you requested a withdrawal, which understandably raises concerns.

To better understand the situation and proceed with the investigation, I would like to kindly ask you to provide a few additional details:

• When did you submit the withdrawal, and when was your account blocked?
• Did the casino confirm anywhere that your account was fully verified, or was it still under review?
• Have you received any follow-up email from the casino regarding the "security investigation"? If yes, please share the content.
• Have you ever used VPN, shared devices, or multiple accounts, which could potentially trigger a security review?
• What games did you play (slots, live casino, sportsbook, etc.), and were you using any active bonuses while playing?

If you have any supporting evidence such as emails, screenshots, or communication with the casino, please upload them here or forward them to petronela.k@casino.guru.

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

When did you request the withdrawal and when was your account blocked?

I honestly don't know, but it could have been the 2nd or 3rd of April 2026, and the service only told me two days ago, they didn't give me a specific date.

Did the casino confirm anywhere that your account was fully verified, or was it still under review?

Unfortunately I don't have proof, but it was completely verified and I always confirm it by asking customer service.

Have you received any follow-up emails from the casino regarding the "security investigation"? If so, please share the content.

I have a screenshot from customer service where it says it takes 7 business days; at first they said it was 10 business days.

Have you ever used a VPN, shared devices, or multiple accounts, which could trigger a security audit?

I haven't used any of the above.

What games did you play (slots, live casino, sports betting, etc.) and did you use any active bonuses while playing?

I didn't use any bonuses, only my own money. And I only placed sports bets, no casino games or slots.

And one last thing I forgot to mention: the withdrawal fee is outrageous. I'm trying to withdraw 112 USDT, but when I went to withdraw, they only allowed me to withdraw approximately 99 USDT. That's a 13.1% fee, completely exorbitant, and I'm withdrawing using crypto; I wouldn't want to know what it would be like with a bank transfer.

¿Cuándo solicitaste el retiro y cuándo se bloqueó tu cuenta?

La verdad no lo se pero pudo ser 2 o 3 del mes 4 del 2026, y el servicio solo me dijo que hace dos días no me dio fecha especifica.

¿El casino confirmó en algún lugar que su cuenta estaba completamente verificada, o aún estaba en revisión?

Lamentablemente no tengo pruebas pero estaba completamente verificado y siempre lo confirmo preguntándole al servicio al cliente.

¿Ha recibido algún correo electrónico de seguimiento del casino en relación con la "investigación de seguridad"? En caso afirmativo, por favor, comparta el contenido.

Tengo una capture del servicio al cliente donde dice que son 7 dias laborables, al principio decían que eran 10 dias laborables.

¿Alguna vez ha utilizado una VPN, dispositivos compartidos o varias cuentas, lo que podría desencadenar una revisión de seguridad?

No he utilizado nada de lo antes mencionado.

¿A qué juegos jugaste (tragaperras, casino en vivo, apuestas deportivas, etc.) y utilizaste algún bono activo mientras jugabas?

No utilice ningún bono, únicamente mi dinero. Y solamente hice apuestas deportivas nada de casino ni slots.

y una ultima cosa que se me había olvidado comentar, la comisión que cobran por retirar es abusiva, yo estoy intentando retirar 112 USDT, pero cuando fui a retirar solo me permitieron retirar aprox 99 USDT. Eso es una comisión del 13,1% totalmente abusivo, y yo estoy retirando mediante cryptos, que no quisiera saber mediante transferencia bancaria.

Dear Zer0k,

After reviewing your case, we have received confirmation from the casino’s affiliate representative that this issue is related to sports betting activity.

Complaints connected to sports betting fall outside the scope of our Complaint Resolution Center, as we focus exclusively on disputes related to online casino games.

For this reason, we are not able to proceed with this complaint or assess the situation further.

We understand this may be disappointing, and we appreciate your understanding. If you wish to pursue the matter further, we recommend contacting platforms that specialize in sportsbook-related disputes.

Best regards,

Petronela

Casino.Guru