Player Casino - Das Spielerkonto wurde zu Unrecht geschlossen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Player.ro 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?
• 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?
• 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 tomas@casino.guru, 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

Hello Tomas,

Thank you for looking into my case. Here are the precise answers to your questions:

Registration & Block Date: I registered my account on March 11th, 2026. The account was blocked and the funds were frozen on April 4th, 2026, right after the Shufti Pro verification system crashed.

Games Played: I accumulated my balance of 4,947 RON by playing Live Casino, a few slots, and some sports betting.

Bonus Usage: No, I did not use any bonuses or promotional funds. I played strictly with my own raw cash deposits.

Evidence: Yes, I can absolutely provide screenshots. I am uploading some of them right here to this thread, and I am also forwarding the rest of the relevant communication and technical error proofs directly to your email at tomas@casino.guru.

Thank you for your assistance, and I look forward to your guidance.

Thanks for the explanation.

If there is any communication you wish to provide, it didn't reach my inbox or spam folder. Please let me know if there is any communication you might provide to support your complaint.

My email is tomas@casino.guru

Looking forward to your reply.

Dear GiuLICaaA,

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

We’ve reopened this complaint at the request of GiuLICaaA. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Subject: Reopening Complaint: Player Casino - Player's account has been closed unjustly (GiuLICaaA)

Hello Tomas,

I would like to reopen my complaint regarding my blocked account (username: GiuLICaaA). I apologize for the delay; I missed the notifications on the forum.

As requested, I am attaching the evidence to this email:

PLAYER.jpg and PLAYER1.jpg — showing the Shufti Pro system error ("INVALID") during my verification process on April 4th, 2026.

Screenshots of my communication with Player.ro support.

Please reopen the case and let me know if you need any other details.

Best regards,

Giuliano

Thanks for your reply.

You wrote:

Instead of acknowledging their system issues or checking my ID documents manually, Player.ro used these automated "INVALID" server flags as a malicious excuse to permanently freeze my account, accuse me of using AI, and seize my entire balance under Clause 15.4.

Kindly forward the communication you refer to in your post to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Dear GiuLICaaA,

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.

Dear GiuLICaaA,

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, Michal (michal.k@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,

Tomas

Hello GiuLICaaA,

I'm Michal, and I've taken over your complaint. I have reviewed your case and will now continue the investigation with the casino to gain more clarity on the matter and to see if I can be of any assistance.

We would like to invite Player Casino to join the conversation.

Dear Player Casino,

We would be grateful for your help in clarifying the current status of the player's verification. The player has tried the automated verification process several times, but it seems there may be an issue on your end. I would be interested to know why a manual review of the documents and pictures is not possible at this stage.

A video verification call could be a good alternative, as it would provide greater clarity and help move things forward.

Should there be any additional factors that cannot be discussed publicly, please don't hesitate to share them with me directly at michal.k@casino.guru.

Thank you in advance.

Dear GiuLICaaA,

I have received the following response from the casino team:

Hello Michal,

PLAYER is a registered & licensed Romanian casino. As such, the only valid complaints are addressed to the governing body which is the ONJN [ https://onjn.gov.ro/licentiati-clasa-i/ ] - by the customer in question.

As per our Terms:

Any complaint or dispute will be initially handled by Customer Service, with the right to appeal to ONJN. The regulations imposed by ONJN regarding the safeguarding of Players' funds are respected in accordance with the relevant legislation, which is why Players' funds are kept in a separate account, opened in Romania.

2.1.16 Website: Player.ro, which belongs to and is operated by PLAYER under the ONJN license.

3.7 The gambling services offered by PLAYER through the Site are licensed and regulated by ONJN, for players in Romania, as well as for Romanian citizens without tax residency in another state.

27.6 We will try, as much as possible, to resolve complaints internally, although there are certain cases where a consensus cannot be reached. The PLAYER team will personally review all the details of the complaint raised by the Player and will send an email with the final decision. If the Player is not satisfied with this, then he can contact the National Organization of Gambling (ONJN), finding all the details of creating a petition at http://onjn.gov.ro (additional information: http://onjn.gov.ro/informatii-obligatorii-pentru-verificare-petitie/ )

We do not engage with any other entities regarding issues pertaining to our customers.

Thank you for your understanding.

Sincerely,

Adrian

PLAYER Casino

While we would have preferred to address your complaint directly through our complaint forum, I understand the limitations outlined in the casino's Terms and Conditions, as well as the appropriate procedure for escalating the matter to the relevant authority should you remain dissatisfied with the casino's decision.

Should you wish to pursue the matter further, you may submit a formal complaint/petition to the Romanian National Office for Gambling (ONJN) through its online petition portal. Please note that ONJN requires petitions to be submitted through the designated petition channel rather than the general contact email addresses.

Current portal seems to be this one: https://portal.onjn.gov.ro/

You might also find our How to submit a complaint to a regulator | Casino Guru helpful.

Please let me know once you have submitted your formal complaint/petition to ONJN and provide me with confirmation or other evidence of the submission either here in the complaint thead or to my email michal.k@casino.guru .

Once I receive this, I will temporarily close the case with the status "Waiting for the Regulator's Decision."

Dear GiuLICaaA,

I have received the following response from the casino team:

Hello Michal,

PLAYER is a registered & licensed Romanian casino. As such, the only valid complaints are addressed to the governing body which is the ONJN [https://onjn.gov.ro/licentiati-clasa-i/] - by the customer in question.

As per our Terms:

Orice plângere sau dispută va fi gestionată inițial de Serviciul Clienți, cu dreptul de a apela la ONJN. Reglementările impuse de ONJN în ceea ce privește salvgardarea fondurilor Jucătorilor sunt respectate conform legislației aferente, motiv pentru care fondurile Jucătorilor sunt păstrate într-un cont separat, deschis în România.

2.1.16 Site-ul web: Player.ro , care aparține și este operat de către PLAYER sub licența ONJN.

3.7 Serviciile de jocuri de noroc oferite de PLAYER prin intermediul Site-ului sunt licențiate și reglementate de către ONJN, pentru jucătorii din România, cât și pentru cetățenii români fără rezidență fiscală într-un alt stat

27.6 Vom încerca, pe cât posibil, rezolvarea internă a plângerilor, deși apar anumite cazuri în care nu se va putea ajunge la un consens. Echipa PLAYER va revizui personal toate detaliile plângerii instituite de Jucător și va trimite un email cu decizia finală. Dacă Jucătorul nu este satisfăcut de aceasta, atunci se poate adresa Organizației Naționale a Jocurilor de Noroc (ONJN), găsind toate detaliile creării unei petiții la http://onjn.gov.ro (informații suplimentare:http://onjn.gov.ro/informatii-obligatorii-pentru-verificare-petitie/)

We do not engage with any other entities regarding issues pertaining to our customers.

Thank you for your understanding.

Cu stimă,

Adrian

PLAYER Casino

While we would have preferred to address your complaint directly through our complaint forum, I understand the limitations outlined in the casino's Terms and Conditions, as well as the appropriate procedure for escalating the matter to the relevant authority should you remain dissatisfied with the casino's decision.

Should you wish to pursue the matter further, you may submit a formal complaint/petition to the Romanian National Office for Gambling (ONJN) through its online petition portal. Please note that ONJN requires petitions to be submitted through the designated petition channel rather than the general contact email addresses.

Current portal seems to be this one: https://portal.onjn.gov.ro/

You might also find our How to submit a complaint to a regulator | Casino Guru helpful.

Please let me know once you have submitted your formal complaint/petition to ONJN and provide me with confirmation or other evidence of the submission either here in the complaint thead or to my email michal.k@casino.guru.

Once I receive this, I will temporarily close the case with the status "Waiting for the Regulator’s Decision."

Dear GiuLICaaA,

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.

Dear GiuLICaaA,

We regret to inform you that, as we have not received any further response or confirmation from you regarding the submission of your complaint to ONJN, there is currently no further action we can reasonably take from our side.

For this reason, we will close the complaint for the time being. This does not prevent you from pursuing the matter with ONJN or from returning to us with an update should you decide to proceed through the appropriate regulatory channel.

If you submit the complaint to ONJN and receive a decision or any relevant update, you are welcome to contact us again and provide the relevant information. We will then consider whether there is anything further we can do within the scope of our complaint service.

Thank you for your understanding.

Best regards,

Michal

Casino.Guru