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On January 16, 2025, I received an email informing me that my account was being closed for violating the terms and conditions, specifically citing section 5.9.5, but without providing any evidence of which condition I had violated. As a result, €1,131.24 was deducted from my account (€908.64 in deposits and €222.60 in winnings). Despite my repeated attempts to explain that I had not violated any terms (I do not use a VPN, I have not committed any fraud, and I have always submitted all the required verification documentation), they insist on withdrawing this amount without any justification.

Con fecha 16/01/25 recibí un correo en el que se me indicaba que se cerraba mi cuenta, por haber incumplido los términos y condiciones, aludiendo al punto 5.9.5, pero sin dar ningún tipo de evidencia de qué condición incumplí. Como consecuencia de ello, me restaron de mi cuenta 1.131,24€ (908,64€ de depósitos y 222,60€ de ganancias). Por mucho que intento hacerles ver que no he incumplido nada (no uso VPN, no he cometido ningún tipo de fraude y siempre he enviado toda la documentación de verificación), se reafirman en retirarme ese importe sin justificar nada.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?
• Which documents did you send to the casino for the verification of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning Veronika,

First of all, I would like to point out that I made a mistake in the complaint I wrote yesterday, as the email was from 16/01/26 and in my complaint I had put 2025.

I'll answer you point by point:

• Sports betting.
• I never use vouchers, unless an automatic one appears, which I try to cancel.
• I submitted my ID, gas bill, selfie, and phone bill. They all appear as "accepted" in my user account.

Thank you so much for your help.

All the best

Buenos días Veronika,

en primer lugar, te indico que cometí un error en la queja que escribí ayer, ya que el correo fue del 16/01/26 y en mi queja había puesto 2025.

Te contesto punto a punto:

• Apuestas deportivas.
• Nunca empleo bonos, salvo que aparezca alguno automático, que intento anular.
• Envié DNI, factura del gas, selfie y factura telefónica. Todos aparecen como "aceptados" en mi cuenta de usuario.

Muchas gracias por tu ayuda.

Un saludo

Hello warnizo,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply, warnizo. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.