Topacio Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

I registered at this casino on October 27, 2025, and never had any problems until today, January 15, 2026. They blocked my account, preventing me from logging in without giving any reason or explanation, and with 417,000 CLP in the withdrawal process. It's worth mentioning that on January 14, they asked me to verify my account again, and I verified it without any problem; the verification was successful once more.

I earned the money without any active bonuses and withdrew it via cryptocurrency, just like last time. Now I don't understand why they closed my account and haven't given me any reasons. Mind you, I'm not the only one with this problem; there are hundreds of people with the same issue, according to other forums I've researched. Please, CasinoGuru, help! I want my money back, and then if you want, close the damn account of these scammers.

Me registre en este casino un 27 de octubre del 2025 y nunca tube problemas,hasta hoy 15 de enero del 2026 me bloquearon la cuenta sin poder ingresar y sin dar motivo o razón y con 417.000 clp en proceso de retiro,cabe mencionar que el 14 de enero me pidieron verificar mi cuenta nuevamente y lo verifique sin problema,fue un éxito otra vez la verificación.

El dinero que gane lo gane sin ningún bono activo y retire a través de cryptomonedas como lo hice la última vez.ahora no entiendo porque me cerraron la cuenta y no me dan motivos y razón,ojo no soy la única con este problema,son cientos de personas con el mismo problema según los otros foros que me metido a investigar,porfabor ayuda casinoguru,quiero mi dinero y después si quieren que cierren la maldita cuenta de estos estafadores

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 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 shortly before your account was closed?
• Could you please forward me all the communication between you and the casino customer support regarding the closure of your account? My email address is veronika.f@casino.guru.
• Which payment methods have you used to deposit and withdraw money at this casino so far?

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

I only played slots and the payment methods were bank deposits and cryptocurrencies

Jugué solo slots tragamonedas y los métodos fueron depósitos bancarios y cryptomonedas

Could you please forward me all the communication between you and the casino customer support regarding the closure of your account? My email address is veronika.f@casino.guru. Thank you for your cooperation.

That's the problem, they don't know anything and they tell me to wait for a response, that I should wait for an email with the information, but that's not going to happen. Many people say the same thing, that they never send any information. That casino and their chat agents are useless for helping people because all they know how to say is "wait for a response by email" and nothing else.

Es que eso es el problema ellos no saben nada y dicen que espere respuesta que debo esperar un correo con la información pero eso no va a pasar,son muchas las personas que dicen lo mismo que nunca envían nada de información ese casino y sus agentes al chat no sirven para atender a la gente porque lo único que saben decir es "espere una respuesta al correo" y nada mas.

Dear Gani3832

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,

Veronika

This case is moving very slowly; perhaps the other Topaz casino won't respond like this.

Va todo muy lento este caso,quizás el otro casino de topacio no va a responder asi

Hello Gani3832,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Topacio Casino,

Can you please provide an explanation of why the player's winnings have not been disbursed to them, and their account remains inaccessible despite passing the KYC process?

If there are any factors that cannot be shared publicly, please forward them to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Gani3832,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru