Valtti Casino - Das Spielerkonto wurde geschlossen.

I made a deposit for the welcome bonus and when the wagering had passed I tried to withdraw the amount and Valtti casino locked my account. When I tried to find out via email why my account was locked and I couldn't withdraw, they replied that I had broken some rule but didn't say what. I read the casino's rules and I'm sure I haven't broken any of them.

T:Lauri

Tein talletuksen tervetulias bonukseen ja kun kierrätys oli mennyt läpi koitin nostaa kyseistä summaa niin Valtti kasino laittoi tilini lukkoon. Kun koitin selvittää asiaa sähköpostin kautta minkätakia tilini meni lukkoon ja nosto jäi saamatta niin he vastasivat että olen rikkonut jotain sääntöä mutta eivät kertoneet mitä. Luin kasinon säännöt läpi ja olen varma etten ole rikkonut mitään niistä.

T:Lauri

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When exactly was your account closed, please?

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

Best regards,

Kristina

I played slot machines called Wilhelm Tell.

No confirmation was asked, after the rollover passed I made a withdrawal and the next day my account was closed.

My account was closed on October 6, 2025

Pelasin kolikkopelejä, Wilhelm Tell nimistä.

vahvistusta ei kysytty,kierrätyksen läpäistyä tein noston ja seuraavana päivänä tilini oli suljettu.

Tilini suljettiin 6.10.2025

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent it via email!

Lähetin sähköpostin kautta!

Dear LauriVainio22,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you LauriVainio22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Valtti Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 Pardee Consulta – an alternative dispute resolution service (https://adrbypardee.eu/online-dispute-resolution-form) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter